Outcomes from a structured conflict management programme implemented at three paediatric healthcare sites: a...

Area of Science:

• Healthcare Management
• Organizational Psychology
• Medical Education

Background:

• Conflict is prevalent in healthcare settings, impacting staff well-being and patient care.
• Effective conflict management strategies are crucial for a healthy work environment.

Purpose of the Study:

• To evaluate the effectiveness of the Medical Mediation Foundation's Conflict Management Programme (CMP).
• To assess the sustained impact of the CMP on individual staff and organizational outcomes.

Main Methods:

• A mixed-methods evaluation using Kirkpatrick's framework was employed.
• Data collection included pre/post-training surveys (Turnover Intention Scale, Brief Resilience Scale) and 1- and 3-year follow-up interviews.
• Quantitative and qualitative data were analyzed using Mann-Whitney U tests and thematic analysis, respectively.

Main Results:

• Significant improvements were observed in knowledge scores (p<0.002), confidence, empathy, and self-reported conflict management skills (p<0.004).
• Behavioral changes included early conflict recognition and enhanced team communication.
• Organizational benefits encompassed improved staff-family relationships, workplace culture, and perceived time savings. Resilience showed a slight improvement (p=0.038), while turnover intention did not change significantly (p=0.434).

Conclusions:

• The CMP demonstrated sustained individual and organizational benefits over time.
• Key factors for successful implementation include institutional support, dedicated resources, and integration into organizational structures.