Establish relationships ahead of medical staff conflicts
In much of the literature about conflict/dispute resolution, the existing relationship of the conflicted parties plays a significant role in how easily and successful the resolution will be. Just like marriage (or any other close arrangement), developing a good, trusting relationship before you need it is always a good strategy. The MSP’s role here is significant, especially since he or she is most likely the subject matter expert who is neutral to most disputes but plays a role in developing the resolution. Improving your relationship with key leaders (physicians and other healthcare providers as well as hospital management) helps these individuals know you better in times where stress and conflict aren’t factors.
The following are a few suggestions on how to develop and improve relationships:
- Develop a list of individuals who might likely be involved in a dispute situation and make a point to introduce yourself to them and to be where they are to have the casual conversations (e.g., the physicians’ dining room). Update this list monthly.
- Educate key individuals on the skillsets of the MSP and how he or she can add to strategic and planning teams. MSPs should be kept updated on organizational strategy and new regulations and laws that could potentially have an impact on the medical staff. This is especially true as facilities go through any downsizing or curtailing of services.
- Practice purposeful rounding, that is, get out of the medical staff services department on a regular basis and round where you are likely to run into individuals on your list. Rotate the places you round.
- Make it a point to check in regularly with physician, nursing, and allied health professional leaders to get a sense of what concerns they have. For example, a good question is, “What issue is keeping you up at night?”
- If your hospital/healthcare system has gone through a merger or acquisition, reach out to leaders of the other medical staff services departments and plan how you can support the new entity.