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                "text": "HOW THE SERVICE WORKS\nChiropractic Complaints\nMediation Service (CCMS)",
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                "text": "Helping Patients and Chiropractors Resolve Complaints Fairly and Constructively",
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                "text": "The Chiropractic Complaints Mediation Service (CCMS) is an independent Alternative Dispute Resolution (ADR) pilot funded by the General Chiropractic Council and designed to help patients and chiropractors resolve complaints in a fair, confidential and constructive way.",
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                "text": "CCMS provides an opportunity for both parties to discuss concerns, improve understanding and work towards a mutually acceptable outcome, without the need for more formal proceedings.",
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                "text": "How the Service Works",
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                "text": "Step 1: Complete the Practice Complaints Process",
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                "text": "Before a complaint can be referred to CCMS, the patient must first raise their concerns directly with the chiropractic practice and allow the practice's complaints procedure to be completed.",
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                "text": "Step 2: Apply to CCMS",
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                "text": "If the complaint remains unresolved after the practice complaints process has concluded, an application can be made to CCMS.",
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                "text": "Step 3: Eligibility Assessment",
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                "text": "CCMS will review the application to ensure that:",
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                "text": "The practice complaints process has been completed.",
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                "text": "The complaint falls within the scope of the service.",
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                "text": "The matter is suitable for mediation.",
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                "text": "If the complaint is not eligible, we will explain why and, where appropriate, signpost alternative options.",
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                "text": "Step 4: Agreement to Mediate",
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                "text": "Where a complaint is accepted, both the patient and the chiropractor will be asked to sign an Agreement to Mediate.",
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                "text": "This agreement confirms that both parties understand the process and consent to participating in mediation.",
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                "text": "Step 5: Mediation",
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                "text": "An independent and impartial Resolution Manager will work with both parties to:",
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                "location": {
                    "l": 82.7772,
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                "text": "Explore the issues raised.",
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                "level": 0,
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                "text": "Facilitate constructive communication.",
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                "text": "Clarify areas of misunderstanding.",
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                "text": "Help identify potential solutions.",
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                "level": 0,
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                "text": "The mediator does not make decisions or take sides. Their role is to support both parties in reaching their own resolution.",
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                "text": "Step 6: Outcome",
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            {
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                "text": "If an agreement is reached, the outcome will be recorded, a Mediation Agreement will be signed and the case will be closed.",
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            },
            {
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                "text": "Where mediation does not result in an agreement, the mediation will be concluded and both parties will be informed of any further options that may be available.",
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                "text": "Why Choose CCMS?",
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                "text": "Independent and impartial service",
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            {
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                "text": "Focused on early resolution of complaints",
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                "text": "Encourages constructive dialogue and understanding",
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                "text": "Confidential and professional process",
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                "text": "Helps avoid unnecessary escalation of disputes",
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