Conflicts are inevitable in any workplace, from misunderstandings between patients and providers to disagreements among healthcare staff.
However, when covered entities handle these disputes, they must protect individuals’ protected health information (PHI). Breaching confidentiality can jeopardize individual relationships and the overall integrity of healthcare organizations.
As Iowa University explains, "Information released about a situation could result in serious consequences including worsened work relationships, damage to professional reputations, loss of career opportunities, concerns about violence, and more."
Moreover, maintaining confidentiality during conflict resolution prevents harm to individual parties. It protects the organization from legal liabilities and reputational damage.
Therefore, healthcare organizations must handle conflicts with the utmost discretion. Leaking sensitive details, related to patient care or internal staff disputes, can erode trust and compromise a healthcare institution's credibility.
Addressing conflicts in healthcare organizations
The Cooperative of American Physicians states, “If communication within an organization is not effectively utilized, team members will deviate from procedures or avoid working with key team members.”
Communication breakdowns can hinder collaboration, leading to inefficiencies and potentially jeopardizing patient care. Miscommunication or avoidance behaviors can also have critical consequences.
Therefore, healthcare organizations must prioritize conflict resolution and confidentiality to maintain a cohesive workforce.
How to resolve conflict within healthcare organizations
Organizations must create an environment where staff feel safe to voice concerns. Confidential reporting mechanisms, mediation facilitated by neutral third parties, and regular training on conflict resolution could help employees constructively address these issues.
Moreover, leadership must model confidential handling of disputes to reinforce discretion in sensitive matters. Healthcare administrators can also set the tone for how conflicts are managed and resolved, influencing the overall organizational culture.
Use a secure solution
Using HIPAA compliant email solutions, like Paubox, is a practical way to safeguard confidentiality during conflict resolution. These secure emails use advanced security measures, including encryption, access controls, and audit trails, so PHI and internal discussions remain protected.
HIPAA compliant emails also allow healthcare teams to communicate among themselves without risking data breaches or violating patient privacy laws. They also allow internal communications related to staff grievances, performance concerns, and conflict resolution processes.
Create conflict management policies
Healthcare organizations should create policies that outline conflict management and maintain confidentiality. These policies should state the types of information that require protection, the steps for reporting and resolving disputes, and the consequences of breaching confidentiality.
Train staff
Regular training sessions can help staff adhere to these policies, upholding responsibility and ethical behavior. Healthcare organizations should also invest in conflict resolution training that emphasizes confidentiality. Workshops and seminars can give staff the skills to navigate disputes professionally.
These training sessions will also show the organization’s commitment to a respectful and supportive work environment. Protecting sensitive information during disputes safeguards relationships and professional reputations.
Ultimately, a commitment to confidentiality creates a safer, more respectful, and more productive healthcare setting for staff and patients. When healthcare organizations manage conflicts discreetly, they can improve their teamwork, and patient care, sustaining professionalism.
Read also: Using HIPAA compliant emails for conflict resolution
FAQs
Can covered entities use email for internal conflict resolution between staff?
Yes, but covered entities must use a HIPAA compliant emailing platform, like Paubox, to secure protected health information and ensure that all communications remain professional.
What is HIPAA?
HIPAA stands for the Health Insurance Portability and Accountability Act, a U.S. law designed to safeguard personal health data and ensure its confidentiality, integrity, and availability.
Is patient consent required for emails?
Yes, covered entities, like healthcare organizations, must obtain patient consent before sending patients’ protected health information (PHI) via email.
See also: A HIPAA consent form template that's easy to share
