Conflicts experienced by quality assurance/improvement professionals: A Delphi study

Area of Science:

• Healthcare Quality Improvement
• Organizational Psychology

Background:

• Quality assurance and improvement professionals encounter various workplace challenges.
• Understanding the nature and frequency of conflicts is crucial for effective quality initiatives.

Purpose of the Study:

• To investigate the frequency and importance of conflicts faced by quality assurance/improvement professionals.
• To identify actions taken and resources utilized to manage these conflicts.

Main Methods:

• A three-round Delphi survey was administered to 86 participants.
• The survey focused on identifying, prioritizing, and strategizing conflict resolution within quality improvement contexts.

Main Results:

• Predominant conflicts included intrapersonal concerns (e.g., future worries) and interpersonal/political barriers to quality work.
• Ethical conflicts were reported less frequently.
• Collaborative and educational strategies were the primary methods for conflict management.

Conclusions:

• Healthcare quality professionals frequently experience intrapersonal and interpersonal conflicts.
• Effective conflict management strategies often involve collaboration and education.
• Findings offer insights for healthcare professionals engaged in quality improvement efforts.