Communication, Apology, and Resolution

Communication and resolution programs are gaining acceptance as an alternative to more traditional deny-and-defend practices after a patient is harmed during medical care. In Massachusetts, the Betsy Lehman Center for Patient Safety is supporting work to implement Communication, Apology, and Resolution (CARe) to resolve adverse events in an effort to improve patient safety, reduce costs, and enhance fairness and transparency in healthcare. Authors discuss the benefits of this model and explain challenges and lessons learned as they scale CARe statewide. They emphasize the need for standardization and structure when implementing the program to ensure equity and rigor.