The Rencontres de la médiation en santé forum: Clariane debates a major issue for the sector

How can we avoid tension, restore dialogue and strengthen the quality of relationships at healthcare and medico-social facilities in the long term? Experts, mediators and stakeholders in the sector met to consider this question at the Rencontres de la médiation en santé forum, held on 10 June by Fédération de l’Hospitalisation Privée (FHP) and Synerpa at the Académie nationale de médecine. Represented by Thomas Prétot and Philippe Gazagnes, a Clariane France mediator, the Group contributed to the discussions, sharing its hands-on experience and its view that mediation is a key lever in promoting the well-being of patients, residents, families and professionals.

Using dialogue as a lever to promote prevention and trust

In a climate where tense situations are an increasing occurrence at healthcare organisations, the speakers reiterated the value of taking action before conflicts arise. Listening, understanding points of view, recreating the conditions for dialogue: mediation can be seen today as a valuable tool in preventing the breakdown of relationships and supporting transformation in the sector.

A shared finding emerged from the discussions: not enough is known about mediation and it is still not used enough in the healthcare and medico-social sector, even though it is an effective lever in preventing tensions from escalating, restoring dialogue and supporting the transformation of organisations.

Proposed approaches for expanding its use include increasing awareness of existing mechanisms, training managers and professionals in conflict prevention and  integrating mediation more effectively into management practice.

The speakers also referred to the ongoing discussions on the bill aiming to provide healthcare, social and medico-social facilities with a mediation mechanism. This aims in particular to strengthen the legislative framework for mediation in France by providing a common foundation for existing mechanisms and streamlining practices in the healthcare, social and medico-social sectors.

The discussions focussed on hands-on experience

Clariane offered insights at several key points during the day. Philippe Gazagnes, Clariane France mediator and member of the Conseil national de la médiation, spoke at the round table discussing feedback on experience from the healthcare and medico-social sector. In particular, he presented mediation as a real management tool, enabling intervention to take place before conflicts arise and preventing relationships being damaged in the long term.

Thomas Prétot, mediation director at Clariane France, led a session involving Danielle Toupillier, national mediator for staff at public healthcare facilities, and Professor Jean-Luc Diehl, coordinator of the medical mediators at AP-HP, on the existing mediation mechanisms and how they could be developed.

The mediation mechanisms for users and professionals play complementary roles. Improving dialogue at healthcare organisations contributes to quality of life at work while improving the experience of patients and residents.

Mediation at Clariane: fostering a culture of dialogue

Since 2020, Clariane has been developing a structured, independent mediation mechanism in France for use by employees, residents, patients and their families. Designed to offer a forum for listening and dialogue in situations which can be sensitive or complex, this mechanism helps to prevent the breakdown of relationships and facilitates the search for long term solutions.

The publication of the 2025 Mediator’s activity report confirms that this culture of dialogue is firmly rooted within the Group. With 107 requests recorded in 2025, an increase of 27% compared to the previous year, and a settlement rate of over 80%, the increasing use of mediation demonstrates that the teams, the persons receiving support and their relatives have confidence in this mechanism.

By encouraging people to listen to and understand each other and seek shared solutions, mediation helps to preserve the quality of relationships at the facilities on a daily basis.

Further information can be found in the 2025 activity report of the Clariane (i…