Private Healthcare Mediation

Private Healthcare Mediation is managed independently by the Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution provider. For this scheme, we provide independent mediation (over the phone) between subscribing organisations and their patients if they are unable to resolve their complaints directly through the organisation's own complaints procedure.

Make a complaint

Which company would you like to make a complaint about?

Search for a company you wish to complain about.

What is the Private Healthcare Mediation Scheme?

The Care Quality Commission (CQC) encourages (as a matter of good practice) all independent healthcare providers to offer an independent external review stage that can provide patients with a route to resolve a complaint if it is not resolved via the providers' in-house complaints process. One independent adjudication scheme for private healthcare is the Independent Sector Complaints Adjudication Service (ISCAS) which is hosted within CEDR. Subscribing to ISCAS requires independent healthcare providers to adopt the ISCAS Code which mandates a strict three-stage complaints process but small independent healthcare providers and sole practitioners may not be able to operate under the code due to limited resources and the number of personnel employed. In order to ensure patients of these providers can access alternative dispute resolution, CEDR has established the Private Healthcare Mediation Scheme in collaboration with ISCAS.

The steps you must take before submitting a complaint

Contact the company

Raise your concerns with the organisation directly. We cannot provide conciliation until you have first allowed the organisation the opportunity to address your complaint in line with there complaints procedure.

Get in touch with CEDR

If you remain dissatisfied once you have completed all stages of the organisations complaints procedure, the organisation will send you a letter or email that will tell you that you may refer the matter to CEDR for conciliation if you wish. This communication may be entitled ‘Final Response’.