Conflict in nursing profession is natural and inevitable and arises as a daily challenge in healthcare organizations. Therefore, conflict management is extremely important for organizational effectiveness and efficiency and nursing staff must effectively manage conflict in order to provide an environment that stimulates personal growth and ensures quality of patient care. Aim: The present study aimed to assess the effect of conflict management educational program for staff nurses on quality of patient care. Research Design: Quasi experimental design was utilized. Study Setting: The study was conducted in general Medical units at Benha University Hospital. The study sample was: All available staff nurses (116) and a convenient sample of (200) patients from the above mentioned study setting. Tools of data collection: Three tools were used: (1) conflict management knowledge questionnaire, (2) Rahim Organization Conflict Inventory II (ROCI II), subordinate form (B) and (3) quality of patients' care questionnaire. The result: The findings of this study showed that there was highly statistically significant improvement in staff nurses' knowledge regarding conflict thorough program. In addition, there was highly statistically significant improvement in conflict management strategies and level of quality of patient care thorough program. Conclusion: The study concluded that there was a positive highly statistical significant correlation between overall score of conflict management and quality of patient care thorough program. Recommendation: Hospital should carry out continuous in–service training program about policies and guidelines that facilitate collaborative practice and use a proactive measure to address conflict issues and moving toward resolution of it. And nursing faculties should to support nursing staff with required knowledge and skills that contribute to quality patient care.
Ebtesam Saeed Ahmed Abd-Elrhaman,
Aya Ghoneimy Hasanin Ghoneimy,
The Effect of Conflict Management Program on Quality of Patient Care, American Journal of Nursing Science.
Vol. 7, No. 5,
2018, pp. 192-201.
Dahlkemper, T. Nursing Leadership, Management, and Professional Practice for the LPN/LVN, 2017: 6th ed., F.A. Davis Company.
Ellis, P. & Abbott, J. Strategies for managing conflict within the team. Journal of Renal Nursing. (ISSN 2041-1448). 2011: 3(1) 40 – 43. http://dx.doi.org/10.12968/jorn.2011.3.1.40.
Yoder-Wise, P. Leading and managing in nursing. Elsevier Health Sciences. 2015.
Ledlow, G. and Stephens, J. Leadership for Health Professionals. Jones & Bartlett Learning. 2018.
Murray, E. Nursing leadership and management: for patient safety and quality care, F.A. Davis Company. 2018.
Cherry B, Jacob SR. Contemporary nursing: Issues, trends, & Management, Mosby. 2017.
Reece, B. and Reece, M. Effective human relations: interpersonal and organizational applications, Cengage Learning. 2017.
Chang E, Daly J. Transitions in Nursing: Preparing for Professional Practice, Elsevier - Health Sciences Division. 2016.
Higazee, M., and Zeinhom ,A. Types and levels of conflicts experienced by nurses in the hospital settings. Health Science Journal. 2015: Available from: http://www.hsj.gr/medi-cine/types-and-levels-of-conflicts-experienced-by-nurses-in-the-hospital-set tings.php?aid=7838.
Kim, W., Nicotera, A. and McNulty, J. Nurses’ perceptions of conflict as construc-tive or destructive. Journal of Advanced Nursing , 2015: 71(9), Pp 2073 – 2083, Available @ CINAHL, EBSCOhost Academic Search Elite, Accessed 28.03.
Marquis, B. and Huston, C. Leadership Roles and Management Functions in Nursing: Theory and Application. 2015: from:https://books. google. com.eg/books? Id.
Rudani, R. Principles of management [internet]. McGraw-Hill education (India); 2013. Available from:https://books.google.com. eg/books ?id.
Huber, D. Leadership and Nursing Care Management, 2014: 5th ed. Elsevier Health Sciences.
Obied H., Shabaan F., Shalaby H., and Gadiry S. Application of designed orientation program for nurse interns based on learning needs assessment, Journal of American Science, 2013: 9 (3), PP 80-91.
Roussel, L. Management and Leadership for Nurse Administrators [Internet]. Jones & Bartlett Learning. 2013: from: https://books. Google .com .eg/books?
Abudahi, A. Relationship between perceived organizational climate and conflict management strategies among nurses in Cairo University Hospital: Piloting a conflict management approach, 2012 (Unpublished Doctorate thesis), Cairo University, Egypt.
Turgut, E. Demİrkol, H., Türk, M., Cİrİt, N. and Bilge, A. The effectiveness of the conflict management education on staff in a mental health hospital. Int Ref J Nurs Res; 2017; 1(9).
Rahim, M. A. Managing conflict in organizations, 2011; 4th ed., New Jersey: Transaction Publishers, ISBN 978-1-4128-1456-0.
Dahshan, M. and Keshk, L. Managers' Conflict Management Styles and its Effect on Staff Nurses‟ Turnover Intention at Shebin El Kom Hospitals, Menoufiya Governorate, World Journal of Medical Sciences, 2014; 11 (1),PP 132-143.
Johansen, M. Keeping the peace: Conflict management strategies for nurse managers, Nursing Management. 2012, February.50-54Lippincott Williams & Wilkins .Www .nursing management. Com.
Radford, J. Assessing conflict management style of educational leaders as a means to improve relationships and effectiveness. 2013.
Riley, P., Zuber.A.,Vindigni,S., Gupta, N., Verani, A., Sunderland, N., and Campbell, J. Information systems on human resources for health: a global review, Hum Resour Health, 2012; 10(7), PP 10-1186.
Ahmed, S. and Obied, H. Effect of utilizing conflict management strategies for icu nurses on patient care, Journal of Nursing and Health Science, 2016: 5(2), PP 39-46.
Ballah, H. Relationship between nursing care delivery system and patient satisfaction, Master thesis , Faculty of nursing, Benha University, 2018: pp 45-46.
Said Ahmed, R. and El Demerdash, S. An educational program about nursing managers` transformational leadership, conflict management styles and decision making effectiveness , Journal of Nursing and Health Science, 2014; 3(3),PP 42-56.
Ibrahim, S. Mohamed, H. and EL-Gazar, H. The Effect of Conflict-Management Enhancing Strategy for Head Nurses on the Quality of Vertical Dyad Linkage with Nurses, International Journal of Nursing Didactics, 2018; 8(04), PP 25-34.
Al-Hamdan, Z., Shukri, R. and Anthony, D. Conflict management styles used by nurse managers in the Sultanate of Oman, Journal of Clinical Nursing, 2011; 20, PP 571–580.
Nussera, H, Al-Hamdan, Z. and Masa’deh, R. Conflict management style of Jordanian nurse managers and its relationship to staff nurses’ intent to stay, Journal of Nursing Management, 2016;24, PP 137–145.
Baddar, F., Salem, O. and Villagracia,H. Conflict resolution strategies of nurses in a selected government tertiary hospital in the Kingdom of Saudi Arabia, Journal of Nursing Education and Practice, 2016; 6(5), PP 91-99.
Polat,S., Sen, H., Ünald,N., Sakarya,S. and Yıldırım, T. The management strategies used for conflicts resolution: A study on the chief physician and the directors of health care services, International Journal of Medical Research & Health Sciences, 2017; 6(8), PP 105-110.
Anthony, D, Norrie, P and Al-Hamdan, Z. Conflict management styles used by nurses in Jordan, Journal of Research in Nursing, 2014; 19 (1). PP 40 - 53.
Sinha, A. the role of team effectiveness in quality of health care, 2017: available @ http://www.imedpub.com/articles/the-role-of-team-effectiveness-in-quality-ofhealth-care.php?aid=18179.
Kvist, K.,Voutilainen, A. , Mäntynen ,R. and Vehviläinen, K. The relationship between patients’ perceptions of care quality and three factors: nursing staff job satisfaction, organizational characteristics and patient age, 2014;14, P.466.
Patton, C. Conflict in Health Care: A literature review, the internet journal of healthcare administration, 2014; 9 (1), Available from: http://ispub.com/IJHCA/9/1/20081.