Implementation of Interdisciplinary Conflict Management by the Case Managers in Tugurejo Public Hospital of Semarang

Abstract

Interdisciplinary conflicts have a negative impact on the implementation of collaboration that can cause a decrease on the quality of healthcare services. Case managers have an important role in the implementation of interdisciplinary collaboration and healthcare services provided to patients. This study aimed to describe the implementation of interdisciplinary conflict management undertaken by the case managers in the inpatient wards of Tugurejo public hospital of Semarang. This study used a qualitative research design with a phenomenological approach. The population in this study was the case managers in the inpatient wards. The sampling was done by total sampling with 6 key informants. The data were collected through in-depth interviews and Focus Group Discussion (FGD) to examine the implementation of interdisciplinary conflict management. The results indicated that interdisciplinary conflicts in the form of dispute and decreased work productivity by doctors, nurses, and clinical pharmacists were caused by miscommunication, authority and changes, and occurred in the inpatient wards. The management of interdisciplinary conflicts undertaken by the case managers consisted of conflict prevention, conflict management, conflict settlement, and conflict reconciliation. The study concluded that the case managers played roles in the settlement of interdisciplinary conflicts which occurred in the hospital.