Queensway Carleton Hospital (QCH)

The QCH had a CBCR program in the 1998 – 2000 timeframe, whereby some 200 staff received training to equip staff to better deal with potential conflicts that came about with the transfer of programs and staff from other hospitals. The training also included staff from Grace Hospital.

In a meeting with CICR, QCH identified three staff members as trainers. These staff, fully trained and coached by CICR, offered a two-day, experiential training course for staff members in groups of 20. Each group represented staff members with diverse job responsibilities. The Hospital committed funds for five courses to be held in each of two budget years. The first group was very enthusiastic resulting in a waiting list for the remaining courses. Follow-up pot-luck suppers were held two to three times per year to share experiences and any issues that had arose.

The conflict resolution training at QCH was considered to be very successful based on the positive response to the training as well as the sustained use of the new skills and capacity in resolving conflict.