Source: (2000) In Mediation in Context, ed. Marian Liebmann, 191-201. With an introduction by Marian Liebmann. London: Jessica Kingsley Publishers.

Wells examines the development of mediation in disputes regarding medical services in the United Kingdom. Mediation or conciliation may provide an alternative to litigation to resolve claims of clinical negligence against National Health Service providers or health authorities. Topics covered in this chapter include the following: the complaints procedure; the nature and purpose of patient complaints; and the role mediation or conciliation can play. An overview of the process and possible outcomes of a conciliated meeting is provided. Wells summarizes two case examples to illustrate complaints and attempts to resolve them through conciliated or mediated meetings.