Exploring the Relationship Between Conflict Management Styles and Patient Satisfaction in Healthcare Settings in Jordan from the perspective of healthcare staff employees: A Cross-Sectional Analysis

Abstract

Objective: This study explores how five administrative conflict management strategies (ACMS)—competition, avoidance, compromise, accommodation, and collaboration—affect patient satisfaction in healthcare organisations within the Hashemite Kingdom of Jordan. Method: Patients and healthcare professionals from three public and three private hospitals from 18 hospitals in Jordan were surveyed using a descriptive-correlational design. Two validated questionnaires were used to recruit a stratified random sample: a patient satisfaction survey (Cronbach's alpha = 0.79) and a 28-item ACMS evaluation instrument (alpha = 0.81). The evaluation focused on the quality of nursing care, admissions processes, and the overall hospital atmosphere. The staff response rate was 82.8%, while the patient response rate was 85.9%. Results: Healthcare staff emphasised assertiveness and self-interest, favouring the competitive conflict management style (M = 3.40, SD = 0.73). The least favoured approach was avoidance (M = 3.03, SD = 0.79). Collaborative problem-solving efforts were evident in the second-ranked collaboration. Patient satisfaction scores (M = 3.94, SD = 0.83) reflected a positive evaluation of hospital services, with admission processes receiving the highest ratings. Conclusion: Enhancing organisational effectiveness and patient satisfaction in the healthcare industry necessitates effective conflict management. The results underscore the importance of interventions that tackle structural and cultural factors influencing conflict dynamics while promoting assertive and cooperative strategies among Jordanian healthcare workers. This study establishes a foundation for future research and valuable advancements in conflict resolution techniques within the medical field.

Keywords

• Conflict management styles
• patient satisfaction
• healthcare staff
• healthcare settings

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