RESOLUTION PROCESS

QMA Risk Management LLC
Victoria Grace 1/24/2012
v3

Resolution Process Defined

It�s a pathway and process for working things out.

begin with commitment to workability and communication
define it
why it is important (create context)
articulate the pathway
include critical elements
outline, then amplify as needed

DEVELOPING THE RESOLUTION PROCESS

Basic Steps in the Process:
Add, delete, or change the order � do only what works for you and assists your clients � that is the sole focus. Evaluate usefulness by asking for feedback when the issue is resolved.

Elements of a Resolution Process Handout:

Expand upon this list, discuss and give to client at initial visit:

I will listen, talk to me first
Talk to my partner or another midwife; she will listen
Contact my professional organization
Contact an independent professional mediator
Contact the Department of Health

Being Brilliant at Handling Complaints and Gripes -- the short form

Express empathy; say you're sorry for the inconvenience the situation caused for the client, etc.; "walk in her shoes"
Find out what the client wants (From your client's point of view "what would be the ideal solution?" From yours?)
Forget about defending yourself/actions or assigning fault or blame
Apologize only if you made a mistake
Promise to take some action if that's appropriate
Implement indicated action as soon as practical and notify the client

Examples of a Policy, a Procedure and a Process for The Resolution of Grievances

Disclosure and Resolution Policy

The midwives of Your Name Midwifery are committed to open, honest and ongoing communication with our maternity clients. Because effective communication is a process, this includes informed consent and shared decision-making conversations, disclosing and discussing information about unexpected events and being available to address maternity questions and concerns in a timely manner. It also includes respectfully resolving any misunderstandings and disagreements that may arise in the course of your care. *

Resolution Procedure

We designed the following pathway as the most effective one for the client and midwife to use, listed in order from least to most intervention:

Encourage client to talk to one of the midwives on staff.
Midwife and client enlist the assistance of another midwife from the practice or one of the covering midwives.
Client contacts the Midwives' Association of Washington State (MAWS).
Midwife and client agree to contact and work with a mediator.
Client submits complaint to the State Department of Health.

Resolution Process (Handout for client or place in your Client/Midwife Agreement)

The midwives of Your Name Midwifery are committed to open, honest and ongoing communication with our maternity clients. Because effective communication is a process, this includes informed consent and shared decision-making conversations, disclosing and discussing information about unexpected events and being available to address maternity questions and concerns in a timely manner. It also includes respectfully resolving misunderstandings and disagreements that may arise in the course of your care. We are committed to listening to you, understanding your concerns and responding in a compassionate manner. We designed the following steps as a guide for you:

Please come see one of us immediately so that we can discuss the issue together and resolve it quickly and to your satisfaction.
If for some reason we cannot resolve this together, then we could enlist the assistance of another midwife from the practice or one of the covering midwives we use and that you feel comfortable with.
Another avenue available is to contact our professional organization, the Midwives' Association of Washington State (MAWS) and request their help.
We are open to professional mediation by a third party and together we could contact and work with the mediator.
As a last resort, if all else fails and you feel this is an issue of health or safety, you can submit a complaint about us to the Washington State Department of Health.

*Basic policy courtesy of Doug Wojcieszak, with modifications and additions by Victoria Grace.