How can patients and healthcare providers find common ground when priorities compete?

1 Identify the interests

The first step in finding common ground is to identify the interests of both parties. Interests are the underlying reasons, values, and motivations that drive the positions or demands of each side. For example, a patient may want to have a certain treatment because they value their quality of life, while a provider may recommend a different option because they are concerned about the risks or costs. By understanding the interests behind the positions, patient advocates can help both parties see the bigger picture and look for areas of agreement or compromise.

2 Communicate effectively

The second step in finding common ground is to communicate effectively with both parties. Communication is not only about exchanging information, but also about listening, empathizing, and building trust. Patient advocates can use active listening skills, such as paraphrasing, summarizing, and asking open-ended questions, to show respect and interest in both perspectives. They can also use positive language, such as "I appreciate your point of view" or "I understand your concerns", to acknowledge and validate the feelings and emotions of both parties. By communicating effectively, patient advocates can help both parties feel heard and understood, and reduce the chances of misunderstanding or conflict.

3 Generate options

The third step in finding common ground is to generate options for mutual benefit. Options are possible solutions or alternatives that can satisfy the interests of both parties. Patient advocates can use brainstorming techniques, such as asking "what if" questions, suggesting "what about" scenarios, or exploring "how about" possibilities, to encourage both parties to think creatively and collaboratively. They can also use criteria-based techniques, such as ranking, rating, or scoring, to evaluate and compare the options based on objective standards or values. By generating options, patient advocates can help both parties find win-win outcomes or trade-offs that can meet their needs and preferences.

5 Resolve conflicts

The fifth step in finding common ground is to resolve conflicts that may arise during the negotiation process. Conflicts are inevitable and natural in any negotiation, but they can also be constructive and productive if handled properly. Patient advocates can use conflict resolution techniques, such as reframing, de-escalating, or mediating, to address and manage the conflicts in a respectful and constructive way. They can also use collaborative techniques, such as finding integrative solutions, creating value, or expanding the pie, to turn the conflicts into opportunities for mutual gain and learning. By resolving conflicts, patient advocates can help both parties overcome the obstacles and challenges that may prevent them from reaching an agreement.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?