Mediation in long-term care facilities: a pilot project.
OBJECTIVE
To describe the development and implementation of a mediation model appropriate for long-term care facilities.


METHODS
The recruitment and training of mediators; the role of the ombudsman; and approaches to educating facility staff, families, and residents are described. Disputes identified as suitable for mediation include care disputes, resident-to-resident issues, and family matters.


RESULTS
Pilot project results indicate cases that reach mediation generally come to a mutual agreement that is upheld over time. Only a small number of cases referred for mediation are actually mediated. A main barrier to using mediation as an option is lack of knowledge of its availability and potential benefits. Intensive outreach within facilities is essential if residents, families, and staff are to recognize and refer cases.


CONCLUSIONS
Mediation must be considered broadly as an approach, not as a single process. Mediation can help to involve residents and families in constructive decision making that improves care, and could be a part of the overall dispute resolution system in long-term care.
Persson
Diane
D
University of Texas Health Science Center, School of Nursing Center on Aging, Houston, TX 77030, USA. diane.persson@uth.tmc.edu
Castro
Carmen
C
D026683:Advisory Committees; D003657:Decision Making; D034462:Dissent and Disputes; D006707:Homes for the Aged; D006801:Humans; D008962:Models, Theoretical; D017008:Negotiating; D009735:Nursing Homes; D010865:Pilot Projects; D011787:Quality of Health Care; D013781:Texas