Conflict management in healthcare institutions: the case of healthcare center Zvečan

Abstract

Good interpersonal cooperation is necessary for the efficient and effective work of any organization, institution, program, project or team. Conflicts are an inevitable companion of good interpersonal relations and cooperation. Effective resolution of conflicts within any organization, including healthcare organizations, should be a priority due to their direct impact on the quality of healthcare provided. The paper aims to examine the influence of interpersonal health workers on the effectiveness of the health institutions where they are employed. The paper examines whether employees in a healthcare facility are exposed to conflict situations, as well as whether there is a connection between conflicts such as negative interpersonal relationships and business efficiency, i.e., the provision of healthcare services. Furthermore, the paper examines the differences between the conflict and the sociodemographic characteristics of the respondents. The research was conducted in the Healthcare center in Zvečan (Kosovska Mitrovica) through a survey. The research sample (N=103) consisted of employees in the aforementioned health institution.

Keywords

• interpersonal relations
• conflicts
• conflict style
• business efficiency
• healthcare institution