Boldly going… Introducing conflict management training to Starship Children's Hospital

Area of Science:

• Healthcare communication
• Conflict resolution
• Pediatric medicine

Background:

• Conflict between healthcare professionals and families (whānau) is frequent in pediatric settings.
• Cultural and social complexities can exacerbate communication and decision-making challenges.
• Early conflict recognition and management are crucial for improving patient/whānau outcomes and staff well-being.

Purpose of the Study:

• To describe a collaboration implementing mediation skills training for pediatric hospital staff.
• To embed an evidence-based conflict management program into clinical practice.
• To address cultural and social complexities within the New Zealand context.

Main Methods:

• Collaboration between Starship Children's Hospital and the UK Medical Mediation Foundation (MMF).
• Development and delivery of an evidence-based training program on mediation skills.
• Ongoing supervision and support for trained staff champions.

Main Results:

• The training program has been successfully embedded into Starship's clinical practice.
• Mediation skills training enhances staff's ability to recognize and manage conflict.
• The program is tailored to the unique cultural and social context of New Zealand.

Conclusions:

• Mediation skills are vital for ensuring patients and families feel heard, acknowledged, and respected.
• This initiative supports Starship Child Health's strategic goals of reducing inequity and institutional bias.
• Effective conflict management through mediation improves the healthcare experience for both families and staff.