The word “mediation” can sound formal, but the principle behind it is straightforward.
Mediation helps two people who see a situation differently explore the problem with the support of someone independent and impartial.
The mediator doesn’t decide who is right, investigate the complaint or impose a solution. Instead, they help both sides understand the concerns and explore what might resolve them.
Why can mediation help?
Patient complaints are not always the result of poor care. They can arise because expectations have differed, communication hasn’t worked as intended, or there is disagreement around issues such as fees, appointments or the information provided.
Sometimes the practice has responded fully but the patient remains dissatisfied. Continued correspondence can then reinforce positions rather than resolve them.
Mediation can help break that cycle. It gives the chiropractor an opportunity to explain their perspective while also helping to identify what is most important to the patient.
Will I have to meet the patient?
No, CCMS primarily uses a “shuttle mediation” approach. A Resolution Manager can speak separately with the patient and then with the chiropractor, helping both sides explore the issues and possible solutions on a 1-1 basis with the resolution manager. A direct discussion can be considered where appropriate and agreed.
Does taking part mean admitting fault?
No. Mediation is about finding a way forward, not establishing blame.
An agreed outcome could involve an explanation, acknowledgement or apology, further information, a refund or goodwill gesture, or a practical change within the practice.
CCMS cannot impose an outcome. Both sides have to agree.
What about my insurer?
CCMS offers an additional route for resolving concerns about service, communication or fees, alongside – not instead of – the advice and support available from your insurance broker, insurer or defence organisation.
It is important to continue to follow your indemnity policy’s notification requirements. If you are unsure whether a complaint needs to be notified, speak to your broker, insurer or defence organisation before taking part in mediation. Allegations that treatment has caused harm fall outside the CCMS pilot’s remit and need to follow the appropriate insurance or legal route.
For suitable complaints, your broker or insurer may also signpost you to CCMS. The aim is to help you and your patient find a practical, proportionate way forward, without leaving you to manage a difficult conversation alone. If there is uncertainty about whether mediation is appropriate, the CCMS team can discuss this with you and, where appropriate, your adviser before matters progress.