Conflict Resolution in Healthcare: Utilizing the SBAR Tool

QUESTION

5. The nurse thinks the patient needs a physical therapy evaluation after a knee procedure, but the nurse practitioner (NP) taking care of that patient is not present when the physical therapist (PT) is on the unit. The nurse asks the physical therapist to work with the patient. The PT thinks that the NP has been notified and evaluates the patient. When the NP finds out, they are angry and yell at the PT and nurse in front of staff. What tool could be used to respond to the NP by the PT or RN? Please state how you would use this tool.

ANSWER

Conflict Resolution in Healthcare: Utilizing the SBAR Tool

Introduction

In healthcare settings, effective communication and collaboration are paramount to providing safe and high-quality patient care. However, conflicts may arise due to misunderstandings or differences in perspective. In the scenario described, where a nurse initiated a physical therapy evaluation without the presence of the nurse practitioner (NP), leading to a conflict, the Situation-Background-Assessment-Recommendation (SBAR) tool can be a valuable resource for addressing the situation and resolving the conflict.

Utilizing the SBAR Tool

The SBAR tool is a structured communication framework that allows healthcare professionals to effectively convey critical information in a concise and organized manner. In this scenario, it can be used as follows:

Situation

The nurse and the physical therapist can use the “S” in SBAR to describe the current situation. They should provide a brief and factual summary of what has transpired, emphasizing the need to communicate and resolve the issue promptly. The nurse can explain why they thought the physical therapy evaluation was necessary and that they perceived a possible delay if they had waited for the NP’s presence.

Background

The “B” in SBAR allows the nurse and physical therapist to present relevant background information. This includes details about the patient’s condition, the nature of the knee procedure, and the rationale for the physical therapy evaluation. The background information can help the NP understand the context and the urgency of the situation.

Assessment

The “A” in SBAR is where the nurse and physical therapist can articulate their professional assessment of the situation. The nurse can express their concern for the patient’s well-being and the perceived need for immediate physical therapy. The physical therapist can explain why they believed the NP had been notified and that their evaluation was in the best interest of the patient.

Recommendation

The “R” in SBAR is where the nurse and physical therapist can collaboratively suggest a solution or a way forward. This could involve acknowledging any miscommunication, discussing the importance of teamwork, and proposing steps to prevent similar incidents in the future. It may also include suggesting the need for a huddle or brief team meeting to address concerns and expectations.

Addressing the NP

The nurse and physical therapist should approach the NP together, demonstrating a united front to resolve the issue. They can express their willingness to improve communication and avoid misunderstandings. The SBAR tool can be introduced as a helpful communication method to prevent future conflicts and ensure patient care remains the top priority.

Conclusion

The SBAR tool serves as a valuable means of addressing and resolving conflicts in healthcare settings. In this scenario, it can facilitate a constructive conversation between the nurse, physical therapist, and nurse practitioner. By utilizing the SBAR tool, healthcare professionals can collaboratively work toward a solution, improve communication, and ensure the best possible care for the patient while maintaining a positive and respectful team dynamic.