Lack of Communication and Cooperation in a Medical Setting

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Lack of communication and cooperation in a medical setting is dangerous. As this week's reading illustrated, over 1.3 million Americans are injured yearly due to medical errors (Chamberlain University, 2023). Additionally, if medical injury were a disease, it would be the fifth leading cause of death in the United States (Chamberlain University, 2023). As a result, each member must work together professionally and respectfully to deliver safe and effective patient care. The inability to do so is a detriment to the patient, other staff members, leadership, and the practice. As the example illustrates, this is not the first occurrence of conflict in a patient setting, and it is only a matter of time before a critical value goes unreported to the detriment of the patient.



The medical assistant is responsible for promptly reporting information to the appropriate clinical staff. In addition, during the hiring process, these expectations are shared with all clinicians as a code of conduct agreement in most organizations. Leadership must address this safety concern to avoid potential legal action if an adverse event involving a patient occurs. The Virginia Department of Health Professions states that any action that places patient safety or the public at risk of harm is subject to immediate disciplinary action (2023). Corrective action can include suspension or immediate revocation of a license to practice if there is proof of safety concerns (Virginia Department of Health Professions, 2023). In addition, reminding all parties involved of the ethical implications of conflict situations is necessary.



First, there is an ethical responsibility each clinic member shares to do no harm by practicing non-maleficence. Remembering to practice utilizing the principle of beneficence to do good is vital. Regardless of the actions of the medical assistant, the nurse practitioner is responsible for collecting, analyzing, diagnosing, and treating each patient using the information gathered during the visit. If a value or item is missing, the nurse practitioner must diligently seek out the results and communicate with staff members for the required data. The legal implication of not gathering the correct information and thereby misdiagnosing or forming an incorrect treatment plan is negligence (Buppert, 2018). If harm were to come to the patient due to negligent actions, the legal charge would escalate to malpractice. Malpractice allegations place the license of the nurse practitioner at risk. In addition, the integrity of the practice and medical director is at stake with accusations of negligence or malpractice. More importantly, the medical practice may be subject to additional fines and disciplinary action if the Virginia Board were aware of gross negligence. Therefore it is essential to address poor communication and promote collaboration among team members. If there is conflict, other team members and leadership must actively address it immediately. It is not beneficial for finger-pointing but to work together to find a solution where the worst-case scenario never becomes a reality.



The risk for conflict in high-stress environments is more likely to occur, but being aware of options to prevent behavior from placing patients and other staff at risk is essential. In addition, understanding the conflict's source is necessary to offer viable solutions. There are potential personality differences, unclear job roles, and disagreement on the clinic staff expectations to consider. Discussing those topics with staff members individually in a non-threatening neutral environment may successfully address the root cause. Therefore, conflict resolution and management skills are fundamental to the vitality of any healthcare organization. Without specific measures, the cost to an organization can include higher staff turnover, adverse patient outcomes, and unhealthy work environments (Delak & Sirok, 2022). Protocols for specific interventions related to conflict resolution should be available in large hospital systems. For example, a third-party arbitration through human resources can often prevent future episodes of dangerous patient outcomes. During these encounters, participants are heard in a neutral environment while the mediator proposes a solution both parties agree to. In addition, documented follow-up is to occur to monitor behaviors. Starting a paper trail is necessary to escalate the situation due to the threat to patient safety. Setting clear expectations as part of leadership in the clinic is essential to protect patients and the right of all staff members to work in a safe and healthy workplace.



Leaders are instrumental in setting the tone of the work environment. The workplace culture is fluid and can be positively influenced by engaging employees, acknowledging them for their contributions openly, communicating throughout the day, working alongside staff, and actively listening to concerns (UMA education, 2023). In addition, teaching staff principles of effective communication through encouraging the exchange of ideas and team-building activities allows connection and trust to form. A leader inspires others to follow a shared vision toward creating an environment where employees can grow professionally, connect, and feel supported to provide patient care (Lamb et al., 2018). In addition, taking a genuine interest in the lives of every employee and making them feel valued drives loyalty to an organization. Suppose an organization is overly concerned about profit and does not invest in the well-being of its employees. That will be evident through low morale, high turnover, and decreased patient satisfaction. Happy employees and supportive leadership are critical components in influencing positive patient outcomes.



References



Buppert, C. (2017). Nurse practitioner's business practice & legal guide (6th ed.). Jones & Bartlett.



Chamberlain University. (2023). The impact of quality improvement on patient safety. 



Lamb, A., Martin-Misener, R., Bryant-Lukosius, D., & Latimer, M. (2018). Describing the leadership capabilities of advanced practice nurses using a qualitative descriptive study. Nursing Open, 5(3), 400–413. 


Ultimate Medical Academy. (2023). Ten ways to build culture in a healthcare organization. 


Virginia Department of Health Professions. (2023). Laws and regulations for certified nurse aides [PDF].