Considering its function and aim, conflict management in the frame of
reference of clinics is a functional part of general management at the
same level as quality and risk management. The function of clinical
conflict management is to remove causes of conflicts and to minimize the negative effects of interpersonal conflicts inside the clinic.
The common direct aim of clinical conflict, quality and risk management is to ensure an undisturbed and failure-free clinic activity. Even so, within their specific functions clinical conflict, quality and
risk management concentrate on different causes of disturbances and
failures. Whereas quality and risk management primarily concern with
structural and technical sources of disturbances, clinical conflict
management in particular attends to disturbances and failures that base
on conflicts.
The common indirect aim of conflict, quality and risk management is to contribute realizing the organization's object. The object of an organization is always in the customer's benefit. In a clinic the customer's (patient's) benefit concretely is that his illnesses, pains or harms are being cured or eased. However this object can not be achieved when the clinic's activity is being disturbed resp. the failure rate rises as a result of such disturbations.
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