I was thrilled when this article, Communication and Resolution Programs: Challenges and Lessons Learned from Six Early Adopters was published in January 2014 in Health Affairs, since it reported on six successful communication and resolution programs that had been the recipients of significant AHRQ grant monies for demo projects to test whether these programs would reduce liability costs and improve patient safety. Disclosure, transparency and proactive resolutions such as apologies, explanations of what happened, as well as compensation were all critical elements of these programs. The hospital based programs at the Universities of Michigan and Illinois and now Stanford have been talked about widely at conferences and online, and now they – as well as three insurer based programs – have been studied in more detail as the authors discussed how these programs achieved their success. Key factors included the presence of a strong institutional champion, investing in building and marketing the program to skeptical clinicians, and making it clear that the results of transformative change will take time.
chiResolutions can help your organization design and implement a successful communication and resolution program that fits your culture and achieves the kind of results that you desire – transparency through disclosure and reporting, system improvements by identifying how things went wrong and fixing what was broken, and resolutions that are respectful for all concerned – patients, families and providers.
chiResolutions can help your organization design and implement a successful communication and resolution program that fits your culture and achieves the kind of results that you desire – transparency through disclosure and reporting, system improvements by identifying how things went wrong and fixing what was broken, and resolutions that are respectful for all concerned – patients, families and providers.
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