The number of complaints against the NHS is rising, as patients are rightly encouraged to voice their concerns at the earliest opportunity. At the same time, managers and trusts are being urged to resolve complaints at the local level wherever possible. This can present a challenge to managers, particularly where where more than one agency is involved, or where relatives are acting on a patient's behalf.
why use mediation?
NHS trusts, ICAS and the Ombudsman all recognise mediation (sometimes called conciliation) as a technique to resolve these problems quickly and effectively. Mediation has the additional benefit of emphasising positive outcomes which allow the resolution of complaints as an opportunity to improve the service.
how we help
Our team of mediators are experienced in this difficult and sensitive area, and can deal with all kinds of cases including multi-agency and medical negligence cases. Our areas of expertise include:
Adverse reaction to treatment
Quality of care delivery
Provision of out of hours services
Disputed consent to treatment
Delay of treatmentWe have particular expertise in cases involving equality of access to goods and services under the Disability Discrimination Act