Development of a conflict management system in the intensive care unit of a multidisciplinary hospital using LEAN technologies: a pilot study.

Objective: to develop and evaluate the effectiveness of a conflict management system using the example of the intensive care unit of a multidisciplinary hospital Materials and methods. The study was conducted on the basis of City Clinical Hospital No. 1 named after. N. I. Pirogov, resuscitation and intensive care units in 2023. The study included 74 department employees‑42 medical (34 male (80.9%) and 8 female (19.1%), and 47 nursing staff: 12 male (25.3%) and 35 female (74.5%). In order to identify the presence of conflict situations (incidents), their causes and factors provoking them, questionnaires were developed: questionnaire 1—initial assessment (input) and questionnaire 2—assessment of the results of the proposed conflict management model. analysis of operational activities, a Gantt chart was drawn up for medical and paramedical personnel, a comparative and statistical analysis of the results was performed and an algorithm for making management decisions was developed. Results. A tool for identifying conflict situations in a universal electronic form has been created. According to the survey results: conflicts do occur, they are regular, and the participants in the conflicts are department employees. The main cause of conflicts is the conditions of daily operating activities and non-compliance with ethical and deontological standards. Losses in the provision of medical care were identified and assessed: defects in the provision of medical care (defects); waiting is the time before the provision of medical services; untapped potential of employees; transport losses. An algorithm for managing conflicts and preventing future incidents has been developed and implemented. Conclusions. The study demonstrated the need for clear organization of operational activities; formation of protocols for improving professional competencies; formation of a motivational system; creation of an information analytical system for control and monitoring of current processes.