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Case Studies >
 Case
Study: Medical Staff Mediation
Situation:
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A mid-size Level II facility faces increasing adversarial posturing of two
physicians within the same clinical specialty
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Medical Staff leaders are unable to fully determine cause of difficulties or
diffuse the counter-productive communications between the physicians
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Facility staff are being "aligned" with one or the other physician, and the
gossip is rampant
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The general community (and patients) are found to be aware of the problem and
patient advocacy is documenting related concerns
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There is a sense of urgency due to the escalation of counter-productive
communications and committee involvement in department specific activities
surrounding a new privilege request by one of the subject physicians
QMCG Team Role: Conducted a one day voluntary
mediation session to define issues, defuse anger and tension, and establish
agenda and timeline to work through issues identified using a six step process:
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Educate participants in alternative dispute resolution
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Agree to methodology and tools of mediation day
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Establish ground rules
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Apply specific mediation technique for physicians
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Evaluate findings and future issue lists
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Set timeline and responsibilities for outstanding issues
Mediation Conclusions: Re-established professional
communications between the physicians and created future interaction
methodology. Established criteria for the privilege issue discussions using
facility credentialing process. Explored and resolved fifteen issues and sub
issues of each. Created a future issues list and timeline for action by
responsible party(ies). Determined that no other issues of concern existed.
Physician/Facility Accomplishments:
Since mediation was conducted:
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The two physicians publicly engage in appropriate personal and professional
dialog
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Medical Staff leaders are effectively managing issues between the physicians
without difficulty
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Departmental functioning has improved
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Facility gossip has faded away
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Patient concerns have ceased over this issue
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Potential costly legal action has been avoided
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