A model proposal for causes and solutions of communication-induced conflict: A research in public hospitals

As in all institutions, communication is very important in health institutions. . Many outputs of the health system are closely affected by the quality of communication between healthcare professionals ve patients. Physician ve nurse satisfaction; patient satisfaction is important in terms of quality ve the development of the health sector. . There are many problems that arise in the communication process between the patient ve the health personnel in health institutions. It is seen that the main problem is the lack of communication between the patient ve the health personnel. . Whether these problems are caused by the patient or their relatives, or by health workers, they can lead to further problems (violence, fights, etc.) if they are not resolved. Lack of communication or bad communication causes irreversible damage in the field of health. . In addition, if this situation is caused by the health worker, it can cause distrust as well as negative judgments against the health workers ve the hospital in the society. Negative communication affects both sides psychologically: It causes deficiencies in service delivery ve reception, ve also negatively affects service quality. The aim of this study is to reveal the causes ve solutions of communication-based conflicts in health institutions ve to present a model proposal for communication-based conflict resolution. For this purpose, the research was carried out at Balıklı Göl State Hospital, Siverek State Hospital, Viranşehir State Hospital, Ceylanpınar State Hospital, Harran State Hospital ve Akçakale State Hospital, ve within this framework, 500 patients ve/or their relatives were surveyed by easy sampling method. Analysis of the data was analyzed with SPSS 26.0 & AMOS 23.0 statistical package ve the results were explained in tables.