Vingt ans de médiation interculturelle en milieu hospitalier: le temps de dresser un bilan

Annie Cornet (), Paul Matamba () and Christine Tomat ()
Additional contact information
Annie Cornet: HEC École de Gestion de l'Université de Liège
Christine Tomat: CHR - Hôpital de la Citadelle

Post-Print from HAL

Abstract: Our article focuses on the setting up of an intercultural mediation service in a public hospital to help hospital staff in their relations with patients of foreign origin. Staff diversity is frequently presented in the literature as a way to improve relations with users and clients (diversity business case). There are many managerial studies that put in case the benefits of such a diversity policy, however there are few scientific studies that document what the company and / or organization can gain from it and how it manages it. We will focus on the intercultural mediators who work in French-speaking hospitals in Belgium, presenting the reasons for the creation of this function, their objectives, the problems they manage, the expertise accumulated and the lessons learned from these experiences. The difficulties encountered, in the hospital, by patients of another cultural origin (migrants, refugees, etc.) are numerous: language problems which make it more difficult to diagnose and explain treatments, errors of interpretation and communication throughout the treatment process, stress for the patients but also the nursing staff. In French-speaking Belgium, most hospitals have had an intercultural mediator for more than 20 years. The mediator is a translator but also a person who knows both cultures: that of the country of origin and that of the host country. Its mission is to optimize the helping relationship, diagnosis and treatment. These mediation services are quite interesting to study in order to better understand how these diversity management policies improve the quality of services (economic logic of diversity management policies) but also ensure more equality. in front of care (social logics of diversity management policies).

Keywords: mediation; diversity management; intercultural; hospitals; translators; médiation; gestion de la diversité; interculturel; hôpitaux; traducteurs. (search for similar items in EconPapers)
Date: 2020-12-01
Note: View the original document on HAL open archive server: https://hal.science/hal-03083903
References: Add references at CitEc
Citations:

Published in Management & sciences sociales, 2020, Les nouveaux défis de la diversité et de l’inclusion au travail, 29 (29), pp.73-90

Downloads: (external link)
https://hal.science/hal-03083903/document (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-03083903

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().