You may be trying to access this site from a secured browser on the server. Please enable scripts and reload this page.
Turn on more accessible mode
Turn off more accessible mode
Skip Ribbon Commands
Skip to main content
To navigate through the Ribbon, use standard browser navigation keys. To skip between groups, use Ctrl+LEFT or Ctrl+RIGHT. To jump to the first Ribbon tab use Ctrl+[. To jump to the last selected command use Ctrl+]. To activate a command, use Enter.
Site Actions
This page location is:
Walter Reed National Military Medical Center
Patients & Visitors
HealthcareMediator
Browse
Tab 1 of 2.
Page
Tab 2 of 2.
Sign In
About
Us
General Information
About Us
Branch Clinics
Committed to Quality and Safety
Facts at a Glance
Leadership
Our Rich History
Vision & Mission
Media Information
Media Inquires
News and Events
Partners
NCR-MD
Fort Belvoir Community Hospital
NAVMED NCA
NSA Bethesda
USUHS
SOCOM Care Coalition
Healthcare
Services
Behavioral Health
Behavioral Health
John P. Murtha Cancer Center
Cancer Center
Breast Center
Cancer Genetics
Clinical Trials
Dermatologic Oncology
Gynecologic Oncology
Hematology Oncology
Orthopaedic Oncology
Pediatric Oncology
Prostate Center
Patient & Family Support
Radiation Oncology
Surgical Oncology
Urologic Oncology
Dentistry
Dentistry
Hospital Dentistry
Pentagon Dental Clinic
Primary Care Dentistry
Emergency Medicine
Emergency Medicine
Eye Care
Ophthalmology
Optometry
Inpatient Services
Mother Infant Care Center
Neonatal Intensive
Care Unit
Medicine
Medicine
Allergy, Immunology, & Immunizations
Cardiology
Dermatology
Endocrinology, Diabetes, & Metabolism
Executive Medicine
Gastroenterology
Hematology - Oncology
Infectious Diseases
Nephrology
Neurology
Pulmonary
Rheumatology
Sleep Clinic
National Intrepid Center of Excellence
NICoE
Intensive Outpatient Program
Outpatient Services
Brain Fitness Center
NICoE Evaluation Track
Medical Home
Internal Medicine/
Medical Home
Integrative Health &
Wellness Services
Laboratory Services
Nutrition Services
Nutrition Services
Café 8901
Outpatient Clinical Nutrition Services
Inpatient Clinical Nutrition Services
Obstetrics/Gynecology
Obstetrics/Gynecology
Gynecology
Obstetrics
Prenatal Assessment Center
Orthopaedics & Rehabilitation
Orthopaedics & Rehabilitation
Amputee Care
Chiropractic Clinic
Occupational Therapy
Orthopaedic Surgery
Physical Therapy
Prosthetics & Orthotics
Pediatrics/Adolescents
Pediatrics/Adolescents
Adolescent Medicine
Armed Forces Center for
Child Protection
Children's Subspecialty
Neonatology
Pediatric Hematology-Oncology
Pediatric Primary Care
Pharmacy
Pharmacy
FAQs
Online Refills (TOL)
Poison Prevention
Radiology
3-D Medical Applications Center (3DMAC)
Breast Imaging
Diagnostic Radiology
Nuclear Medicine
Radiation Oncology
Readiness
Readiness
Active Duty Medical/
Dental Records
Medical Readiness
Operational/Deployment Health Service
Exceptional Family Member Program
Surgery
Surgery
Anesthesia
Audiology & Speech
Cardiothoracic Surgery
General Surgery
Neurosurgery
Oral Maxillofacial Surgery
Otolaryngology
Plastic Surgery
Transplant Surgery
Trauma/Acute Care Surgery
Urology
Vascular Surgery
Patients &
Visitors
Patients
Appointments
Healthcare Resolutions
HIPAA
Inclement Weather FAQs
Patient Relations
Patient Rights
Patient Support
Patient Visiting Hours
Patient Wireless
Pharmacy
TriCare
Visitors/Staff
Dining
Directions & Transportation
Child Development Center
Command Duty Office
Lodging
Morale, Welfare & Recreation
Parking
Pastoral Care
Navy Personnel Support Activity Detachment
Security
Tenant Commands
Business
Acquisition Management
Equipment Management
Staff Judge Advocate
Supply Chain Management
Careers
Civilians
Graduate Medical Education
Military
Naval Postgraduate Dental School
Nursing
Volunteer
Research &
Education
Education
Graduate Medical Education
Naval Postgraduate Dental School
Research
3D Medical Applications Center
Research Programs
Warrior Care
Email Provider/Secure Messaging
Appointment and Referrals
Health Information
Provider One Call
Contact Us
Patients & Visitors
Home
Currently selected
Patient Information
American Red Cross
Appointments & Referrals
Case Management
Ethics Consultation Program
Executive Healthcare
FAQs
Healthcare Resolutions
Currently selected
Integrated Referral Management and Appointing Center
Medical Evaluation Board
Medical Records Management
Navy-Marine Corps Relief Society
Pastoral Care
Patient Administration
Patient Guide
Patient Relations
Patient Rights & Responsibilities
Patient Safety
Support Groups
Visitor/Staff Information
Base Map
Child Development Center
Command Duty Office
Dining
Directions
Environmental Impact Statement
Finding Your Way Around
Lodging
Morale Welfare & Recreation
Oakleaf Club
Parking
Personnel Support Detachment
Phone Listing
Security
Single Parent Support
Staff Education & Training
Tenant Commands
Business
Acquisitions
Darnall Medical Library
Equipment Management
Inspector General
Supply Chain Management
Staff Judge Advocate
Careers
Civilians
Graduate Medical Education
Naval Postgraduate Dental School
Nursing
Volunteer
Active Duty Services
Exceptional Family Member Program
Fleet and Family Support
Readiness
Report For Duty
Sexual Assault Prevention and Response
Nutrition Information
Nutrition Services
Cafe 8901
Inpatient Clinical Nutrition Services
Outpatient Clinical Nutrition Services
All Site Content
Patients & Visitors
>
HealthcareMediator
Patient Information
American Red Cross
Appointments & Referrals
Case Management
Ethics Consultation Program
Executive Healthcare
FAQs
Healthcare Resolutions
Currently selected
Integrated Referral Management and Appointing Center
Medical Evaluation Board
Medical Records Management
Navy-Marine Corps Relief Society
Pastoral Care
Patient Administration
Patient Guide
Patient Relations
Patient Rights & Responsibilities
Patient Safety
Support Groups
Visitor/Staff Information
Base Map
Child Development Center
Command Duty Office
Dining
Directions
Environmental Impact Statement
Finding Your Way Around
Lodging
Morale Welfare & Recreation
Oakleaf Club
Parking
Personnel Support Detachment
Phone Listing
Security
Single Parent Support
Staff Education & Training
Tenant Commands
Business
Acquisitions
Darnall Medical Library
Equipment Management
Inspector General
Supply Chain Management
Staff Judge Advocate
Careers
Civilians
Graduate Medical Education
Naval Postgraduate Dental School
Nursing
Volunteer
Active Duty Services
Exceptional Family Member Program
Fleet and Family Support
Readiness
Report For Duty
Sexual Assault Prevention and Response
Nutrition Information
Nutrition Services
Cafe 8901
Inpatient Clinical Nutrition Services
Outpatient Clinical Nutrition Services
Healthcare Resolutions
WRNMMC's official Special Assistant for Healthcare Resolutions Program is available to all beneficiaries.
The primary goals of the Special Assistant for Healthcare Resolutions Program are:
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 the Walter Reed National Military Medical Center.
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.
Forward systemic issues to process owners.
Early intervention is critical to achieving meaningful resolutions.
How can the Special Assistant for Healthcare Resolutions help me?
The Special Assistant for Healthcare Resolutions works with patients and providers at the time of service delivery. The Special Assistant for Healthcare Resolutions may also be engaged at any time following unexpected outcomes of care or quality of care issues.
The Special Assistant for Healthcare Resolutions can help you resolve patient issues in a confidential and neutral setting.
Examples of patient issues
Dissatisfaction with treatment outcomes or quality of care.
Unexpected/adverse outcomes of care.
Sentinel events.
Medical errors.
Misdiagnosis or delays in diagnosis.
Unexpected deaths.
Inability to communicate effectively with providers.
How does the Special Assistant for Healthcare Resolutions help resolve these situations?
Conduct informal fact-finding, facilitate open communication between parties, and offer fair and equitable solutions.
Liaison between patients and physicians regarding quality of care issues; may facilitate mediation sessions with patients and providers.
Negotiate and reason to analyze the situation and recommend appropriate actions for solutions, while ensuring that all parties understand their options and the processes involved.
In some cases, the Special Assistant for Healthcare Resolutions informs the Commander, Walter Reed National Military Medical Center , of emerging issues while always maintaining confidentiality and neutrality.
Who can use the services of the Special Assistant for Healthcare Resolutions?
Patients, employees, and volunteers of WRNMMC who have patient care issues. This service is available to all beneficiaries. Referrals are accepted from any beneficiary or staff member.
When and how should I contact the Special Assistant for 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
(301) 295-5434 (DSN) 295-5434
or
email the
Special Assistant for Healthcare Resolutions
.
Please note
: The Special Assistant for Healthcare Resolutions is not the Military Family Ombudsman or any other “ombudsman” position at the Command. The Special Assistant for Healthcare Resolutions does not address workplace or Workers' Compensation issues. Services of the Special Assistant for Healthcare Resolutions are free of charge.
The Special Assistant for Healthcare Resolutions advocates for fair processes for all participants in all situations
The Special Assistant for Healthcare Resolutions serves as a Special Assistant to the Commander and Deputy Commander.
The Special Assistant for Healthcare Resolutions's guiding principles:
Confidentiality
Your identity is never revealed without your explicit permission.
Neutrality & Impartiality
The Special Assistant for Healthcare Resolutions does not take sides in a dispute and strives to achieve the best possible outcome for all.
Independence
The Special Assistant for Healthcare Resolutions operates throughout all levels at WRNMMC and will access any Command party regarding issues that require his or her attention.
Informality
Non-adversarial, problem-solving processes are employed to resolve disputes. However, using the services of the Special Assistant for Healthcare Resolutions does not limit a person’s right to pursue a formal or legal process.
Multiple approaches to conflict resolution
Coaching, facilitating, conveying information between involved parties, and informal fact-finding are some ways in which the Special Assistant for Healthcare Resolutions functions. Sometimes the situation lends itself to mediation where parties are brought together for information sharing and problem resolution.
Mediation is an informal process facilitated by the Special Assistant for Healthcare Resolutions. In a relaxed, private setting, parties openly discuss concerns and attempt to identify the underlying causes of the problem. Individual meetings may also be held with each party to clarify issues and discuss topics of a sensitive nature.
The Special Assistant for Healthcare Resolutions helps people help themselves by counseling patients and health care professionals on problematic issues that are affecting the delivery of quality patient care. The goal is to intervene early and resolve issues at the lowest level possible.
Emphasis is upon the organization "doing the right thing" when there are unanticipated adverse outcomes of care or quality of care issues.
Contact
Location
Building 9
1st Floor, Room 1436
Phone
Main: (301) 295-5434
DSN: 295-5434