Decreasing Patient-Provider Conflict

The Decreasing Dialysis Patient-Provider Conflict (DPC) Project is the result of efforts of ESRD Networks and outcomes from a Renal Stakeholder Consensus Conference that met in October 2003. With funding from the Centers for Medicare & Medicaid Services (CMS) and diligent work from a variety of content experts and workgroups, the DPC Toolbox was developed. 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. The DPC toolkit, using the Conflict Model, follows these steps:  

  • Create a calm environment

  • Openness in understanding others

  • Need for a non-judgmental approach

  • Focus on the issue at hand

  • Look for solutions

  • Implement agreement

  • Continue communication

  • Take another look at the situation

  • The DPC toolkit is important because it fosters an improved patient-staff working relationship; it prevents escalation of conflict to maintain a safe workplace and provides skills to intervene successfully in a conflict. The toolkit also improves employee morale and increases employee and patient satisfaction with the dialysis experience. 

DPC Toolkit Components