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

August 2021 Learning Lab Presentation Handout - Communication and Resolution Programs An Emerging Best Practice for Addressing Patient Harm

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Pdf Summary

Communication and Resolution Programs (CRPs) are an emerging best-practice approach for preventing and responding to patient harm events. Presented as a patient-safety and quality initiative (not merely a claims-reduction strategy), CRPs aim to reduce suffering for patients, families, and clinicians while strengthening transparency, trust, and organizational learning.<br /><br />The document explains why healthcare organizations often struggle after adverse events—human avoidance of difficult conversations, fear of punishment or litigation, mixed institutional messages, limited communication skills, and fragmented processes. Failed responses can compound patient/family suffering, intensify clinician distress (“second victims”), increase litigation risk, erode culture, and reduce public trust.<br /><br />CRPs differ from traditional “deny/defend” approaches by emphasizing immediate, ongoing, transparent communication; systems-focused event analysis (just culture, human factors) rather than individual blame; proactive support for patients/families; structured peer support for caregivers; and timely, fair resolution, including compensation when care was unreasonable and caused preventable harm.<br /><br />Core CRP elements include: a safety culture with psychological safety and learning; robust event reporting (rapid response, broad staff engagement, early patient/family engagement, confidentiality protections, and feedback to reporters); timely event analysis (interviews and record review within ~72 hours; causal and standard-of-care determinations within 30–45 business days); planned harm conversations (truthful information, empathy/apology, follow-up); caregiver support; and resolution of concerns/claims with clear explanations and, when warranted, financial compensation.<br /><br />Implementation guidance highlights assessing readiness, engaging leadership, embedding CRPs into workflow, and using metrics across environment, process steps (timeliness, analysis, peer support, resolution), and outcomes (claims, defense costs, patient and provider experience). Benefits cited include faster improvements, increased incident reporting, richer RCAs, better informed consent, less defensive medicine, stronger patient relationships, and improved caregiver meaning and morale—while noting the major challenge of inconsistent implementation across cases or CRP components.

Keywords

Communication and Resolution Programs (CRPs)

patient safety and quality improvement

adverse events response

transparent disclosure and apology

just culture and human factors analysis

event reporting and rapid response

root cause analysis (RCA)

caregiver peer support (second victim)

timely claims resolution and compensation

organizational learning and trust