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Client Relationships Conflict and Care

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Page 1: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Client RelationshipsConflict and Care

Page 2: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

1.4 Comments and Complaints

Each resident (or his or her representative) and other interested parties have access to internal and external complaints mechanisms

Accreditation Standards

Page 3: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Culture

Principles

People

Process

Analysis

Commonwealth Ombudsman, Better Practice Guide to Complaint Handling, April 2009

The Commonwealth Ombudsman

Page 4: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

BlueCross

Culture

Principles

People ?

Process

Analysis

Page 5: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Our questions are

Are our staff well prepared to meet the challenges of conflict and complaints?

What is the impact of dealing with conflict having on our staff?

The research

Page 6: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Process

Questionnaire

Interviews

Appreciative Inquiry

Page 7: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Results

Training

Feelings about conflict

Strategies

People involved

Time spent

What I do when it is too much

Page 8: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Training

Level of training

Stand alone or component

Hours of training

Page 9: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Feelings about conflict

Feelings about being faced with a conflict

Effect on attitude to work

Page 10: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Conflict Resolution Strategies

Manage the situation

Identify the issue

Develop options

Agree on a plan

Implement the plan

Monitor progress of plan

Review the outcome & process

Page 11: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

People involved

The roles of people involved in conflict

Page 12: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Time spent on conflict

Percentage of time spent on conflict

Page 13: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

When it is too much

Strategies people use to manage when a situation is too much

Page 14: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

Next steps

Take this research through the whole organisation

Do Appreciative Inquiry processes

Page 15: Client Relationships Conflict and Care. 1.4 Comments and Complaints Each resident (or his or her representative) and other interested parties have access

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