Healthcare Resolutions

About

The Healthcare Resolutions Program can help you resolve patient issues in a confidential and neutral setting.  

Patient Issues

Healthcare Resolutions can help resolve issues with health care, such as:

• Dissatisfaction with treatment outcomes or quality of care
• Unexpected/adverse outcomes of care
• Sentinel events
• Medical errors
• Misdiagnosis or delays in diagnosis
• Unexpected death
• Inability to communicate effectively with providers

Goals 

The goals of Healthcare Resolutions are to:

1. Resolve complex healthcare disputes, issues, and concerns at the lowest level, directly, and at the earliest opportunity. Ensure a fair resolution process for all parties - patients, healthcare providers, and 81^st Medical Group.
2. Incorporate patient, family, and provider input into process improvement initiatives and enhance patient-provider partnership in care delivery.
3. Promote organizational transparency and integrity, including training of providers in disclosure techniques.
4. Openly and honestly share any unexpected outcomes of care with patients and families. This includes system vulnerabilities and if recognized, a commitment is made to assign improvements.to process owners in the interests of improved and safer functioning consistent with operating as a high reliably organization (HRO).

Guiding Principles 

• Confidentiality. Your identity is never shared without your permission.
• Neutrality and Impartiality. Healthcare Resolutions does not take sides in a dispute. Healthcare Resolutions aims to achieve the best possible outcome for all.
• Independence. Healthcare Resolutions operates throughout all levels at 81^st Medical Group and will access any party regarding issues that require his or her attention.
• Informality. Non-adversarial, problem-solving processes are used to resolve disputes. However, using the Healthcare Resolutions Program does not limit your right to pursue a formal or legal process.

How does Healtcare Resolutions Program help resolve issues?

• Conducts informal fact-finding, facilitates open communication between parties, and offers fair and equitable solutions
• Liaises between patients and physicians regarding quality of care issues; may facilitate mediation sessions with patients and providers
• Negotiates and reasons to analyze the situation and recommends appropriate actions for solutions, while ensuring that all parties understand their options and the processes involved. 

In some cases, the 81^st Medical Group leadership is informed of emerging issues while maintaining confidentiality and neutrality. 

Who can use the Healthcare Resolutions Program?

The Healthcare Resolutions Program is available to all beneficiaries, next of kin, and all health care personnel assigned to the facility. Referrals are accepted from any beneficiary or staff members who have patient care issues.  For more information or to schedule an appointment, call the Health Care Resolutions office.