Protocol Developed to Improve Dispute Resolution Practices in Health Plans

Dissemination of a dispute resolution quality assessment protocol

From 1999 to 2001, staff at New York University's Robert Wagner Graduate School of Public Service and The Mediation Group, a nonprofit organization in Boston, worked together to develop a protocol to help managed care organizations improve their dispute resolution practices.

Key Results

  • Project staff, in collaboration with a panel of experts and two health plans, created Dispute Resolution in Managed Care: A Modular Self-Assessment Protocol to help health plans identify and diagnose problem areas in their dispute resolution systems, explore the underlying causes and address them.

  • Six health plans worked with project staff to test the protocol and then participated in an all-day meeting to comment on the protocol and share best practices.

  • Based on advice from the health plans, project staff revised the protocol to include a section for measuring the cost impact of changes in a dispute resolution system.

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