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The Exchange Strategy for Managing Conflict in Healthcare: How to Defuse Emotions and Create Solutions when the Stakes are High by Lisa Maxwell, Barbara Filner, Steven Dinkin

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APPENDIX BSentinel Event AlertJuly 9, 2008, Issue 40

[Editor’s Note: Numbers in parentheses refer to the numbered reference list at the end of this article.]

BEHAVIORS THAT UNDERMINE A CULTURE OF SAFETY

Intimidating and disruptive behaviors can foster medical errors (1, 2, 3), contribute to poor patient satisfaction and preventable adverse outcomes (1, 4, 5), increase the cost of care (4, 5), and cause qualified clinicians, administrators, and managers to seek new positions in more professional environments (1, 6). Safety and quality of patient care is dependent on teamwork, communication, and a collaborative work environment. To assure quality and to promote a culture of safety, healthcare organizations must address the problem of behaviors ...

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