On-Demand Learning Lab: Communication and Resolution Programs: An Emerging Best Practice for Addressing Patient Harm-August 2021 Learning Lab Article Handout

August 2021 Learning Lab Article Handout

Pdf Summary

The article argues that incorporating patient experience is essential to improving patient safety and healthcare quality. As organizations move from provider-centric to patient-centric care, the patient’s perspective becomes a key source of insight—captured through individual encounters as well as broader tools like surveys.<br /><br />After a patient safety incident, patient and family feedback can help clarify what went wrong, including issues such as missed diagnoses, not being listened to, or untreated pain. Their perspectives can answer “what if” questions about how different clinician actions might have prevented harm. Leaders quoted in the piece emphasize that patient experience also “humanizes” safety events: beyond process analysis, hearing the patient story introduces emotion that can motivate clinicians and stakeholders to adopt changes, reflect on errors, and prevent recurrence.<br /><br />The article notes that patients and families affected by harm often want to participate in the organization’s response, driven by a desire to prevent similar harm to others. However, healthcare organizations must incorporate them thoughtfully, allowing time for healing and recognizing that participation may be emotionally difficult. When organizations demonstrate a genuine commitment to change, patients and families may find the partnership meaningful and even rewarding.<br /><br />For quality improvement initiatives, patient experience is linked to both care outcomes and the lived experience of receiving care. Improving outcomes requires patient engagement. Practical ways to integrate patient perspectives include standardized surveys (such as HCAHPS) and patient-family advisory councils. Finally, the article stresses that patient involvement must be substantive: patients do not want to serve as a “rubber stamp,” but to see real action and improvement resulting from their input.

Keywords

patient experience

patient safety

healthcare quality improvement

patient-centered care

patient and family engagement

safety incident feedback

missed diagnosis

HCAHPS surveys

patient-family advisory councils

learning from harm