Conflict in the workplace, especially within high-stakes environments like hospitals, can severely impact operational efficiency and employee morale. Lincoln Hospital, a 400-bed for-profit hospital in the southwestern United States, faced a severe crisis in its operating room (OR). This case study explores how third-party intervention helped resolve deep-rooted conflicts and improved the hospital's overall functioning.
The Context of Lincoln Hospital
Lincoln Hospital was experiencing severe problems in its OR soon after the election of a new chief of surgery. The OR was short seven surgical nurses, and 40% of the OR nurses had quit during the previous eight months, leading to a significant decrease in the quality of care. Additionally, scheduling issues, equipment shortages, and interpersonal conflicts between doctors and nurses exacerbated the situation.
Emergence of Issues
The hospital faced multiple challenges, including:
Nursing Shortage: High turnover among OR nurses led to the hiring of less experienced replacements, which further strained the department.
Equipment Availability: Surgeries were often delayed due to missing or incorrect equipment, causing significant disruptions.
Scheduling Conflicts: Anesthesiologists and surgeons often were unavailable or tardy, complicating the already tight schedules.
Interpersonal Conflicts: The surgeons and nurses were frequently at odds, particularly the new chief of surgery, Don, and the veteran OR director, Mary. Don had campaigned on a promise to get Mary fired, creating a hostile work environment.
The Role of the Third-Party Consultant
Lincoln's president faced a tough decision: either satisfy the surgeons by opposing Mary or support Mary, who had been a loyal and effective OR director. To address these conflicts, the president decided to bring in a third-party consultant.
Initial Interventions and Diagnosis
The consultant began by conducting extended interviews with both Don and Mary, as well as other stakeholders in the OR. The goal was to determine their commitment to improving their working relationship and to gather insights into the root causes of the conflict.
Facilitating Communication and Resolution
The third-party facilitation intervention included perception sharing, problem identification, contracting, and follow-up meetings. The first formal meeting involved Don and Mary writing down answers to three questions:
What does he or she do well?
What do I think I do that bugs him or her?
What does he or she do that bugs me?
This exercise forced them to articulate specific behaviors rather than resort to general criticisms, which helped to rationalize the emotionally charged situation.
Outcomes and Reflections
The intervention led to several positive outcomes:
Improved Communication: By articulating specific issues and recognizing each other’s strengths, Don and Mary started to understand each other’s perspectives better.
Behavioral Changes: Identifying specific behaviors that caused friction allowed both parties to work on those areas, improving their working relationship.
Operational Efficiency: As the conflict began to resolve, the OR's operational efficiency improved, with better scheduling and resource management.
The ongoing follow-up meetings ensured that the changes were sustained and that any new issues were addressed promptly.
Implications for Organizational Development
The case of Lincoln Hospital illustrates the importance of third-party intervention in resolving conflicts that disrupt necessary task interactions and work relationships. Effective third-party interventions require careful diagnosis, structured communication, and ongoing follow-up to ensure lasting improvements.
Conclusion
Third-party interventions are a powerful tool for resolving conflicts in high-stakes environments like hospitals. The experience of Lincoln Hospital demonstrates how strategic interventions can improve communication, enhance operational efficiency, and foster a more collaborative work environment. At OrgEvo Consulting, we specialize in providing expert conflict resolution and organizational development services to help organizations navigate complex challenges and achieve their strategic goals.
Connect with OrgEvo Consulting
OrgEvo Consulting offers comprehensive services in organizational development, including conflict resolution, team building, and strategic planning. Our customized interventions are designed to enhance operational efficiency, foster collaboration, and drive organizational success. Contact us today to learn how we can support your organization.
Comments