Managed independently by Centre for Effective Dispute Resolution
Whether by telephone, online platform such as Zoom, or face to face, mediation is a negotiation between two parties who cannot agree, assisted by party.
When complaining about a healthcare professional or a private hospital or clinic, patients often want more than just compensation. It can be as much about one or more of the following:
All these topics can be included in a mediation.
The mediator will have a brief conversation with you prior to the mediation just to talk you through what will happen during the mediation.
Think in advance about:
The mediation will be held on the telephone or using an online platform such as Zoom, on a date pre-agreed with you, the Independent Healthcare Provider (IHP) and the mediator. In this case, the mediator will set a time in advance of your first private discussion and will then arrange other calls with both parties during the three hours allocated. It may be that there is also a joint conference call but that is often not necessary. Everything you discuss with the mediator will be in total confidence unless you give permission for the mediator to discuss with the other side.
Proposals for settlement will be made through the mediator once he/she believes the parties are ready to discuss settlement options. The mediator cannot advise you on an actual offer but might make suggestions to help you best articulate it or how best to respond to any proposal.
If agreement is reached, the terms will be written down and signed on behalf of each party.
Ineligible Cases could include:
For ineligible cases, CEDR may be able to offer an alternative service independent of this scheme. Please contact the CEDR office for details: [email protected] or Tel: 020 7536 6060 for the CEDR Commercial Team. Alternatively, contact the CEDR Consumer Team on Tel: 020 7520 3800.
CEDR will consider non-complex cases where adjudication may not be applicable. However, mediation may be particularly useful for situations where Complainants have withheld payment for services received, or where Complainants seek refunds of fees paid which are beyond the scope of other schemes such as ISCAS.
If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaints Form, which you can download below.
Raise your concerns with the organisation directly. We cannot provide conciliation until you have first allowed the organisation the opportunity to address your complaint in line with there complaints procedure.
If you remain dissatisfied once you have completed all stages of the organisations complaints procedure, the organisation will send you a letter or email that will tell you that you may refer the matter to CEDR for conciliation if you wish. This communication may be entitled ‘Final Response’.
Download and complete the application form available on this website and submit it to CEDR. We will then contact you to start the process.