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[Types of conflicts and conflict management among Hungarian healthcare workers]
Éva Csupor1, Ágnes Kuna2, Judit Nóra Pintér3
1Gyermek- és Ifjúságpszichiátriai Osztály, Szegedi Tudományegyetem, Általános Orvostudományi Kar Szeged, Boldogasszony sgt. 21/6, 6725.
Introduction:
Efficient communication, conflict management and cooperation are the key factors of a successful patient care.
Aim:
This study is part of an international comparative research. The aim of this study is to unfold conflicts among healthcare workers.
Method:
73 healthcare workers were interviewed using a standardized interview protocol. The in-person interviews used the critical incident method. 30 interviews (15 doctors, 15 nurses) were analysed with the Atlas.ti 7 content analysis software. The sources, types, effects of conflicts and conflict management strategies were investigated.
Results:
The content analysis unfolded the specificities of conflicts in healthcare based on personal experiences. Organizational hierarchy was a substantial source of conflict, especially among physicians, which originates from implicit rules. As a result of the avoiding conflict management the conflicts remain partly unresolved which has negative individual and group effect.
Conclusions:
Our conceptual framework helps to develop a proper intervention specific to healthcare. Orv. Hetil., 2017, 158(16), 625-632.