The Effect of Conflict Management Program on Quality of Patient Care

Abstract

Conflict in nursing profession is natural and inevitable and arises as a daily challenge in healthcare organizations. Therefore, conflict management is extremely important for organizational effectiveness and efficiency and nursing staff must effectively manage conflict in order to provide an environment that stimulates personal growth and ensures quality of patient care. Aim: The present study aimed to assess the effect of conflict management educational program for staff nurses on quality of patient care. Research Design: Quasi experimental design was utilized. Study Setting: The study was conducted in general Medical units at Benha University Hospital. The study sample was: All available staff nurses (116) and a convenient sample of (200) patients from the above mentioned study setting. Tools of data collection: Three tools were used: (1) conflict management knowledge questionnaire, (2) Rahim Organization Conflict Inventory II (ROCI II), subordinate form (B) and (3) quality of patients' care questionnaire. The result: The findings of this study showed that there was highly statistically significant improvement in staff nurses' knowledge regarding conflict thorough program. In addition, there was highly statistically significant improvement in conflict management strategies and level of quality of patient care thorough program. Conclusion: The study concluded that there was a positive highly statistical significant correlation between overall score of conflict management and quality of patient care thorough program. Recommendation: Hospital should carry out continuous in–service training program about policies and guidelines that facilitate collaborative practice and use a proactive measure to address conflict issues and moving toward resolution of it. And nursing faculties should to support nursing staff with required knowledge and skills that contribute to quality patient care.