Conciliation in Healthcare: Managing and Resolving Complaints and Conflict

Citation

(2008), "Conciliation in Healthcare: Managing and Resolving Complaints and Conflict", International Journal of Health Care Quality Assurance, Vol. 21 No. 4. https://doi.org/10.1108/ijhcqa.2008.06221dae.003

Conciliation in Healthcare: Managing and Resolving Complaints and Conflict

Article Type: Recent publications From: International Journal of Health Care Quality Assurance, Volume 21, Issue 4

Anne Ward PlattRadcliffe Publishing2008ISBN 10 1 84619 085 1 and ISBN-13 9781846190858

Keywords: Complaints management, Training and education, Healthcare strategy

Conciliation is the term used in the National Health Service to describe a particular form of dispute resolution that is used in relation to the complaints process.

Conciliation has uses beyond the resolution of complaints. It can be of value in any situation where the clinical relationship has broken down. Equally, it may be used in an attempt to restore relationships as part of conflict management, either within the NHS or in other organisations where conflict or disagreement exists.

This concise, practical guide clearly sets out the role of conciliation, and dispels the many misconceptions surrounding procedures and expectations.

Conciliation in Healthcare provides invaluable resources for all healthcare staff involved in complaints, either from an operational, strategic or academic perspective. This includes conciliators themselves and those involved in their training, and staff with specific responsibilities for implementing complaints procedures, both in the public and private sectors. It’s also highly recommended for those who provide advocacy and support for complainants, as well as those against whom complaints have been made.

Contents include:

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  Conciliation and complaints.

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  When and why to use conciliation.

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  How to set up conciliation.

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  Conduct of the conciliation.

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  Conciliation and health service staff.

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  Conciliation in relation to clinical and corporate governance.