title: [Does clinical risk management require a structured conflict management?].
abstract: A key element of clinical risk management is the analysis of errors causing near misses or patient damage. After analyzing the causes and circumstances, measures for process improvement have to be taken. Process management, human resource development and other established methods are used. If an interpersonal conflict is a contributory factor to the error, there is usually no structured conflict management available which includes selection criteria for various methods of conflict processing. The European University Viadrina in Frankfurt (Oder) has created a process model for introducing a structured conflict management system which is suitable for hospitals and could fill the gap in the methodological spectrum of clinical risk management. There is initial evidence that a structured conflict management reduces staff fluctuation and hidden conflict costs. This article should be understood as an impulse for discussion on to what extent the range of methods of clinical risk management should be complemented by conflict management.
authors.affiliation: Geschäftsbereich Qualitätsmanagement und klinische Prozessmanagement, Universitätsklinikum Hamburg-Eppendorf, Martinistraße 52 O13, 20246, Hamburg, Deutschland, neumann@uke.de.
authors.forename: Stefan
authors.initials: S
authors.lastname: Neumann
mesh_terms: D005858:Germany; D019300:Medical Errors / Q000517:prevention & control*; D017146:Models, Organizational; D017008:Negotiating / Q000379:methods*; D061214:Patient Safety; D017064:Process Assessment, Health Care / Q000458:organization & administration; D012308:Risk Management / Q000458:organization & administration*; D017751:Safety Management / Q000458:organization & administration*