關懷式調解提升醫療衝突管理效果之探討【實務講座】 試閱
Promoting Effect of Conflict Management in Healthcare through Caring Style Mediation
衝突管理在醫療院所的運用在臺灣尚待發展，衝突管理可以將衝突轉換成正向積極結果，改善醫事人員心力交瘁、績效、減少醫療不良事件之發生與其帶來之衝擊，從而提升醫療安全與品質。關懷式調解包含衝突管理理念、以敘事著手進行及關懷理念的展現，可以提升發揮衝突管理的效益到極致。建議臺灣醫療機構引進衝突管理，尤其是關懷式調解，以對治日益嚴重的醫事人員心力交瘁，以及病人與家屬和醫事人員的衝突。除此之外，醫事人員本身學習關懷式調解也可以保護自己減少及消弭衝突帶來的不良後果。
The use of conflict management in hospitals is yet to be developed in Taiwan. Conflict management can transform conflicts into positive results, improve the mental health of doctors, improve performance, reduce the occurrence of medical malpractices and their impact, and improve medical safety and quality. Caring style mediation includes conflict management concepts, narratives, and the concept of caring ideas, which can maximize the benefits of conflict management. It is recommended that Taiwan’s medical institutions introduce conflict management, especially care-based mediation, to deal with the increasingly serious medical personnel and conflicts between patients and their family members and medical personnel. In addition, medical personnel themselves can learn to care for mediation and can also protect themselves by reducing and eliminating the adverse consequences of conflict.
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