Services: Mediation and Dispute Resolution Coaching for staff. Poor communication between patients/ families/ carers and medical professionals is at the core of complaints and litigation.
Both Mediation and Dispute Resolution Coaching is beneficial in healthcare settings, in particular when a conflict arises between the patient/ parents/ carer and the medical professionals.
The earlier dispute resolution mechanisms are accessed, the greater the chance the conflict will be resolved.
Avoiding conflict-escalation in health and medical settings reduces stress on health care systems, increases efficiency, improves patient outcomes and patient satisfaction, and, reduces the incidence of complaints and litigation.
Dr Henry Netscher conducts health and medical Mediations, and Dispute Resolution Coaching. This assists with communication of complex information, understanding expectations needs and concerns of both parties, and assists the carers and health professionals to form a collaborative team to assist the patient.
The objectives of medical mediation are to:
- Build trust
- Build dialogue
- Establish mutual understanding and
- Foster collaboration.
The outcomes of Medical Mediation include:
- Re-establishment of trust/ increase sense of inclusion and collaboration.
- Patients/ carers feel less overwhelmed
- Explanations can be better heard and understood
- People can feel more confident about the decisions they have to make.
About Dispute Resolution Coaching:
Dr Henry Netscher conducts training sessions with groups allied health and medical professionals.
These training sessions cover topics including:
- Dealing with high conflict personalities and bad behaviour.
- Expectation management: How to get parents/carers onboard
- Communication skill development: Listening, Acknowledging, Reframing, Summarizing, Questioning; How these skills can make your job easier
- How Empathy works: Seeing the situation through the patient’s/ carer’s lens
- Explaining medical concepts to non-medical people
- Stopping the analysis paralysis cycle: How to change the pattern of circular discussions which focus on the past, to engage in future-focused discussions
- Dealing with other sources of conflict: when parents are experts, the Dr Google Effect, when each parent has different views on consent.
