Our Healthcare Resolutions Program is available to all beneficiaries.
The primary goals of the program are to:
- Resolve complex healthcare disputes, issues, and concerns at the lowest level and at the earliest opportunity, ensuring a fair resolution process for all parties - patient, providers, and Walter Reed National Military Medical Center (WRNMMC).
- Incorporate patient, family, and provider input into process improvement initiatives and enhance patient-provider partnership in care delivery.
- Promote organizational transparency and integrity, including training of providers in disclosure techniques, as unexpected outcomes of care, treatment and services are openly and honestly shared with patients and families, where system vulnerabilities are recognized and a commitment is made to process improvements.
- Send overall system issues to process owners.
Early intervention is important for achieving meaningful resolutions. The program supports fair processes for all participants in all situations. Emphasis is upon the organization "doing the right thing" when there are unanticipated adverse outcomes of care or quality of care issues.
Beneficiaries have the right to all factual information related to any adverse outcome of their care, an apology or acknowledgement for the occurrence, an opportunity to provide input and to receive information about how system issues related to the event will be addressed, within federal law and regulation.
Guiding principles of the program are:
Your identity is never revealed without your permission.
- Neutrality and Impartiality
Healthcare Resolutions does not take sides in a dispute and strives to achieve the best possible outcome for all.
Healthcare Resolutions operates throughout all levels at WRNMMC and will access any party regarding issues that require his or her attention.
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 can the Healthcare Resolutions Program help me?
The Healthcare Resolutions Program can help you resolve patient issues in a confidential and neutral setting at the time of service delivery or following unexpected outcomes of care or quality of care issues. Some examples of patient issues are:
- Dissatisfaction with treatment outcomes or quality of care
- Unexpected/adverse outcomes of care
- Sentinel events
- Medical errors
- Misdiagnosis or delays in diagnosis
- Unexpected death
How does the Healthcare Resolutions Program help resolve these situations?
- 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 Director of WRNMMC is informed of emerging issues while maintaining confidentiality and neutrality.
Who can use the Healthcare Resolutions Program?
Patients, employees, and volunteers of WRNMMC who have patient care issues can use the Healthcare Resolutions Program. This service is available to all beneficiaries. Referrals are accepted from any beneficiary or staff member.
When and how should I contact Healthcare Resolutions?
You should contact Healthcare Resolutions when you need to privately discuss an issue or conflict that affects your care at WRNMMC. Mediation may be offered to address and resolve your concerns. For more information or to schedule an appointment, call or email the Healthcare Resolutions office.
The Healthcare Resolutions Program does not include the Military Family Ombudsman or any other “ombudsman” position. Healthcare Resolutions does not address workplace or Workers' Compensation issues. Services of the Healthcare Resolutions Program are free of charge.