CAUSES OF CONFLICTS IN DENTAL PRACTICE, WAYS TO PREVENT AND RESOLVE THEM

Abstract

Significance: the number of conflicts related to realization of the right to health and medical care especially in such specific branch of medicine as dentistry has recently been on the rise in Russia. Furthermore, among the main fields of social interaction, a large number of interpersonal conflicts does relate to professional activity. Subject of research: conflicts and conflict situations in dental practice. Purpose of work: to identify main groups of causes of conflict situations and conflicts in dental practice and suggest ways to prevent and resolve them. Material and methods: questionnaire survey of dentists with additional interview of the respondents, mathematical and statistical data analysis using the SPSS Statistics software (Pearson chi-square tests, Kruskal-Wallis tests). Results: The majority of the respondents (59.0%) say that they have never had any conflicts with the administration. The leading cause of disagreement is dissatisfaction with the material base and supplies (35%). The prevailing share of the dentists (61.5%) indicate that conflicts between them and a colleague / nurse have never occurred. The main cause of the conflict communication is insubordination or lack of subordination, especially in rural areas and public facilities. Doctors of public healthcare facilities and dentists working in rural areas were more often in conflict with a colleague or manager. Almost all health workers (98%) note that they have encountered conflict patients. The main cause of the conflict communication is long waiting for a dental appointment (33.3%). Out of all factors influencing the relationship, about half of the respondents (53.0%) mentioned the emotional state of the patient. Out of all behavior strategies in conflicts, the majority of dentists (44%) prefer cooperation. Conclusion: Almost all (98%) dentists came into conflict with the patient. The main causes of these conflicts included: long waiting times for admission (33.3%), irrational work of the registry, the administrator (23.1%) and complaints about the quality of services (22.2%). Medical workers with average work experience (10-29 years) were more likely to conflict with the patient about claims to the quality of treatment (31.3%).