Development of a Working Model of Mediation Center of 11 Hospitals under Phetchabun Provincial Public Health Office During Fiscal Year 2012 - 2017 - การพัฒนารูปแบบการดำเนินงานศูนย์เจรจาไกล่เกลี่ยในโรงพยาบาลสังกัดสำนักงานสาธารณสุข จังหวัดเพชรบูรณ์ ปีงบประมาณ 2555-2560

Abstract

          This study aimed to develop a working model of the mediation center of 11 hospitals under Phetchabun Provincial Public Health Office during fiscal year 2012 - 2017. The samples were 1,075 related persons. Research instruments were interview form, questionnaires, evaluation form of best practice, knowledge testing form, home visit form and performance evaluation form. The data were analyzed by descriptive statistics, paired t test, and content analysis. The results showed that the developed working model of the mediation center composed of conflict management trainings, appointment of responsible multidisciplinary committee, setting-up the integrated system and mechanism of mediation with home visit, implementation manual guideline, focused monitoring and evaluation, best practices competition and sharing, and performance public relation. There were 69 damaged persons with 37 deaths/disabilities, Obstetrics was the highest. The total amelioration under section 41 of the national health security law was 13,789,000 baht. The operation of all mediation centers passed the standards and the quality was increased every year. Home visits of the applicants were very helpful to see their living conditions and the real problems leading to quick response to reduce the severity of the conflict. There was only one lawsuit and appeal in 4 years. Further development focused on assisting damaged persons and families by engaging all stakeholders was recommended.

Key words: mediation, amelioration, conflict management in medical and public health, model development, research and development