ABSTRACT
A feature of the conciliation process is that it provides a supportive and ‘protected’ environment in which the parties concerned can address issues arising from complaints or situations of conflict or disagreement. Healthcare organisations need to consider the impact complaints can have on individual members of staff and ensure that these are mitigated by appropriate training and complaints handling, including, where appropriate, the use of conciliation. The conciliator will need to terminate the process if it becomes apparent that conciliation is not an appropriate means for dealing with the issues; for example, if allegations of a serious nature are made which suggest that an individual is at risk or has suffered physical or psychological harm. The conciliation process can provide a non-confrontational means of enabling the parties concerned to consider the situation from each other’s point of view. The desired outcomes of the conciliation process, both from an individual and from an organisational point of view are explored.
