Mobola Campbell1,2,3,4, Anne Seltzer1,2,3,4, Vanessa Ramirez-Zohfeld1,2,3,4, Lee A Lindquist1,2,3,4. 1. Mobola Campbell, MD, MPH, is faculty in Hospital Internal Medicine at Mayo Clinic. She has been involved in medical education, developing a Health Disparities and Social Justice curriculum for resident physicians. She also has led the Health Equity and Advocacy Clinical Scholars Program. 2. Anne Seltzer, LCSW, is a licensed social worker in the Division of Geriatrics at Northwestern University where she facilitates services for older adults who are in need of assistance. 3. Vanessa Ramirez-Zohfeld, MPH, is a health services researcher focused on older adults, caregiver support, and connecting older adults with social services following a hospitalization. She regularly works in the community facilitating full partnership in patient-centered outcomes research. 4. Lee A. Lindquist, MD, MPH, MBA, is Chief of Geriatrics at Northwestern University Feinberg School of Medicine, with research focused on connecting older adults and their families to services in order for them to age-in-place safely.
Abstract
PURPOSE OF STUDY: Older adults frequently choose not to accept recommended social support services (e.g., caregiver and home therapy). Social workers/case managers (SWs/CMs) are often caught in the conflict encouraging patients to accept services, but facing resistance. As a result, older adults may experience unsafe home scenarios and hospital discharges. This research sought to examine whether business school negotiation and dispute resolution (NDR) training could ease these conflicts and potentially improve outcomes for both older adults and SWs/CMs. PRACTICE SETTINGS: Urban health care system (pilot), national case management conference (implementation). METHODOLOGY AND SAMPLE: Researchers tailored the NDR training, offered at graduate business schools, for SWs/CMs. Researchers then pilot tested the NDR training at an urban hospital and implemented it with a national cohort of SWs/CMs at a national case management conference. Participants completed a survey that ascertained conflicts, utility of the NDR program, real-world applicability, and future directions. RESULTS: Eighty-five SW/CM participants, from 22 states, completed the NDR training and survey. Participants reported experiencing conflicts frequently in their workday. Post-NDR training, respondents were very positive about the knowledge gained from the course, specifically noting themes of learning the negotiation basics, tactics (e.g., framing), and integrative strategies (e.g., win-win/expanding to multi-issue discussions). All participants planned to use the NDR skills in the future. IMPLICATIONS FOR CASE MANAGEMENT PRACTICE: The NDR training program can provide SWs/CMs with formal strategies to facilitate older adults' acceptance of social services while balancing patient autonomy. Learning negotiating techniques can be "win-win" for both older adults' home safety and case manager well-being.
PURPOSE OF STUDY: Older adults frequently choose not to accept recommended social support services (e.g., caregiver and home therapy). Social workers/case managers (SWs/CMs) are often caught in the conflict encouraging patients to accept services, but facing resistance. As a result, older adults may experience unsafe home scenarios and hospital discharges. This research sought to examine whether business school negotiation and dispute resolution (NDR) training could ease these conflicts and potentially improve outcomes for both older adults and SWs/CMs. PRACTICE SETTINGS: Urban health care system (pilot), national case management conference (implementation). METHODOLOGY AND SAMPLE: Researchers tailored the NDR training, offered at graduate business schools, for SWs/CMs. Researchers then pilot tested the NDR training at an urban hospital and implemented it with a national cohort of SWs/CMs at a national case management conference. Participants completed a survey that ascertained conflicts, utility of the NDR program, real-world applicability, and future directions. RESULTS: Eighty-five SW/CM participants, from 22 states, completed the NDR training and survey. Participants reported experiencing conflicts frequently in their workday. Post-NDR training, respondents were very positive about the knowledge gained from the course, specifically noting themes of learning the negotiation basics, tactics (e.g., framing), and integrative strategies (e.g., win-win/expanding to multi-issue discussions). All participants planned to use the NDR skills in the future. IMPLICATIONS FOR CASE MANAGEMENT PRACTICE: The NDR training program can provide SWs/CMs with formal strategies to facilitate older adults' acceptance of social services while balancing patient autonomy. Learning negotiating techniques can be "win-win" for both older adults' home safety and case manager well-being.
Authors: Lee A Lindquist; Vanessa Ramirez-Zohfeld; Chris Forcucci; Priya Sunkara; Kenzie A Cameron Journal: J Am Geriatr Soc Date: 2018-08-29 Impact factor: 5.562
Authors: Lee A Lindquist; Vanessa Ramirez-Zohfeld; Priya D Sunkara; Chris Forcucci; Dianne S Campbell; Phyllis Mitzen; Jody D Ciolino; Gayle Kricke; Anne Seltzer; Ana V Ramirez; Kenzie A Cameron Journal: J Hosp Med Date: 2017-08-23 Impact factor: 2.960