Patient care conflict resolution and care quality in Jos University Teaching Hospital

Abstract

This study evaluates patient care conflicts within the male ward at Jos University Teaching Hospital (JUTH) and highlights their significant impact on care quality and patient satisfaction. A mixed-methods approach was employed, utilizing structured questionnaires and semi- interviews with healthcare providers and patients to gather comprehensive data. The results indicated that communication breakdowns, differing treatment preferences, and power dynamics were primary sources of conflict, leading to delays in treatment and negative health outcomes. Additionally, the study assessed current conflict resolution practices within the men’s ward, identifying limitations and the need for improvement. It emphasizes the importance of effective communication and collaboration among healthcare professionals and patients in resolving conflicts. By analysing the underlying causes and evaluating existing strategies, the study proposes targeted recommendations, including enhanced training for healthcare staff,
improved communication channels, and the establishment of a dedicated conflict resolution department. The significance of this study extends beyond JUTH, providing valuable insights for healthcare practitioners and policymakers aiming to foster a more harmonious healthcare environment. Ultimately, this study contributes to the understanding of patient care conflicts and offers practical strategies for improving conflict resolution practices, thereby enhancing overall patient care quality. By addressing these challenges, the study envisions a more effective and patient-centred healthcare system at JUTH and similar institutions.