Communication and Resolution Programs (CRPs) positively change the experience of healthcare for both patients and providers.
CRPs can provide patients and their families what they need to heal and move forward.
When a patient is harmed during care, research shows that most patients and their families want an honest explanation of what happened, an apology, and an understanding of how similar events will be prevented. An acknowledgement of their pain can sometimes be the most important ingredient to their healing. CRPs ensure most patients and families respectfully receive what they need to reach resolution.
CRPs honor the experience of healthcare providers.
The emotional toll that patient harm can have on providers is often overlooked. CRPs support providers as they make sense of what occurred. The experience of openly communicating with the patient and family can preserve the patient-provider relationship and create a sense of closure.
CRPs support a culture of accountability and continued learning at healthcare institutions.
CRPs require clinicians and all relevant institutional staff to investigate incidents of patient harm and to reflect on what can be learned. They cultivate transparency, accountability and greater communication—all of which improve patient safety and reinforce a culture of learning.
CRPs lead to a faster, more positive resolution.
CRPs are intentionally designed to address incidents of patient harm swiftly and with care. Most often, everyone involved reaches a place of resolution, if not closure. As a result, CRPs typically reduce the need for legal action.