Medicare Resources for Consumers
Alternative Dispute Resolution/Mediation Program
Delmarva encourages the use of Alternative Dispute Resolution techniques in beneficiary complaint cases in which there are determined to be no significant quality of care concerns.
Options include:
- Mediation (utilization of a trained mediator in a face-to-face meeting or telephone meeting to resolve concerns
- Facilitated Resolution (Delmarva facilitator interacts with parties to generate a resolution or agreement; does not typically involve face-to-face meeting
- External Resolution (Delmarva facilitates direct provider-complainant communication to resolve the complaint and follows up to ensure that the direct communication occurred and no further review is necessary.
Delmarva’s goal in encouraging the use of these techniques is to facilitate a satisfactory resolution to the beneficiary’s concern and to preserve the relationship between the beneficiary and the provider for future encounters.
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Alternative Dispute Resolution (pdf file) |
Mediation Resource Packet (pdf file) |
Mediation Brochure (pdf file) |
For more information about this initiative, contact Toni Griffin, Acting Director, Beneficiary Care Services, griffint2@dfmc.org, 800-492-5811.
