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

M E Megel¹, M E Elrod, A K Rausch

¹College of Nursing, University of Nebraska Medical Center, USA.

Journal of Nursing Care Quality

|January 1, 1996

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Quality improvement professionals frequently face intrapersonal and interpersonal conflicts. Collaborative and educational strategies are commonly used to address these challenges in healthcare quality work.

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.

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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.