Sumy State University, Ukraine
Ph.D., Associate Professor, Sumy State University, Ukraine
Caucasus International University, Georgia
This article provides ways to improve the conflict management system in health care based on analyzing the causes of conflicts in a private medical institution. The authors considered the healthcare delivery process in the triad «health worker – patient – society». The study involved analyzing conflict causes in the health care system in the relationship between «health worker – patient» and «health worker – health worker». To determine the conflict causes in private medical institutions and ways to minimize them, the authors used questionnaire data collection, interviewing technique, data analysis, and graphic approach. The study object is medical staff and patients of SILMED Diagnostic Medical Center in Ukraine. The findings identified the main problems in the organization of the conflict management system. Therefore, the essence of conflict situations arising in a medical institution was determined. The obtained results allowed formulating proposals to improve the conflict management system of the private medical institution. Thus, the authors emphasized that the conflict management system in private medicine should minimize the probability of conflict, focus on the treatment quality and the service price. Besides, it should include the development of moral codes for doctors in private medical institutions. The authors noted that to reduce conflict in the relationship «medical worker – medical worker», conflict prevention is more effective than constructive resolution. Thus, conflict prevention requires less effort, resources, and time for a successful clinic operation. To decrease conflicts in the relationship «health worker – patient», it is essential to make a pact between the patient and private medical institution. It establishes the patient’s relationship with the clinic and is publicly available for customers. In the study, the authors concluded that during the consultation, the healthcare professional should persuade the patient to follow all recommendations for maintaining or improving the patient’s health, requiring, if necessary, evidence from the clinic’s patients to follow the treatment protocol.
Keywords: conflict, conflict «health worker – patient, conflict «health worker – health worker», healthcare service, health care, private medicine.
JEL Classification: I18, H75, M12.
Cite as: Tenytska, T., Myroshnychenko, Iu., & Lomia, K. (2020). Conflict management system in health care. Health Economics and Management Review, 1(2), 61-69. https://doi.org/10.21272/hem.2020.2-07
This work is licensed under a Creative Commons Attribution 4.0 International License
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