Raymond John R, Layde Peter M
J.R. Raymond Sr is professor of medicine, president, and chief executive officer, Medical College of Wisconsin, and founding member, Medical College of Wisconsin Incitation Writing Group, Milwaukee, Wisconsin. P.M. Layde is professor of emergency medicine and ombuds, Medical College of Wisconsin, Milwaukee, Wisconsin.
Acad Med. 2016 Mar;91(3):333-7. doi: 10.1097/ACM.0000000000001031.
An ombuds is an individual who informally helps people or groups (visitors) resolve disputes and/or interpersonal conflicts as an alternative to formal dispute resolution mechanisms within an organization. Ombuds are nearly ubiquitous in many governmental, business, and educational settings but only recently have gained visibility at medical schools. Medical schools in the United States are increasingly establishing ombuds offices as part of comprehensive conflict management systems to address concerns of faculty, staff, students, and others. As of 2015, more than 35 medical schools in the United States have active ombuds Web pages. Despite the growing number of medical schools with ombuds offices, the literature on medical school ombuds offices is scant. In this article, the authors review the first three years of experience of the ombuds office at the Medical College of Wisconsin, a freestanding medical and graduate school with a large physician practice. The article is written from the perspective of the inaugural ombuds and the president who initiated the office. The authors discuss the rationale for, costs of, potential advantages of, and initial reactions of faculty, staff, and administration to having an ombuds office in an academic medical center. Important questions relevant to medical schools that are considering an ombuds office are discussed. The authors conclude that an ombuds office can be a useful complement to traditional approaches for conflict management, regulatory compliance, and identification of systemic issues.
监察专员是在组织内部以非正式方式帮助个人或团体（访客）解决纠纷和/或人际冲突的人，以此替代正式的纠纷解决机制。监察专员在许多政府、商业和教育机构中几乎随处可见，但直到最近才在医学院校中受到关注。美国的医学院校越来越多地设立监察专员办公室，作为综合冲突管理系统的一部分，以解决教师、工作人员、学生及其他人员的关切问题。截至2015年，美国有超过35所医学院校设有活跃的监察专员网页。尽管设有监察专员办公室的医学院校数量不断增加，但关于医学院校监察专员办公室的文献却很少。在本文中，作者回顾了威斯康星医学院监察专员办公室头三年的经验，该医学院是一所独立的医学院和研究生院，拥有大量医生执业机构。本文是从首任监察专员和设立该办公室的院长的角度撰写的。作者讨论了在学术医疗中心设立监察专员办公室的理由、成本、潜在优势以及教师、工作人员和管理层的初步反应。还讨论了与考虑设立监察专员办公室的医学院校相关的重要问题。作者得出结论，监察专员办公室可以成为冲突管理、合规监管和系统性问题识别等传统方法的有益补充。
