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Presentation at Healthcare Mediation Scheme Seminar on 14 Dec 2011
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111214 healthcare mediation scheme seminar blog version
1.
危機管理系列之: 「調解服務 - 如何處理醫務糾紛?」
免費講座 2011年12月14日 「醫護事務調解計劃」督導委員會主席繆少群 annita.pmcc@gmail.com
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Oriental Daily News 9
Feb 2010 5
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Oriental Daily News Dec
2009 6
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Oriental Daily News 7
Nov 2008 7
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Oriental Daily News 26
Dec 2006 8
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4C
9
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C
Commitment 承擔 C Confidentiality 保密 C Consensus 互信 C Creativity 創意 11
12.
C 承擔
自願 C 保密 坦誠 C 互信 創造雙贏 C 創意 著眼未來 無盡方案 12
13.
理?
訴訟、仲裁 情? 13
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情
一句道歉! 一下拍膊頭! 一聲問候! 14
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2009 民事司法制度改革 2010 實務指示31 15
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1.
調解程序 2. 調解技巧 16
17.
1.
界定問題 2. 解決問題
18.
準備 調解員開場白
雙方分別陳述事件經過 總結: 找出意見一致的地方 確定議題及議題次序 18
19.
聯席會議共同需要 單獨會議 個別需要
/ 背後需要 聯席會議 單獨會議 最終決定 和解協議 19
20.
當事人 當事人
B A 調解員 20
21.
問
聽 PPS 重塑 促進 談判 BATNA/WATNA 現實測試 找出解決方案 21
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機構
客戶 客戶 客戶 員工 員工 員工 管理 22
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機構/
香港醫護學會 調解員 個人 醫護事務調解計劃 24
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超過30位 來自醫護界、社工界、法律界、教育界、人力資源 管理界、商界及紀律部隊等不同界別 25
26.
根據建議收費表 公益服務 收費個案:醫謢學會收取$1,500 行政費,可以提 供會議室 26
27.
不超過
$500,001 – 爭議金額 $1,000,000以上 $500,000 $1,000,000 初步調解會議 $3,000 $4,000 $8,000 (不超過4小時) 後續調解會議 $1,500/小時 $2,000/小時 $4,000/小時
28.
陸續成立其他範圍調解服務計劃,服務市民 包括:學界、物業管理,人力資源等等 28
29.
在合約中加入調解語句: “…如果就這份合約出 現爭議,會先考慮以調解解決…” 出現爭議時聯絡我們 參加調解課程 安排員工接受調解訓練 29
30.
All copyright @Annita
Mau 111214 annita.pmcc@gmail.com 30
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