CCMS will review the application to ensure that:
The practice complaints process has been completed.
The complaint falls within the scope of the service.
The matter is suitable for mediation.
If the complaint is not eligible, we will explain why and, where appropriate, signpost alternative options.
Where a complaint is accepted, both the patient and the chiropractor will be asked to sign an Agreement to Mediate.
This agreement confirms that both parties understand the process and consent to participating in mediation.
An independent and impartial Resolution Manager will work with both parties to:
Explore the issues raised.
Facilitate constructive communication.
Clarify areas of misunderstanding.
Help identify potential solutions.
The mediator does not make decisions or take sides. Their role is to support both parties in reaching their own resolution.
If an agreement is reached, the outcome will be recorded, a Mediation Agreement will be signed and the case will be closed.
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.
Independent and impartial service
Accessible to both patients and chiropractors
Focused on early resolution of complaints
Encourages constructive dialogue and understanding
Confidential and professional process
Helps avoid unnecessary escalation of disputes