Title Sukobi medicinskih sestara/tehničara na radnom mjestu te njihov utjecaj na odnos prema pacijentima
Title (english) Conflicts between nurses/technicians in the workplace and their impact on the relationship to the patients
Author Elena Šošić
Mentor Tina Košanski (mentor)
Committee member Valentina Vincek (predsjednik povjerenstva)
Committee member Tina Košanski (član povjerenstva)
Committee member Mateja Križaj Grabant (član povjerenstva)
Granter University North (University centre Varaždin) (Department of Nursing) Koprivnica
Defense date and country 2023-09-12, Croatia
Scientific / art field, discipline and subdiscipline BIOMEDICINE AND HEALTHCARE Clinical Medical Sciences Nursing
Abstract Uvod i cilj: Zdravstveno okruženje podrazumijeva složen sustav međuljudskih odnosa. Međudjelovanje različitih profila zdravstvenih i nezdravstvenih radnika omogućuje obavljanje direktne i indirektne skrbi za pacijente, ali i istovremenu pojavu različitih čimbenika koji mogu biti izvor sukoba u organizacijama. Sukob se definira kao neslaganje koje se očituje nekompatibilnim odnosno suprotnim stajalištima ili ponašanjima. S jedne strane sukobi mogu poboljšati kvalitetu donošenja odluka i poboljšati razumijevanje različitih gledišta, s druge strane sukobi mogu negativno utjecati na produktivnost, kreativnost, zadovoljstvo i napor vezan uz skrb za pacijenta u zdravstvenim timovima. Prilikom upravljanja sukobima, postoje različiti stilovi rješavanja sukoba kao što su natjecanje, suradnja, kompromis, prilagođavanje i izbjegavanje. Različiti stilovi mogu biti poželjniji u određenim okolnostima ili okruženjima. Sukobi na radnom mjestu medicinskih sestara/tehničara, mogu rezultirati pozitivnim, kao i negativnim posljedicama. Negativni učinci sukoba na radnom mjestu medicinskih sestara/tehničara utječu na učinak medicinskog osoblja čime se ugrožava pacijentova sigurnost te povećava rizik od neželjenih pogrešaka. Cilj istraživanja je utvrđivanje mišljenja i iskustva o sukobima medicinskih sestara / tehničara na radnom mjestu te njihov utjecaj na odnos medicinske sestre / tehničara prema pacijentu.
Metode rada: Provedeno je presječno istraživanje na uzorku od 168 medicinskih sestara / tehničara. Istraživanje je provedeno pomoću online ankete koja se sastojala od šest dijelova gdje su sudionici iznosili vlastita mišljenja i iskustva o sukobima na Likertovoj skali.
Rezultati i zaključak: Istraživanje je pokazalo kako više od polovice sudionika najčešće nikad ne ulazi u sukobe sa svojim nadređenima ili sa pomoćnim djelatnicima, a također više od polovice njih rijetko ili ponekad ulazi u sukobe s kolegama. Tek 13,1% sudionika često ili vrlo često ulazi u sukobe s pacijentima. Preopterećenost poslom najveći broj sudionika (72,1%) smatra najčešćim uzrokom nastanka sukoba. Većina sudionika navodi da sukobi najčešće imaju negativne posljedice na njihovom radnom mjestu. Međutim, pokazalo se da uključenost sudionika u sukob ne ometa njihov rad s pacijentima što je svakako pozitivno jer osigurava obavljanje kvalitetne zdravstvene njege unatoč postojanju sukoba i njegovih posljedica. Od svih stilova upravljanja sukobom, sudionici najmanje koriste dominaciju što se u timu medicinskih sestara / tehničara može smatrati pozitivnim budući da korištenje takvog stila dovodi do zadovoljstva i rješavanja problema samo jedne strane u sukobu.
Abstract (english) Introduction and goal: The healthcare environment implies a complex system of interpersonal relationships. The interaction of different profiles of health and non-health workers enables the performance of direct and indirect care for patients, but also the simultaneous appearance of various factors that can be a source of conflict in organizations. Conflict is defined as a disagreement that manifests itself in incompatible or opposite attitudes or behaviors. On the one hand, conflicts can improve the quality of decision-making and improve the understanding of different points of view, on the other hand, conflicts can negatively affect productivity, creativity, satisfaction and effort related to patient care in healthcare teams. When managing conflict, there are different styles of conflict resolution such as competing, cooperating, compromising, accommodating and avoiding. Different styles may be preferred in certain circumstances or environments. Conflicts in the workplace of nurses/technicians can result in positive as well as negative consequences. The negative effects of conflict in the workplace of nurses/technicians affect the performance of medical staff, which endangers patient safety and increases the risk of unwanted errors. The aim of the research is to determine opinions and experiences about conflicts between nurses/technicians in the workplace and their impact on the nurse/technician's relationship with the patient.
Methods: A cross-sectional survey was conducted on a sample of 168 nurses. The research was conducted using an online survey that consisted of six parts where participants expressed their own opinions and experiences about conflicts on a Likert scale.
Results and conclusion: The research showed that more than half of the participants usually never get into conflicts with their superiors or assistants, and also more than half of them rarely or sometimes get into conflicts with colleagues. Only 13.1% of participants often or very often enter into conflicts with patients. Work overload is considered by the largest number of participants (72.1%) to be the most common cause of conflicts. Most of the participants state that conflicts most often have negative consequences in their workplace. However, it was shown that the participants' involvement in the conflict does not hinder their positive work with patients, which is certainly the case because it ensures the performance of quality health care despite the existence of the conflict and its consequences. Of all the conflict management styles, the participants use dominance the least, which can be considered positive in the nurse/technician team, since the use of such a style leads to the problem of satisfaction and resolution of only one party in the conflict.
Keywords
sukobi
upravljanje sukobima
medicinska sestra / tehničar
zdravstvena njega
pacijenti
Keywords (english)
conflicts
conflict management
nurse
health care
patients
Language croatian
URN:NBN urn:nbn:hr:122:546112
Study programme Title: Nursing Study programme type: professional Study level: undergraduate Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) sestrinstva (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) sestrinstva)
Type of resource Text
File origin Born digital
Access conditions Open access
Terms of use
Created on 2023-09-22 08:16:24