[For a more humane hospital: experience of medical mediators]

The legislation on patient's rights has considerably evolved during these last ten years. Its appropriation by users and its perception by care providers occur progressively. An important gap appears between the progresses of the medical sciences and techniques and the humane approach of the patient. The complaints remain relatively scarce compared to the number of treated patients. More frequent are the complaints linked to the care management, to the communication and humane relations. The hospital has to day with the CRUQ a permanent structure of relation with users. Medical mediation allows to listen to, explain, advise impartially patients and families. Its main goal is not to avoid litigation with the hospital but to improve the quality of care and the risk prevention. With this objective, it is necessary to develop a patient-centered care and to modify the behaviors toward a more humane relation.