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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…
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Conflict Resolution: Angela Jackson, MD Director, Primary Care Training Program Boston University School of Medicine
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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
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Conflict Resolution: The Role of the Chief Resident Chief Resident Patient AdvocateResident Advocate
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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”
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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
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Conflict Resolution: A Survival Guide Listen Don’t take sides It’s usually a communication thing… “Do the right thing for the patient”
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