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ESRD NETWORK PROGRAM  ·  NETWORKS 2 · 3 · 4 · 5 · 10 · 11 · 12

Conflict Resolution

Conflict Prevention & De-escalation Resources

This page houses resources for facilities to utilize in staff training and patient education for prevention and management of conflict. Facilities are strongly encouraged to conduct regular and frequent review of professionalism and deescalation training with staff. Quality Insights’ Patient Services team is available to consult and brainstorm the challenges you may face in maintaining a positive, calm healthcare culture in your facility.

Decreasing Dialysis Patient-Provider Conflict (DPC)

The Decreasing Dialysis Patient-Provider Conflict (DPC) Toolkit was developed with funding from the Centers for Medicare & Medicaid Services (CMS) and is based on the efforts and diligent work from a variety of content experts and work groups, including the ESRD Networks. The materials provided are designed for all levels of dialysis staff who provide direct patient care. The kit is composed of tools and resources regarding professionalism and conflict resolution.

Managing Patient Temperature Complaints

Facility temperature is a common complaint from patients. While the federal regulations do not dictate a range, the standard practice is to maintain a temperature between 72 and 75 degrees Fahrenheit. When patients express discomfort, the following actions are recommended:

  • Determine whether the patient has contributing anemia.
  • Check the thermostat.
  • Use a hand-held thermometer and do spot checks around the room and various times of day to determine if there are hot/cold pockets.
  • Is the patient seated under a vent?
  • Encourage the use of blankets, layered clothing, hats and mittens.
  • Provide the following education tools: (poster and brochure)
Dialysis patient covered with a blanket talking to a doctor