A statement by the Arizona Academy of Family Physicians

The Arizona Academy of Family Physicians has determined that there is a growing need to address interpersonal conflicts in health care organization workplaces. Such conflicts can include disrespectful interactions, retaliation and intimidation, avoidance behaviors, lack of follow through, lack of accountability, and loss of trust. This can lead to, among other things, poor patient outcomes, increased costs and the loss of qualified clinicians, managers and administrators.

Reduced conflict and greater collaboration in the workplace, on the other hand, can lead to improved clinical outcomes, decreased errors, fewer and shorter delays, improved morale and job satisfaction, increased efficiency, decreased costs, lower stress and improved patient/family satisfaction. This benefits health care workers, employers, patients/families and all of those coming into contact with the health care system.

The Arizona Academy of Family Physicians has therefore resolved to support the establishment of non-adversarial conflict resolution strategies and procedures in health care institutions. These include:

Training and education in collaboration and conflict management for health care professionals with a focus on teamwork and an open dialogue about workplace intimidation. Ongoing education should reinforce the organization's commitment to a caring and respectful culture.

Processes that allow health care professionals to address issues and preserve working relationships and reputations, such as creating a staff committee to define and address workplace intimidation; a code of conduct with zero tolerance for intimidating behaviors; and more opportunities for collaboration and communication through open forums, discussions, and workshops.

System approaches for integrating non-adversarial processes with more formal dispute resolutions processes, such as grievances and litigation. Non-adversarial and proactive processes encourage confidential reporting and focus on early detection of issues; direct attention and participation by those involved; preservation of working relationships; learning as an outcome; and protection and respect for reputations. These processes can also be integrated into contracts to address contractual disputes.

The Arizona Academy of Family Physicians intends to develop and accumulate resources for health care institutions interested in learning more about conflict management and collaborative processes.