Communication-and-resolution programs: the challenges and lessons learned from six early adopters

Area of Science:

• Healthcare Management
• Patient Safety
• Medical Malpractice

Background:

• Communication-and-resolution programs (CRPs) are initiatives where healthcare systems and insurers disclose unanticipated care outcomes to patients.
• These programs aim to proactively resolve issues, offering apologies, explanations, and compensation when appropriate.
• Anecdotal evidence suggests CRPs can reduce liability costs and enhance patient safety, but implementation details remain unclear.

Purpose of the Study:

• To investigate the implementation of CRPs by examining major challenges and lessons learned from early adopters.
• To identify key factors contributing to the success of CRP initiatives in healthcare settings.

Main Methods:

• A qualitative study was conducted involving interviews with participants from six established CRPs.
• The research focused on understanding the practical experiences and perceived success factors of these programs.

Main Results:

• Key success factors identified include strong institutional leadership ('champions') and dedicated efforts to build program awareness and acceptance among clinicians.
• Participants emphasized the importance of marketing the program to skeptical healthcare providers and managing expectations regarding the timeline for transformative change.
• Early adopters expressed willingness to explore CRPs in diverse settings, including those with different insurance structures or legal environments.

Conclusions:

• Successful CRP implementation relies on dedicated leadership, effective clinician engagement, and realistic expectations for change.
• The findings support wider experimentation with CRPs across various healthcare systems and legal contexts.
• Further research is needed to understand CRP effectiveness in settings without integrated liability insurers or strong tort reforms.