One of the most common myths surrounding mediation is that agreeing to participate amounts to an admission of fault. This is not the case.
Mediation is not an investigation, disciplinary process or determination of negligence. Mediators do not decide who is right or wrong and they do not make findings against either party.
Instead, mediation is a voluntary process designed to help people communicate more effectively and reach mutually acceptable outcomes. Agreeing to participate demonstrates professionalism and a willingness to engage constructively with concerns.
For many healthcare providers, mediation provides an opportunity to explain events, address misunderstandings and resolve concerns without the need for more adversarial approaches.
Mediation also doesn’t mean having to ‘meet in the middle’. The process helps to scope out a mutually acceptable way to resolve the complaint which may be an option already proposed or coming up with a new resolution which both parties can accept to move forward. Many of the resolutions agreed during mediation are communication based. Nockolds also deliver the Veterinary Client Mediation Service, and last year 51% of resolutions were non-financial and involved explanations, acknowledgements and apologies. The shuttle telephone mediation allows each party to explore possible solutions which the mediator can then help to shape and take forward into a resolution both can agree.