TY - CHAP M1 - Book, Section TI - Welcome to The Exchange at St. Sonia's A1 - Dinkin, Steven P. A1 - Filner, Barbara A1 - Maxwell, Lisa PY - 2018 T2 - The Exchange Strategy for Managing Conflict in Health Care: How to Defuse Emotions and Create Solutions When the Stakes Are High AB - Radha Samson reached for the phone at her desk, pushed the extension button for Drew Thompson, the head of Employee Relations at St. Sonia's Hospital, and said, "Hey, Drew, I've got another Exchange job for you. You need to get on it ASAP! Dr. Phillips called me just now to complain. One of his patients was upset by a 'fight' between two nurses. He claims it's a patient safety situation. Apparently, the elderly woman he's been working with had an alarming rise in her blood pressure when she heard her favorite nurse, RN Simon Peters, being berated by RN Yvette Jones. Naturally, he wants someone fired. I calmed him down by assuring him we'd set up an Exchange process. While he's a little skeptical, apparently he's heard enough about it to be at least momentarily satisfied. He's a great doctor—apparently he relates well with his patients—but his relations with the staff need some work, and I'd like to keep this situation from becoming worse. He had already talked to the nursing manager to complain but he wasn't sure she would take care of it, despite the fact that she said she would. I'd really like to settle this at the lowest level possible." SN - PB - McGraw-Hill Education CY - New York, NY Y2 - 2024/03/28 UR - accessmedicine.mhmedical.com/content.aspx?aid=1150324201 ER -