Outcomes from a structured conflict management programme implemented at three paediatric healthcare sites: a mixed-methods evaluation.

Abstract

Evaluation of the Medical Mediation Foundation's Conflict Management Programme (CMP)-a structured process for managing conflict. Mixed-methods evaluation using Kirkpatrick's framework, a four-level model for evaluating training. Three National Health Service children's hospitals from 2021 to 2024. 904 unique participants attended 179 tiered training sessions, totalling 2104 attendances. Quantitative data was collected via pre-training/immediate post-training surveys including the Turnover Intention Scale, and the Brief Resilience Scale. Pre-training/post-training scores were compared using the Mann-Whitney U test, with a conservative Bonferroni correction applied to each set of tests. Qualitative data were collected through semistructured interviews at one and three years analysed using Braun and Clarke's standard approach to thematic analysis. 664 participants (71%) completed pre-training evaluation questionnaires, and 569 (63%) immediate post-training, reflecting immediate benefits of training. 26 interviews were conducted, demonstrating sustained behaviour change over three-year follow-up. Knowledge scores increased significantly (all p<0.002), and staff reported improved confidence and empathy. Behavioural changes included early conflict recognition and improved team communication. Self-reported scoring of conflict management skills improved significantly across all measured domains (all p<0.004). Organisational impact included improved staff-family relationships, improved workplace culture and perceived time-savings. There were subtle improvements in resilience (p=0.038), though no significant change in turnover intention (p=0.434). Implementation of the CMP produced individual and organisational benefits, which were sustained over time. The importance of institutional support, dedicated resources and integration into organisational structures was highlighted.