Conflict Situations in a Hospital in the Community of Madrid, Spain: Impact of Training in Conflict Management and Intervention Strategies

Objetive: To evaluate the impact of training in “Management of Conflict Situations” on SERMAS workers in our hospital, analysing causes, patterns and areas most exposed to conflicts, and identifying the changes observed after the training. Methods: We performed a retrospective analysis of the years 2021, 2022 and 2023 by collecting data on conflict situations using the REMAC form (Madrid Register of Aggressions and Conflicts). Results: 103 conflict situations were recorded, highlighting verbal aggressions and threats, mainly directed at women. Internal Medicine and the Emergency Department accounted for 29.13% and 16.50%, respectively. 34.95% were related to dissatisfaction with hospital care received, and there was a 2.5-fold increase since March 2022. Conclusions: We attribute the increase to growing awareness following the training provided in March 2022. We further propose, with the results obtained, a risk map focused on critical areas to guide formative and preventive actions in response to the findings.