Healthcare mediation and the need for apologies.

Abstract

This article looks at the role apology plays in resolving conflicts between patients and doctors. Patients may have a manifest need for sincere expressions of sympathy, which may ultimately help unblock the conflict situation, and even lead to better reparations for the harm done. Moreover, some factors in the current context mean that patients have a very hard time getting apologies. The authors explore mediation as a conflict management mode that is more conducive to apology. Given that mediation still has some limitations in this respect, solutions are put forward to facilitate apology in mediation.