The Health Mediation It is an effective and beneficial system for conflict resolution both for the relationships of health personnel and the relationships between users of the system and the professionals themselves.
The objective is to achieve a better environment in healthcare and take care of the system that cares for us, spreading mediation as a great tool for peaceful conflict resolution.
Humanize Health care means opting for a kinder, more people-centered healthcare. Humanizing also means personalizing care by listening to what patients and families need, and humanizing also means understanding that professionals can have flaws and are also vulnerable. Health mediation falls within this framework of humanization, providing benefits to people by allowing them to manage their emotions more adaptively, choosing dialogue and communication instead of confrontation.
The voluntariness, impartiality, neutrality, confidentiality and professionalism of the mediator, together with good faith, the flexibility of the process can be considered as the axes around which the mediation is configured and must be developed.
It is also a transformative tool for both professionals and patients, for the management of conflicts in society in general and in relation to the health administration and patients in particular.
It constitutes an advance in relationships in pursuit of a more humanized society.
It is common for us to encounter situations that need attention, specifically with the relationships between professionals, patients and users, consistent with Law 41/2002, of November 14, basic regulator of patient autonomy and rights and obligations regarding clinical information and documentation.
The doctor-pacient relationship favors expectations about the use of mediation, which can give professionals back the ability to offer health through their professional intervention. Admitting errors or apologizing are behaviors that improve the doctor-patient relationship, trust with the professional and help prevent errors while reducing the emotional and legal cost and claims.
The doctor-patient relationship models are:
Paternalistic: Where the physician's role is to promote the patient's health as the physician understands regardless of the patient's preferences.
Informative: The doctor's role is to provide relevant information and carry out the intervention chosen by the patient.
Interpretative: The doctor's role is to provide relevant information and help the patient clarify their values and decide the intervention most consistent with them. Respect their decision.
Deliberative: You could say that it is an evolution of interpretive, since the doctor's role is not only to inform, clarify values and advise. The doctor must also point out to the patient the values that in his opinion have priority in the health context. The doctor cannot impose his point of view but he must urge the patient to joint deliberation of values related to health. Respect their decision.
It is important to highlight the principles of health mediation
Mediation must ensure that the principles of equality, speed, voluntariness, confidentiality, impartiality and probity are respected.
• The concept of equality It means that the mediator will ensure that the participants are on equal terms to reach agreements.
• In the beginning of speed The mediator must promote the procedure so that it achieves a prompt and due solution.
• The principle of willfulness It means that the parties are free to withdraw from the mediation or reach an agreement at any time during the process. In both cases it will be recorded in a record that must be signed by the parties and the mediator.
• The process is confidential, neither the parties nor the mediator may reveal what happened in the hearings.
• The principle of impartiality The mediator does not take sides with any of the people involved, his role will always be to encourage communication between the parties and create an environment that favors reaching agreements.
• And finally, the principle of probity where the mediator must have impeccable conduct with honest and loyal performance.
With these premises the role of the health mediator It is to facilitate both parties to find, for themselves, the best option for resolving the conflict.
When to go to a health mediator
To go to a health mediation service, we must first of all know the means available to our community, the access points that we can find both at a public and private level, will be through the citizen service where we can request the mediation service in the center where said mediation exists, we also find health mediation offices, through medical colleges and in private health centers, in patient care units.
Communication problems between professionals and patients cause a lack of understanding between them, which leads to conflicts. These misunderstandings can lead to diagnostic errors, increased waiting lists, or complaints. At this point, if there is disagreement, we go directly to the judicial claim, generating tensions and unnecessary wear and tear on our administrations, as well as high economic costs. Furthermore, we omit a communication step between the administration and the complainant in which a solution can be attempted, offering quality, warm and humanized attention in addition to communication.
It's not possible front facing properly the relationship with a patient if the healthcare professional does not attempt approach it objectively and critically. Normally the emotional aspects of doctor-patient interaction hinder the appropriate distance therapy that allows you to fully develop this professional role. The mere fact of trying improves the problematic feeling that the relationship entails.
Advantages of having health mediation
The advantages of health mediation are that of resolving conflict situations in an initial phase of conflict, intervening at a time when it is not permanently established, thus avoiding further negative consequences.
Fundamentally, people have a natural ability to solve problems, but in certain circumstances, we block ourselves and through mediation it can help to recover this natural ability.
From a cost point of view, you will avoid assuming much higher legal advice costs or court fees.
In short, the advantages will be lower cost, speed of resolution, confidentiality of the issues discussed and an increase in the degree of satisfaction of the people affected.
With the health mediation specialty You will learn about the organization of the National Health System and the corresponding regulations; You will know the rights and duties of both health professionals and patients; You will acquire the competencies and social skills of communication and emotion management necessary to address the different situations presented. Sign up and specialize.
