Abstract
Aims and Objective: To determine nurses’ and #patients’ perceptions regarding nurse-patient conflicts.
Background: Nurse-patient conflicts, and both parties’
responses to them, are known to influence patients’ perceptions of the
quality of
nursing care. However, there remains a need to better understand and
conceptually interpret both parties’ perceptions, which this study aimed
to fulfill.
Design: A qualitative study aiming to create a conceptual model.
Method: #Participants were nurses attending nurse-manager
training courses and phone #counselors who handled calls from patients
seeking advice. Descriptive surveys were distributed to 320 nurses in
August and November 2012, January 2013, and June 2014. We further
conducted 8 interviews with phone counselors in December 2013 and
January-February 2014, which were also supplemented with existing
data from a previous study.
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