What are the most effective conflict resolution techniques for patient advocates?

It's unfortunate but true that many conflicts in healthcare arise from patients feeling unheard, undervalued, or marginalized by the system. When patients or their families perceive that their care is compromised due to systemic issues, such as insurance type or hospital bureaucracy, it can lead to frustration, mistrust, and even potential harm. Addressing these concerns is essential for both the well-being of the patient and the integrity of the healthcare system.

The first step is to seek understanding first. I think too many times we are too quick to speak, give advice, and fix situations prior to having a correct understanding. It’s amazing what happens when people feel heard, understood, and validated. No matter who is right. It is about understanding and figuring what is right and the best course of action.

It is all too common for healthcare associates to feel undervalued when anger comes from a family or patient. I am a firm believe that healthcare associates receive de-escalation training and education on trauma informed care. Educating on the trauma informed care allows understanding patients better.

As patient advocate such conflicts may arise due to ineffective communication with patients and caregivers plus among healthcare providers as well. Communication is the key factor in which should be driven by openness, transparency, empathy compassion, and respect. Remember, we are not dealing with machines neither objects but human feelings and lives. So, be humanistic to be a great patient advocate.

As a patient advocate, it's vital to approach any issue with a strong sense of empathy and compassion towards both the patient and the caregivers involved. This approach acknowledges and validates their concerns, creating a sense of being genuinely heard and understood. Additionally, it's crucial to be mindful of cultural distinctions and varying perspectives, as these factors can significantly influence a patient's emotions and healthcare choices. To find a satisfactory resolution, patient advocates should prioritize the use of collaboration and compromise as essential methods for addressing and settling issues effectively.

Whatever the strategy my advice would be to tackle conflict as soon as it arises, even anticipating it if there are signs it's coming. Better to have a difficult conversation at the start of a process, when options are there for a strategy change, than later when expectations have been crystallized in the mind of the patient and any change will be more traumatic, if not impossible.

When choosing a conflict strategy as a patient advocate, consider: conflict severity, issue importance, relationships, time sensitivity, goals, power dynamics, desired outcome, history, communication, ethics, patient-centricity, and available resources.

Striking the right balance between empathy and assertiveness is key. One thing that I always tried to do is to manage expectations and state upfront what are the boundaries. Promising something that you can't deliver, even when done in good faith, would compromise your strategy by damaging the trust you have created, and it could take along time to re-establish it. I find that an early, conservative, clear statement of what is realistically possible will help channeling the relationship, help with acceptance and even create a positive feel when you manage to deliver a little more than originally agreed.

Listen, listen, listen! The first step to good communication is to listen to what the other person is saying. Don’t interrupt and focus on what the person is saying. Then ask questions to clarify anything you don’t understand or need more elaboration on.

During COVID-19 we experienced many changes in patient visitation policies. Several conflicts arose over the new patient visitation policies. Concerned family members and hospital administrators had opposing views. There were times that despite our initial attempts to mediate, emotions escalated. Sensing the need for help, they brought in a professional mediator. The mediator helped both parties to gain understanding of each other's differing viewpoints. A compromise was reached, revising the policy to accommodate critical moments while enhancing communication. The mediator's involvement diffused the conflict and strengthened relationships, teaching them the power of neutral mediation in resolving disputes effectively.

In my opinion, the best way to solve a conflict is to prevent it. If you have reached the point of conflict, it’s already too late. In my experience, in tense situations, people (patients, medical professionals, patient advocates, other stakeholders) tend to rely more on what they want and think rather than what is trying to be achieved. Leaving one’s ego at the door when wearing the patient advocate hat should be a requirement in all aspects of patient advocacy but most importantly in conflict resolution.

Even in conflict, curiosity can play a vital role. In moments of crisis or conflict it’s important to stay neutral and ask questions to clarify what the client is going through or what need isn’t being met. Asking questions shows interest and can help defuse tensions and find solutions.