Consumers

Medicare Mediation Program

The Medicare Mediation Program helps Medicare beneficiaries or their caregivers work out quality of care concerns with their doctor and/or health care provider.

How Mediation Works

• Mediation is a conversation between you and your doctor or hospital that is facilitated by an impartial third person (the mediator). It is an opportunity for you and your doctor or hospital to tell your story, respond to each other and resolve your concerns about the way you were treated.
  
• You may bring a family member or designated representative to the mediation session if all participants agree.
  
• The session is usually held face-to-face but can also be conducted by telephone.
  
• The session generally takes from two to four hours.
  
• The discussion is strictly confidential.
  
• The session is not documented and cannot be used in legal proceedings.
  
• Together, you and your physician or provider determine the solution to your complaint.

People who participate in mediation often report improved relationships with their health care providers after the mediation session. Keep in mind that not all complaints are suitable for mediation and that you and your doctor or provider must agree to mediation before going forward. The use of mediation to resolve a complaint is voluntary. If you choose not to participate, your benefits under Medicare are not affected.

For more information about the Beneficiary Complaint Response Program, call 1.800.MEDICARE (1.800.633.4227) or visit www.medicare.gov.