Patient Safety: The Case for Addressing and Resolving Conflicts in Healthcare – a presentation by Laurie Patterson
Monday, March 28, 2016 11:30 am Eastern, 8:30 am Pacific
Call in number: 712-832-8300 Participant Access Code: 2545568
Laurie Miller Patterson, an Organizational Ombuds in health care since 2005, assists employees throughout the Cleveland Clinic – Akron General system to constructively resolve workplace conflict. The aims of her program are to increase employee satisfaction and retention, enhance organizational communication and work processes, and support the delivery of safe patient care.
She accomplishes these aims through listening; helping visitors to sort through viable options to address concerns; coaching employees at all levels through conflict; supporting process-improvement dialogue between parties or among groups; training in relationship-building, group decision-making, communication skills, conflict resolution, and the influence of all of that on patient safety.
Laurie has a Master’s Degree from Ohio University and has taught at eight universities in five states. She served from 1998 to 2001 as a mediator and principle trainer in Mediation and Conflict Resolution Skills at the Cleveland Mediation Center, on of the oldest community-based mediation centers in the country. Laurie is a licensed facilitator for Reigniting the Spirit of Caring, Creative Health Care Management, 2009. In 2010, she received the International Ombudsman Association’s certification as an Organizational-Ombudsman Practitioner. In addition to her role at the Cleveland Clinic – Akron General, she is currently an
adjunct faculty member with the Werner Institute for Negotiation and Dispute Resolution at Creighton University School of Law, developing curriculum for and teaching in the Master’s Program for Health Care Collaboration and Conflict Resolution. Finally, Laurie studied at the Teleos Coach Development Program, completing coursework for executive and leadership coaching.