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Open Access Mediating Complaints Against Nurses: A Consumer-Oriented Educational Approach

Le traitement des plaintes contre les infirmières, une approche éducative axée sur le consommateur

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Abstract:

A participatory evaluative method was used to assess the effectiveness of mediation as carried out by the College of Nurses of Ontario. Qualitative methods were used to examine 34 cases between 1994 and 1998, of which 23 had been successful and 11 aborted. For purposes of comparison, the researchers developed a template of interviews with College personnel and documents, incorporating the College's philosophy and expectations of the process. Semi-structured interviews were conducted with 44 participants in the mediation process. In addition, focus group sessions were held with Investigators and Practice Consultants.The data were analyzed using the template and themes were generated.The process was found to be stressful for all parties but was also found to be educational, to address system complaints, and to achieve initial goals.The College was found to be powerless to demand system reforms and to be dependent on the cooperation of each facility.

French
Dans cette étude, on s'est fondé sur une méthode d'évaluation participative pour établir l'efficacité des médiations entreprises par l'Ordre des infirmières et infirmiers de l'Ontario. À l'aide de méthodes qualitatives, on a passé en revue 34 cas traités entre 1994 et 1998; sur ce nombre, 23 ont été couronnées de succès et 11 se sont soldées par un échec. Dans le but d'établir des comparaisons, les chercheuses ont mis au point un modèle d'entrevue après avoir consulté le personnel de l'Ordre et les documents, tout en tenant compte de la philosophie de l'association et des attentes à l'égard du processus. On a mené des entrevues semi-structurées auprès de 44 participants à la démarche de médiation. De plus, on a tenu des groupes de discussion réunissant des enquêteurs et des conseillers en matière de pratique. On a analysé les données résultantes à la lumière du modèle et dégagé certains thèmes: il s'agit d'une démarche angoissante pour toutes les parties, mais qui joue un rôle éducatif et sert à traiter les plaintes, atteignant ainsi les objectifs visés. On a en outre constaté que l'Ordre était impuissant à exiger une réforme des systèmes de santé et dépendait de la coopération de chacun des établissements.

Keywords: COMPLAINANTS; COMPLAINTS; EDUCATION; MEDIATION; NURSES

Document Type: Research Article

Publication date: 2004-03-01

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