New from Radcliffe Publishing.....
CONCILIATION IN HEALTHCARE
managing and resolving complaints and conflict
Anne Ward Platt, Director, AWP Associates
Foreword by Sir Liam Donaldson, Chief Medical Officer, Department of Health
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.
'Conciliation offers a significant opportunity. It can re-establish stalled dialogue. It can help participants to understand that there are other valid points of view, and narrow the gap between differing expectations. The potential benefits are considerable, both for those who can feel that their voice has been heeded and their understanding improved, and for those who have the opportunity to help make the services they provide safer, more effective and better matched with expectations. Conciliation...must be readily available, carried out well, and focused on outcomes. This book explains how and why, clearly and effectively.'
Sir Liam Donaldson, in the Foreword
Contents
Conciliation and complaints When and why to use conciliation How to set up conciliation Conduct of the conciliation Conciliation and health service staff Conciliation in relation to clinical and corporate governance
2008 142 pages Paperback
ISBN-10 1 84619 085 1
ISBN-13 9781846190858
To view a sample chapter and for more information, please visit:
http://www.radcliffe-oxford.com/books/bookdetail.aspx?ISBN=1846190851
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