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Resolving Patient Complaints; the role of Mediation
Total Conflict Management has developed a comprehensive complaints resolution and mediation skills training programme for Complaints Leads within Acute Trusts.
by David Liddle | 10th Jan 2003The programme has been designed in partnership with Barts and the London NHS Trust who have piloted the course across the entire Trust.
Manny Lewis, Complaints Manager at Barts and the London NHS Trusts argues:
"The proposed reforms to the NHS complaints procedure will put far greater emphasis on the local resolution of patient complaints. This programme offers a radical, innovative and positive model for the effective resolution of those complaints."
This area of work compliments TCM's growing portfolio of services. David Liddle, Director of TCM states:
"Mediation, particularly within the acute sector of the NHS, is very much in its infancy and there are no hard and fast rules or tried and tested models. However, it is becoming clear that, by incorporating a conciliatory approach to patient complaints, mediation can help patients and Trusts move forward and away from the intractable, demoralising and adversarial complaints processes."
By working in partnership with Barts and the London NHS Trust and the willingness that they have demonstrated to develop new and innovative systems for the early resolution of patient complaints, Total Conflict Management has developed a very interesting and robust package which may be of interest to other health care providers across the UK.
To find out more, contact us on 0207 251 1337 or email us through the contacts page on the website.
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