You are a family nurse practitioner working in an outpatient primary care office of a large hospital system. The practice has been operating for over 15 years, and many of the administrative and clinical staff were hired when the practice opened. You have been in the practice for less than 3 months. In that short amount of time, you have witnessed several of the clinical staff engaging in heated arguments with each other, sometimes in-patient areas. You overhear an argument occurring today between two staff. You pick up a patient's chart and notice a very low blood pressure that the medical assistant failed to notify you about. When you confront the MA, she states that she was going to report the vital signs to you when she became engaged in the heated argument you overheard and forgot to notify you. Unfortunately, this pattern of behavior is not unusual in this practice. Working with staff who cannot cooperate effectively can negatively influence your ability to spend time with patients, can impede the flow of patients through the office, and could impact patient safety. Discussion Question: What is your response to the medical assistant? What actions do you take to redirect the flow away from arguments and back to patient care? Provide rationales and evidence to support your decisions. Nurse practitioner have a unique responsibility when it comes to patient safety. Nurse practitioners provide high-quality care and protects patients' well-being. Working in a safe environment reflects a level of compassion and vigilance for patient’s welfare thus improves patient safety. Nurse practitioners must be able to communicate in methods that promote a culture of safety principles that affect the standard quality of care .Research, policymakers and providers have intensified their effects to understand organizational conditions, components of healthcare systems related to patient safety. Work conflict is inevitable but heated arguments contribute to workplace stress which compromise patient safety. Root cause of a conflict is usually due to what someone says as well as how the words are interpreted. Conflict can be resolved if the root cause of the problem is identified. The ability to manage disputes efficiently is vital to a business being successful (Porter-O’Grady & Malloch, 2015). A well-run office should have policies and procedures in place that deal with employee conflict,
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- Fall '15
- Patient safety, clinical staff