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	<title>Micro Organizational Behaviour &#187; doctor/nurse dynamics</title>
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	<description>Addressing misalignments that harm collaboration</description>
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		<title>Conflict Avoidance vs. Conflict Selection</title>
		<link>http://www.microob.com/conflict-avoidance-vs-conflict-selection/</link>
		<comments>http://www.microob.com/conflict-avoidance-vs-conflict-selection/#comments</comments>
		<pubDate>Wed, 18 Jun 2008 14:47:02 +0000</pubDate>
		<dc:creator>chris</dc:creator>
				<category><![CDATA[Health Care Reform]]></category>
		<category><![CDATA[Conflict]]></category>
		<category><![CDATA[conflict resolution]]></category>
		<category><![CDATA[doctor/nurse dynamics]]></category>

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		<description><![CDATA[In working with a client recently, a hospital nurse relayed a situation to illustrate some of the conflicts that can arise between staff. The loose details are as follows: a patient is recovering in hospital and begins to feel nauseous in the middle of the night. The nurse records a prescription for Gravol on the [...]]]></description>
			<content:encoded><![CDATA[<p><span lang="EN-CA">In working with a client recently, a hospital nurse relayed a situation to illustrate some of the conflicts that can arise between staff. The loose details are as follows: a patient is recovering in hospital and begins to feel nauseous in the middle of the night. The nurse records a prescription for Gravol on the chart. The following dialogue ensues during the doctors rounds:</span><span lang="EN-CA"></span></p>
<blockquote>
<p class="MsoNormal"><em><span lang="EN-CA">Doctor: Who prescribed Gravol for this patient?</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Nurse: I did; he was nauseous.</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Doctor: Listen, I prescribe meds for patients, OK?</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Nurse: (either out loud or internally) It’s Gravol! The patient was nauseous, and you weren’t around. Would you rather I let the patient vomit on themselves while I wait for you to come around and prescribe Gravol?</span></em></p>
</blockquote>
<p class="MsoNormal"><span lang="EN-CA">Behind this conflict, there may be several issues (interpersonal history, sleep deprivation, emotional strain of the job, frustration at poor handwriting, etc.). One of the issues may well be that this particular doctor does not respect the nurses full ability to provide insightful medical care. If the nurse suspects or understands this to be the doctor’s orientation, he/she has two options:</span></p>
<ol style="margin-top: 0in" start="1" type="1">
<li class="MsoNormal"><span lang="EN-CA">Change the doctor’s orientation toward him/herself and toward nurses in general;</span></li>
<li class="MsoNormal"><span lang="EN-CA">Work around the orientation to get the right treatment for the patient.</span></li>
<p class="MsoNormal"><span lang="EN-CA">The nurse pursuing Option 1 may face this interaction:<br />
</span></p>
<blockquote>
<p class="MsoNormal"><em><span lang="EN-CA">Doctor: Who prescribed Gravol for this patient?</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Nurse: I did; he was nauseous.</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Doctor: Listen, I prescribe meds for patients, OK?</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Nurse: Gravol does not need a prescription. Since the patient is not allergic to Gravol, it was the best and safest answer. I am in a position to make that call.</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Doctor: No you are not. Doctors make decisions.</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Nurse: With all due respect, my training gives me the expertise to make this decision. This can allow you to focus on more serious issues. You would be my first contact if I had any uncertainties. With this patient, I believe this was the right approach.</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Doctor: Doctors make decisions.</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA">Nurse: &#8230;<br />
</span></em></p>
<p class="MsoNormal"><em><span lang="EN-CA"> </span></em></p>
</blockquote>
<p class="MsoNormal"><span lang="EN-CA">The nurse pursuing Option 2 may find this:<em><br />
</em></span></p>
<blockquote>
<p class="MsoNormal"><em><em><span lang="EN-CA">Doctor: Who prescribed Gravol for this patient?</span></em></em></p>
<p class="MsoNormal"><em><em><span lang="EN-CA">Nurse: The patient was nauseous; I suppose I should have written &#8220;nausea&#8221; on the chart instead of “Gravol,” but because the patient has had Gravol before, I didn’t see a problem.</span></em></em></p>
<p class="MsoNormal"><em><em><span lang="EN-CA">Doctor: Just give me the information; I will make the decision, OK?</span></em></em></p>
<p class="MsoNormal"><em><em><span lang="EN-CA">Nurse: Sure.</span></em></em></p>
<p class="MsoNormal"><em><em><span lang="EN-CA"> </span></em></em></p>
</blockquote>
<p class="MsoNormal"><span lang="EN-CA">From the outside, it is objectively wrong and a misallocation of resources for nurses (or any other participant in a system) to not be allowed to make full use of their training and expertise. Although in selecting Option 2, you are enabling that misallocation, you are saving your time and energy with a work around solution. It is a trade off.<br />
</span></p>
<p class="MsoNormal"><span lang="EN-CA">In a very real sense, objectivity allows you to pick your battles. You have the option, in some cases, of steering away from the “let me change your mind” conversation and still get the “right” outcome. It is a tough turn to take, but often an easier and faster resolution.</span></p>
</ol>
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