Designing of the FACE sheet using an efficacy support tool to respond to complaints and claims in medical care

−for the restructuring of mutual trust−

Abstract

To achieve more satisfactory resolutions to complaints and claims in medical care, promotion of medical mediation to reach agreement through dialogues between concerned parties are anticipated. To respond to such a need, an educational approach on the theories and techniques through training has recently been conducted. This training led to the impression that participants had difficulties with the IPI (issue, position and interest) analysis needed for handling complaints and claims. Thus the FACE(Fact・Angry・Claim・Emotion：FACE） sheet was developed as a tool to facilitate this analysis and to be utilized in conflict management. This document, composed of 3 sheets [IPI analysis (Sheet I), visualization of this analysis (Sheet II) and management (Sheet III)], is designed so that the key points and the logic of the conflict management may be followed by observing the work sequence for the items of each sheet. Next, to confirm the efficacy of this document, a survey via questionnaire was conducted immediately after training in medication using 80 nurses who were engaged in management. In evaluating each sheet, positive responses were obtained from 92% for Sheet I, 74% for Sheet II and 77% for Sheet III. The developed document is suggested to be an effective tool in clinical practice for the assessment and handling of complaints and claims.