Conflict Management Training for Patient Relations Professionals: A Feasibility Pilot of a Mediation-Based Intensive

Clinical conflict between patients and providers is common in U.S. hospitals and contributes to patient dissatisfaction, staff distress, and institutional burden. Although Patient and Guest Relations (PGR) staff are well positioned to respond to complaints, grievances, and escalating conflict, they often lack formal training in mediation and conflict management. This feasibility pilot evaluated a conflict management intensive for PGR staff. Seven PGR staff at a tertiary care hospital completed the training in January 2026. The quality-improvement evaluation examined operational feasibility, immediate acceptability, and retrospective self-ratings. All seven participants completed the curriculum, all planned sessions were delivered, and routine departmental coverage was maintained. Six of seven respondents rated the training as relevant, intended to apply the techniques, and would recommend it to colleagues. Retrospective self-ratings were higher across assessed domains, with the largest descriptive difference in perceived preparedness to manage patient/family conflict. The intensive was operationally feasible and acceptable in this PGR setting. Larger prospective studies should evaluate whether participant-reported gains translate into sustained competency, practice change, and improved patient and organizational outcomes.