Case Studies of Medical Conflict Management in a Hospital

Abstract

This qualitative research was carried out in a government hospital. The document of conflict resolution and medical complaint in the hospital were collected, with 14 cases of the complaint occurred during 2010-2014. The interview was used to collect the data from subjects and written document. These are the example of cause of complaint, the way of complaint, the conflict resolution, and the conclusion after conflict resolution. The method of complaint was that the patient sent the complaint document directly to the hospital director (12 cases), via electronic mail (1 case), and to the justice system (1 case).  Mediation was successful in 13 cases without any appeal.  Only 1 case was put forward for mediation by the justice system. The method derived from 6 case studies: from pediatrics, internal medicine, and obstetrics - gynecology and surgery department.

A cause of complaint includes the communication problem, clinical care standards, unprofessional behavior and conflict of interest. The hospital should update the conflict resolution guideline. Furthermore, the mediators should include non-partial 3^rd party in mediation team.