1. You receive an angry page from one of the discharge planning nurses. She has been asking your intern for the discharge paperwork for this patient since yesterday, and is furious that the intern has been rude and dismissive. She wants you to “deal with it”. There have been “issues” with this intern before…

2. Conflict Resolution & Consultative Medicine Chad Vokoun, MD UNMC – Internal Medicine Associate Program Director

3. Conflict Resolution: The Role of the Chief Resident The chief resident has a unique position- EVERYONE will come to you with issues (real or imagined) for you to fix – residents, nurses, faculty

5. Conflict Resolution: The Role of the Chief Resident Chief Resident Patient AdvocateResident Advocate

6. Conflict Resolution: A Survival Guide Rule #1: Always get the whole story Rule # 2: That means a first hand account of ALL sides, if possible Rule # 3: Identify the “real issues”

7. Conflict Resolution: A Survival Guide Not every battle has to be your battle Do not confuse “venting” with “real issues” Take notes BE FAIR BE CONSISTENT

8. Conflict Resolution: A Survival Guide Listen Don’t take sides It’s usually a communication thing… “Do the right thing for the patient”

9. AMA Ethical Principles of Consultation One physician should be in charge of the patient’s care. The attending physician has overall responsibility for the patient’s treatment. The consultant should not assume primary care of the patient without consent from the consulting physician.

10. AMA Ethical Principles of Consultation The consultation should be done punctually. Discussions during the consultation should be with the referring physician and only with the patient by prior consent of the referring physician. Conflicts of opinion should be resolved by a second consultation or withdrawal of the consultant; however, the consultant has the right to give their opinion to the patient in the presence of the referring physician.

11. Ten Commandments of Effective Consultation Arch Intern Med 1983

12. Ten Commandments of Effective Consultation - I Determine the question

13. Ten Commandments of Effective Consultation -II Determine the urgency

14. Ten Commandments of Effective Consultation - III Look for yourself

15. Ten Commandments of Effective Consultation - IV Be brief

16. Ten Commandments of Effective Consultation - V Be specific

17. Ten Commandments of Effective Consultation - VI Provide contingency plans

18. Ten Commandments of Effective Consultation - VII Honor Thy Turf

19. Ten Commandments of Effective Consultation - VIII Teach with tact

20. Ten Commandments of Effective Consultation - IX Talk is cheap but effective

21. Ten Commandments of Effective Consultation - X Follow up

22. Curbside Consultation OK for general questions OK for education Caution with specifics Medical-legal implications Document