Third-Party Dispute Resolution

 At eHealthEBM+, we understand that disputes may sometimes arise between patients and healthcare providers. These disputes can be complex and emotionally charged, often involving misunderstandings or communication challenges. This policy outlines how eHealthEBM+ can offer guidance and support to both parties in resolving disputes, while making it clear that we are not directly involved in the provision of healthcare services.

 This policy applies to any disputes that may arise between patients and healthcare providers using the eHealthEBM+ platform. These may include issues related to:

• Healthcare services or treatment plans
• Billing and payment concerns
• Miscommunication or delays in responses
• Access to or handling of medical records

While eHealthEBM+ is not involved in clinical decisions or legal matters, we offer guidance to help patients and healthcare providers resolve conflicts. 

 Many disputes between patients and healthcare providers are inherently difficult to resolve. This can be due to several factors:

• Lack of Medical Knowledge: Patients and their families often struggle to fully understand medical diagnoses, treatments, or procedures due to their limited medical knowledge, which can lead to confusion and frustration.
• Emotional Factors: Healthcare situations often involve high levels of stress and emotional strain for patients and their families, making communication more challenging.
• Systematic or Communication Issues: On the provider’s side, there may be communication gaps, procedural delays, or even systematic issues that complicate the resolution process. 

 At eHealthEBM+, we stand in the middle of these disputes as a neutral platform, without any pre-formed opinions. Our goal is to assist both patients and healthcare providers in finding the root causes of the dispute, and to help avoid misunderstandings or unnecessary conflict. Our approach includes:

• Facilitating Communication: We aim to improve communication by offering a clear, transparent platform for both parties to express their concerns and provide explanations.
• Identifying Issues: We work to uncover the reasons or facts behind the dispute, be it a misunderstanding, lack of information, or systemic problem on the provider’s side.
• Explaining to Both Sides: We help by explaining the situation to both the patient and the provider in a way that ensures clarity and fairness, aiming to avoid any escalation of conflict. 

 1. Direct Communication: Patients should first attempt to contact the healthcare provider directly. Open, honest dialogue can often clarify misunderstandings or clear up confusion.
2. Formal Complaint: If direct communication does not resolve the issue, the patient may file a formal complaint with the healthcare provider. Providers are expected to handle such complaints in accordance with their internal policies and legal obligations.
3. eHealthEBM+ Support: While we are not a mediator, eHealthEBM+ can help facilitate communication, explain policies, and provide guidance to help both parties understand each other’s positions better.
4. Escalation: If necessary, patients or healthcare providers may seek external mediation, arbitration, or legal assistance if the dispute cannot be resolved through direct communication or assistance from eHealthEBM+. 

 • Do not take sides: We remain neutral, listening to both the patient’s concerns and the provider’s explanations.
• Focus on the facts: We look at the facts and reasons behind the conflict, ensuring that emotions do not cloud the situation.
• Encourage collaborative solutions: We encourage both parties to work together to find an agreeable solution, avoiding prolonged disputes. 

 • Seek clarification: Patients can request clarification on treatment plans, billing, or any other services provided.
• Request changes or explanations: If a misunderstanding or miscommunication arises, patients can request the healthcare provider to revisit or explain certain decisions.
• Seek alternative care: If the relationship with the provider becomes untenable, patients may choose to seek alternative providers for their healthcare needs.
• Escalate the dispute: In certain cases, patients may seek outside legal advice or arbitration if they feel their concerns are not adequately addressed.

 • Communicate clearly and promptly: Providers should ensure they respond to any patient queries or concerns in a timely and professional manner.
• Provide necessary information: Providers must offer accurate, comprehensive medical information and explain treatment options or decisions thoroughly.
• Follow regulatory and ethical standards: Providers must adhere to the highest ethical standards and legal regulations, including patient confidentiality and consent. 

 All communications during a dispute are treated with strict confidentiality. eHealthEBM+ ensures that any personal or medical data shared via the platform is protected according to our privacy policy and healthcare data protection laws such as HIPAA and GDPR.

 If necessary, either party may seek independent mediation or legal support to resolve their dispute. eHealthEBM+ recommends consulting with legal professionals or healthcare regulatory bodies for further assistance.

 We may update this policy periodically. Please review it regularly to stay informed of any changes. Continued use of the eHealthEBM+ platform implies acceptance of any updates to this policy.

 If you have any questions about this policy or need support in resolving a dispute, please contact us at [Contact Information]. We are here to facilitate a better understanding between patients and healthcare providers to avoid unnecessary conflicts.

This policy highlights eHealthEBM+’s neutral role in helping patients and healthcare providers communicate better and avoid misunderstandings. It emphasizes the complexity of such disputes and offers a structured, neutral approach to foster resolution while maintaining fairness.