Description
In the pressured environment of healthcare, even small relational breakdowns can ripple outwards affecting communication, staff wellbeing, and ultimately, patient care. For Somerset NHS Foundation Trust, with its growing workforce of 16,000 following multiple mergers, it became clear that formal conflict processes were contributing to staff stress and not alleviating it.
Together with CMP, the Trust committed to a bold culture shift—embedding mediation and early resolution as the norm rather than the exception. CMP helped the Trust design an in-house service with wide reach and professional credibility. Over five years, 40 staff were trained as mediators, 141 managers equipped to hold difficult conversations, and a new triage process introduced to route cases quickly and appropriately.
The Trust also built in resolution coaching, roundtable conversations and team-wide interventions like ‘A Way Ahead’ workshops. The results have been significant. Mediation referrals rose from 32 in 2023 to 41 in 2024. Management time saved jumped from 240 to 307 hours year-on-year. Feedback has been overwhelmingly positive, with participants consistently describing the service as supportive, fair and deeply impactful.
Key Services
- 40 trained mediators, 141 conflict-skilled managers, and 12 resolution coaches
- Triage system and alternative pathways like coaching and team facilitation
- CMP-supported training, reflective sessions and service refinement
- Mediation integrated into wider culture change and wellbeing strategy
- 307 hours of management time saved in 2024
“To see parties overcome their conflict and work towards a new relationship — that moment of realisation – demonstrates to me that the mediation service is doing the right thing.”
Digital Programme ManagerSomerset NHS Foundation Trust
