Uticaj zaposlenih na kvalitet zdravstvenih usluga mjerama sekundarne prevencije konflikata

Influence of employees on the quality of health care services by secondary prevention of conflicts

Summary

Introduction: Confrontation and conflict resolution in health facilities on secondary level by employees includes effective management measures for existing conflicts.

Conflicts should be confronted on creative, constructive and efficient way. Conflicts are not supposed to disappear. The aim is to learn how to reduce their negative impacts, to accept them easier and turn it into positive experience.

It is possible to achieve this by conflict assessment and assessment of our own possibilities, supports and strenghts – self-esteem, self-confidence.

Aim:To analyze the dominant measures of secondary conflict prevention in health facilities by employees and the reflection to the quality of services they provide.

Methodology: Analysis of the survey conducted on a sample of 108 (34.83 %) of the employees at the Public Health Care Institution “Outpatient Clinic” Živinice.

Results: Representation of affirmative measures: measures of secondary conflict prevention in the institution by the employees includes work on the prevention and conflict resolution in everyone’s favor – 96 (88,88%) cases, communication improvement – 94 (87,03%), conflict management education – 74 (68,52%), appreciation of other employees – 73 (67,59%), enhancement of physical activity – 54 (50,00%), change of position within the institution– 21 (19,44%), taking sick leave – 7 (6,48%) and complete abandonment of employment – 6 (5,55%) cases.

Conclusions: Employees should use existing conflict situation as a possibility, challenge, opportunity and not as a threat, risk or loss of something. Constructive approach to secondary prevention of conflicts wil lead to better health care quality and better functioning, efficiency and effectiveness of a health care institution. Also, this leads to employee and patient satisfaction, satisfaction of the local community and controllers in health system (health departments and ministries, health insurance, national public health institute). Besides professional knowledge and skills improvement, employees should be educated about many other fields like: communication skills, conflict management, health protecton within the anti-stress treatments, organizational and management skills training.

Key words: conflicts, employees, secondary prevention, quality of services

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