In my facility...The Cnas have a half hour shift overlay in which they must have a shift report with their charge nurse ... followed with a cna off going/oncoming rounds and personal report. This allows the resident/client to be the focus. Any problems are to be addressed at that time with each other. If a Cna complains about another shift... the first question I ask is why wasn't that addressed while you were doing your rounds. If something is found after the other shift leaves, it is to be addressed the next day. If this doesn't resolve the problem...I ask the two parties to come to my office for some conflict resolution. This is working for me.