Strategies for Effective Conflict Management

I need the peer response for the discussion.

Conflict is common in all human endeavors and unavoidable in complex social systems, such as families, voluntary associations, or healthcare organizations (Joel, 2018). Too many times I have noticed conflict arise from sudden illness or exacerbation of chronic illness. Family members become easily triggered due to heightened emotions.  Working as a manger in the SNF I have had my fair share of conflicts. I remember a time when we admitted a resident that was a transfer from another facility. The family was upset about the care being provided therefore she was transferred to our facility. After a few months of being our patient we noticed some wandering behavior and exit seeking that was of concern. Our facility is located on a busy road and we did not want patient to elope. We also did not have a secure unit. Due to these concerns a call was placed to the family to schedule a care plan meeting. The family was already upset due to the fact the patient was able to make it to the courtyard without supervision. They were even more irate after we told them the patient need to move to the second floor. They felt that this was a disruption of care and an inconvenience since the patient was familiar with her room and has dementia. It would cause her great confusion moving her to the second floor. They were also upset that we had done a gradual dose reduction on her psych meds which they felt possibly contributed to the exit seeking behavior.

There were a couple of actions we took to resolve this conflict. First, we scheduled a care plan meeting to discuss goals and expectations as we have an ethical obligation to present the best judgment of the treatment team (Joel, 2017). Joel describes it as a mutually agreeable plan of care. The second step to resolving the conflict was figuring out the how. We realized that some education needed to be provided to the family first before presenting options. Therefore, we had our Medical Director present to explain to the family the disease process of Dementia, sundowning, associated behaviors, reasons for gradual dose reductions, and ultimately assist the family in understanding that safety is the number one priority. After educating the family we presented a couple of options: one to keep patient on the same floor and place a wander guard for monitoring purpose and see if that was sufficient. Secondly to move patient upstairs away from the doors, or thirdly transfer patient to a secure unit. The family agreed to the first-floor monitoring but noticed shortly after that it was not the best for the patient so eventually the pati4ent was moved to the second floor. At the end of the day there was a mutual agreement, regulations were followed, and patient was safe.

oel, L (2017) Application of Leadership Theories for Advanced Practice Nurses Advanced Practice Nursing Essentials for Role Development Nursing Education (pp. 341). Philadelphia, PA: F. A. Davis.