Mediation, a tool for “healing with words”

Clariane Group

Sommaire :

  1. Supporting dialogue in difficult situations
  2. Key figures for the Clariane Ombudsman’s work in 2...
  3. Faced with conflicts in healthcare settings, how c...

Talking, listening, understanding and deciding. How can mediation resolve a conflict, especially in health and social care settings? What are the benefits of mediation for healthcare professionals, families, patients and residents? Three years after the creation of an independent body dedicated to mediation, The Clariane Ombudsman is continuing to expand in France and has achieved positive results in 2023, which can be found online in the new activity report.

Supporting dialogue in difficult situations

Establishing a space for dialogue and listening for patients, residents and families is essential for building a suitable life and care plan that aims to take care of each person’s humanity in times of vulnerability. That is why we have incorporated mediation into our mission-led-commitments.

Whether it’s for residents and patients, their families or staff, mediation has many benefits in terms of:

  • understanding and soothing a difficult relationship;
  • expressing different points of view and resolving problems humanely and fairly;
  • re-establishing a relationship of trust that promotes the well-being of all concerned.

Clariane, which encourages the practice of mediation throughout its network, deployed a mediation system in France in 2020 and appointed an independent ombudsman in 2021. The ombudsman, who is not an employee of the Group, is completely independent in carrying out their duties. Residents, patients and their relatives can contact The Clariane Ombudsman directly at https://mediation.clariane.com/saisir-mediation.

The ombudsman acts as a carer, a carer of human relationships. In doing so, the ombudsman contributes to living well together.

Claude Czech Clariane Ombudsman

In 2023, new initiatives were also launched within Clariane in France, including:

  • the launch of an experiment in preventive mediation in two long-term care nursing homes and two healthcare facilities;
  • the establishment of an internal mediation system designed to resolve any difficulties that may arise between company employees.
Facilitators have been selected and trained to provide in-house mediation. They all act as mediation ambassadors and are required to travel throughout France.

Independence, impartiality, confidentiality and neutrality: the 4 pillars of mediation

To find out more, go to the 2023 Clariane Ombudsman Activity Report

Key figures for the Clariane Ombudsman’s work in 2023

  • 70 referrals received and processed by the Clariane Ombudsman, including:
    • 31 requests for conventional mediation – by a resident, their legal representative, a patient, a trusted person and a relative, or a member of staff – mainly for interpersonal reasons
    • 36 requests for internal mediation, for disputes arising between Group employees
    • 3 requests for consumer mediation, mainly for invoice-related reasons
    • Agreement rate: 86% for conventional mediation, 100% for internal mediation and 100% for consumer mediation

Faced with conflicts in healthcare settings, how can mediation heal through words?

On 14 September, 2023, the Clariane "Aimer soigner” (“Enjoy Caring”) Foundation and The Clariane Ombudsman jointly organised a presentation on mediation, with the theme Facing conflicts in healthcare settings, how can mediation heal through words?

The speakers emphasised the need for this process of appeasement in healthcare settings. As mediation helps to pacify relationships and “live well together”, it also makes it possible to care for those who care for others!