The use of mediation to manage patient-staff conflict in the dialysis clinic.
The use of mediation to manage a disruptive incident between a staff nurse and a hemodialysis patient is the focus of this multidisciplinary case review. The growing interest in techniques to manage disruptive patient behavior in the dialysis clinic is analyzed. A mediation model designed for the dialysis clinic is presented for the reader. This case presentation also examines the experience of conflict from several perspectives including the patient, the nurse, the nurse manager, and the social worker. This discussion is intended to provide the reader with support for viewing conflict as unavoidable in the chronic dialysis treatment environment and for enlisting the support of the patient when responding to disruption in the treatment relationship.
Johnstone
S
S
San Diego Dialysis Services, Inc, Fresenius Medical Care-North America, CA, USA.
Seamon
V J
VJ
Halshaw
D
D
Molinari
J
J
Longknife
K
K
D000328:Adult; D000554:Ambulatory Care Facilities / Q000458:organization & administration; D002140:California; D006801:Humans; D007676:Kidney Failure, Chronic / Q000523:psychology*; D008297:Male; D017008:Negotiating / Q000379:methods*; D009723:Nurse-Patient Relations; D009726:Nurses / Q000523:psychology*; D006435:Renal Dialysis / Q000523:psychology*