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What is Mediation?
MPRO Information Line
For more information on how mediation may be used to resolve your complaint, call MPRO.
1-800-365-5899 Toll Free
9:00 a.m. to 4:30 p.m.
Monday through Friday
1. How will I know if my complaint is appropriate for mediation?
Not all complaints are appropriate for mediation. An MPRO physician reviewer determines if the case is suitable to be resolved by both parties.
2. What are the key features of a mediation session?
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The session is facilitated by a professional, impartial third person (the mediator).
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The session is usually conducted face-to-face but can also be conducted over the telephone. It typically takes two to four hours.
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The session is strictly confidential. The discussion is not documented and cannot be used in any legal proceedings.
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You and your physician/provider determine the solution to your complaint.
3. Can I bring someone with me to the mediation?
Yes, if agreed to by the other party, you may bring a family member or designated representative to the mediation. You may also be provided with a mediation advisor, who is a trained professional that can answer your questions about the mediation process.
4. How will mediation affect my relationship with my doctor or healthcare plan?
Participants often report improved relationships after the mediation session. If your doctor or provider agrees to participate, he/she is also committed to improving communication.
5. I am interested in the mediation option, what do I do?
Call MPRO at 1-800-365-5899. You will be directed to an individual who will be able to walk you through the process that follows. Keep in mind that not all complaints are suitable for mediation and you and your doctor or hospital representative must agree to participate in mediation before moving forward.
6. How does mediation affect my benefits under Medicare?
Participation is voluntary. If you choose not to participate your benefits under Medicare are not effected.
