These staff members act as a bridge between patients and their families and medical professionals (doctors, nurses, and other medical staff) by facilitating dialogue in a neutral position.

Patients and their families who are rushed to the hospital due to sudden illness or accident are faced with urgent situations where they are unable to fully comprehend the situation and are required to make important decisions, including treatment plans. Medical mediators work closely with patients and families who are upset and anxious, helping them understand their condition, assisting them in making decisions, and providing psychological support. They also listen carefully to the opinions, requests, and complaints of inpatients and outpatients regarding their medical treatment and care, facilitating dialogue with medical professionals, and helping to ensure safe and secure medical treatment and care.