We examined health care conflicts through interviews with health care leaders, providers, and patients. Ninety-two medical providers, nurses, technologists, hospital leaders, and patients/families shared 156 conflict stories. We identified individual, interpersonal, and organizational factors contributing to interprofessional conflicts. Individual contributors included resource depletion (i.e., stress and fatigue), perceptions of others’ seemingly selfish motives, and judgment toward colleagues’ competence. Interpersonal conflicts involved prior unresolved conflicts, dehumanization, power differentials, or communication breakdown. Organizational factors included navigating within complex organizational structures and noncompliance with group norms. Conflicts resulted in negative consequences for patients (safety, satisfaction), providers (career, relationships, satisfaction, morale), and organizations (performance, staff turnover).

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来自医疗前线的冲突叙事：一个概念模型

我们通过与医疗保健领导者、提供者和患者的访谈来研究医疗保健冲突。92 名医疗服务提供者、护士、技术人员、医院领导和患者/家庭分享了 156 个冲突故事。我们确定了导致跨专业冲突的个人、人际关系和组织因素。个人贡献者包括资源枯竭（即压力和疲劳）、对他人看似自私的动机的看法以及对同事能力的判断。人际冲突涉及先前未解决的冲突、非人化、权力差异或沟通中断。组织因素包括在复杂的组织结构中导航和不遵守群体规范。冲突对患者（安全、满意度）、提供者（职业、