Private Healthcare Mediation
Private Healthcare Mediation is managed independently by the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider. For this scheme, we provide independent mediation (over the phone) between subscribing organisations and their patients if they are unable to resolve their complaints directly through the organisation's own complaints procedure.
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What is the Private Healthcare Mediation Scheme?
The Care Quality Commission (CQC) encourages (as a matter of good practice) all independent healthcare providers to offer an independent external review stage that can provide patients with a route to resolve a complaint if it is not resolved via the providers' in-house complaints process. One independent adjudication scheme for private healthcare is the Independent Sector Complaints Adjudication Service (ISCAS) which is hosted within CEDR. Subscribing to ISCAS requires independent healthcare providers to adopt the ISCAS Code which mandates a strict three-stage complaints process but small independent healthcare providers and sole practitioners may not be able to operate under the code due to limited resources and the number of personnel employed. In order to ensure patients of these providers can access alternative dispute resolution, CEDR has established the Private Healthcare Mediation Scheme in collaboration with ISCAS.
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