NHS Resolution has undertaken an evaluation of its claims mediation service to address the following issues:
- determine mediation’s efficacy as a resolution tool;
- understand when mediation is most effective as an intervention; and
- inform the next mediation procurement exercise
The following findings were made from the evaluation:
- Mediation is proven to be an effective forum for claims resolution by providing injured patients and their families with the opportunity to receive face-to-face explanations and apologies. Time can be spent listening and responding to the particular concerns of a patient and their family. The process provides a platform to claimants, patients and their families to articulate concerns that would not ordinarily be addressed in other forms of dispute resolution.
- 74% of cases mediated are settled on the day of mediation or within 28 days of the mediation date. Positive and compelling feedback has been received from participants of the process and there is a heightened awareness of the benefits of mediation for claims resolution and demand for its use by members and other stakeholders.
- NHS Resolution through its strategy and use of mediation is driving cultural change.
The Mediation in healthcare claims – an evaluation report is now available.
Mediation puts the patient/claimant at the heart of the claim focussing on concerns which are very often not “all about the money”, and would not be possible to address in any other dispute resolution setting such as a meeting with just the lawyers. Mediation is proven to be an effective forum for claims resolution with 74% of cases mediated under NHS Resolution’s claims mediation service settling on the day of mediation or within 28 days of the mediation date.Julienne Vernon, Head of Dispute Resolution and Quality of NHS Resolution