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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.
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