Charrier Philippe, Buchet-Poyau Karine, Delaroche-Gaudin Marine, Douplat Marion, Jacquin Laurent, Occelli Pauline, Fayard-Gonon Florence, Potinet Véronique, Tazarourte Karim, Touzet Sandrine
Sante Publique. 2019 November-December;31(6):797-807. doi: 10.3917/spub.196.0797.
Violence in emergency services has become a central issue in the daily work of hospital employees. While the use of video surveillance and the training of professionals in conflict management are the most common methods used, there are few cases using the setting up of a third part such as a mediator. We conducted a qualitative study with professionals to examine their representations associated with mediation.
Semi-directive interviews were conducted with professionals from four emergency units. The topics discussed in interviews were the definition of mediation and the missions that the mediators should fulfil. The content of 38 semi-directive interviews was analysed according to the inductive approach of the grounded theory. A content analysis was made, followed by an analysis aiming to bring out types and convergences/divergences.
Professionals were not aware of the definition of mediation and of its missions. They linked to it an instrumental theme, making mediation a tool for conflict prevention and management, a tool for communication with patients about their care, and about the organisation of emergency unit. The upcoming presence of mediators was seen as an help. A potential competition between professionals and mediators in the tasks performed was identified.
The study shows a favourable opinion towards mediation. It has allowed to identify obstacles to the well-functioning of the missions assigned to mediators. One of the challenges is the integration of this new actor, the mediator.
紧急服务中的暴力行为已成为医院员工日常工作的核心问题。虽然使用视频监控和对专业人员进行冲突管理培训是最常用的方法，但很少有案例采用设立第三方（如调解人）的方式。我们对专业人员进行了一项定性研究，以考察他们与调解相关的看法。
对来自四个急诊科的专业人员进行了半指导性访谈。访谈中讨论的主题包括调解的定义以及调解人应履行的职责。根据扎根理论的归纳法对38次半指导性访谈的内容进行了分析。先进行了内容分析，随后进行了旨在找出类型以及趋同/分歧的分析。
专业人员不了解调解的定义及其职责。他们将其与一个工具性主题联系起来，使调解成为预防和管理冲突的工具、与患者就其护理以及急诊科组织进行沟通的工具。调解人的即将到来被视为一种帮助。研究发现专业人员和调解人在执行任务时可能存在竞争。
该研究表明对调解持赞成意见。它有助于找出分配给调解人的任务顺利开展所面临的障碍。其中一个挑战是新角色调解人的融入。
