The Decreasing Dialysis Patient/Provider Conflict (DPC) toolkit is a wonderful tool to help staff manage conflict effectively, improve communication, and increase patient and staff satisfaction. Conflict is never easy and the unique characteristics of the dialysis setting can make it even more challenging. The DPC was developed by a national group of dialysis professionals and is recognized as a resource for decreasing involuntary discharges in the ESRD Conditions for Coverage.

The DPC toolkit includes several tools to assist with both staff training and quality improvement. The training aims to decrease patient-provider conflict by building conflict resolution skills, improving communication and increasing understanding of how interactions with patients, their families and other staff may trigger or escalate conflict in the dialysis setting.

The staff training component was built around the acronym CONFLICT. Each letter of the acronym represents a principle or action that can be used when trying to prevent, decrease, or understand patient-provider conflict. Training components include:

Create a Calm Environment

Open Yourself to Understanding Others

Need a Nonjudgmental Approach

Focus on the Issue

Look for Solutions

Implement Agreement

Continue to Communicate

Take Another Look

To learn more about or to re-visit this resource check out the DPC Overview provided. The manual can be downloaded by visiting the NCC website or if you’d like a hard-copy (with the interactive CD) complete the Network Resource Request form.

The Patient Services Team (Allison Wayment, Patient Services Specialist and DeeDee Velasquez-Peralta, Patient Services Manager) are available to discuss any challenging situations you may be dealing with. We can review the CfCs with you, discuss the case, and provide intervention suggestions to help address a grievance, prevent an Involuntary Discharge (IVD) or minimize the impact of the IVD. You can reach us at 816-880-9990.