The International Mediation Week, held from October 10 to 18, highlighted the crucial role of hospital mediation. This system offers a framework for the amicable resolution of conflicts that can arise between patients, their families, and healthcare professionals.
Three mediators from the AP-HP shared their commitment: Prof. Bertrand Guidet, professor emeritus and medical mediator for four years; Élodie Papeloux-Heitzmann, psychologist and hospital mediator for three years; and Fabienne Colledani, senior health manager and hospital mediator for two years.
All chose this path to facilitate dialogue and restore trust. Prof. Guidet, with his experience as a former department head, sees it as a continuation of his daily work. Élodie Papeloux-Heitzmann was drawn to the idea of opening the institution to patients, emphasizing the importance of adequate training, particularly that provided by Ifomene.
Fabienne Colledani highlights the neutral position of the mediator, neither judge nor lawyer, and the importance of peer exchanges to analyze practices and maintain the right stance.
The most frequent complaints concern death, medical or paramedical care, and communication errors. Mediation can be initiated by the user or, sometimes, at the request of a team facing difficulties. Formal agreement is required to consult the patient's medical file.
The mediation process involves studying the file, an interview to give a voice to individuals, and restoring trust. A report is then drafted and sent to the relevant bodies, including the service concerned, with the agreement of the parties.
Mediators, from various specialties and often volunteers, emphasize that the system, though not widely known, is growing because it meets a real demand. They stress their role in listening and facilitating, aiming to improve the quality of care and allow patients to share their experiences for collective learning.
Practical tools, such as a guide and a Q&A game, are available to raise awareness among teams and promote mediation within the AP-HP services.
