Conflict Resolution: The Role of the Chief Resident

UMMS CRIT Teaching & Leadership: Conflict Resolution

Gerry Gleich, MDDivision of Geriatrics, UMMS

UMMS CRIT 2012 Teaching & Learning: Conflict Resolution

Advancing Geriatrics Education (AGE) A UMMS initiative funded by the Donald W. Reynolds Foundation

You receive an angry page from one of the discharge planning nurses. She has been asking your intern for the discharge paperwork for this patient since yesterday, and is furious that the intern has been rude and dismissive. She wants you to “deal with it”. There have been “issues” with this intern before…



• The chief resident has a unique position- EVERYONE will come to you with issues (real or imagined) for you to fix – residents, nurses, faculty

Conflict Resolution: The Role of the Chief Resident



Far side cartoons (15887840) retrieved April 15, 2010 from Tigerdroppings.com



Chief Resident

Conflict Resolution: The Role of the Chief Resident

Patient Advocate Resident Advocate



Conflict Resolution: A Survival Guide

Rule #1: Always get the whole story

Rule # 2: That means a first hand account of ALL sides, if possible

Rule # 3: Identify the “real issues”



• Not every battle has to be your battle• Do not confuse “venting” with “real issues” • Take notes• BE FAIR• BE CONSISTENT




• Listen• Listen• Listen• Don’t take sides• It’s usually a communication thing…• “Do the right thing for the patient”


Documents

Conflict Resolution: The Role of the Chief Resident