TWO RESEARCH STUDIES
Two recent research studies on patient satisfaction surveying have just been published. One study questions the fairness of the surveys, while the other documents the unintended consequences of how the results are being used. Both are going to reignite the controversy surrounding patient satisfaction surveying.
THE FIRST STUDY: QUESTIONING THE FAIRNESS
The first study presents compelling statistical evidence that “…using only 4 demographic and hospital-specific predictors (i.e., hospital beds, percent non–English speaking, percent bachelors’ degrees, percent white), it is possible to utilize a simple formula to predict patient satisfaction with a significant degree of correlation to the reported scores…”
THE SECOND STUDY: CONSEQUENCES FROM RESULTS
The second strongly suggests that efforts by physicians and hospitals to “game” the results of patient satisfaction surveys are increasing the cost of healthcare while reducing the quality of care delivered.
Details of the two studies have been presented in articles published in professional journals.
Analyzing an organization’s past conflict is one of the best ways to reduce future incidents. Here are steps to do that and a case study of how it worked.
CONFLICT ASSESSMENT PROCESS
- Look for similarities among past conflicts.
Rather than focusing on the identity or intentions of a guilty party, begin by looking for circumstantial similarities among the past conflicts. Look closely to see if any of the organization’s actions or policies may be contributing to these disputes.
- Identify the conflict triggers.
Contributors to conflict can be political, procedural, structural, and/or personal. By regularly reviewing workplace disputes, it’s possible to discern operational or behavioral patterns occurring across a variety of conflicts, even in separate venues. Once they are identified, the circumstances can be altered to reduce or even eliminate the conflict.
- Evaluate the options.
Consider the options available for altering the circumstances so that it’s possible to achieve the desired result without the unintended consequence. Experiment... [Read More]
Healthcare professionals and institutions are confronting a host of threats and challenges. Despite the increasing volume and variety of those complications, there is one achievement that, if accomplished, has the potential to greatly impact them all.
The hospitals and provider organizations that find ways to deal effectively with workplace conflict will be the performance leaders in the years ahead. So the key question is how to bring about the individual and organizational behavioral changes so essential to improving workplace relationships and performance.
THE POSITIVE SIDE OF CONFLICT
Conflict transformation is the new “watch word” among those who study and research conflict. It is thought to be a much better expression of the objective and desired outcome.
The work of social scientists and researchers indicates that conflict is a constant presence among interconnected units and affiliated groups (such as the workforce and staff of a hospital or group practice).[i] While that’s a sobering prospect, those... [Read More]
I’ve always been fascinated with workplace conflict. In fact, I am so intrigued with organizational approaches to conflict that it was the focus of my Masters in Dispute Resolution.
I certainly experienced my share of workplace conflict during my days as a rank and file employee. But it wasn’t until I became a business owner and CEO that I realized that I was such a major contributor. I’m still amazed at difficulties I inadvertently created by my actions and decisions.
ESTABLISHING CONFLICT MANAGEMENT IN AN EMERGING ORGANIZATION
If your organization is just forming, it’s a an opportune time to think about incorporating healthy ways of managing conflict from the beginning.
- What proactive conflict management actions can be taken even as your enterprise is being organized?
- How can you prevent workplace conflict before the attitudes that underlie the organization’s culture have been fixed?
- How can you design policies and practices that are still effective in addressing conflict as the entity... [Read More]