Transforming Adverse Event Response: A Narrative Systematic Review of Healthcare Communication-And-Resolution Program Outcomes, Barriers, and Recommendations

Communication following adverse events and medical errors can be complex as patients desire openness, transparency, and accountability. Healthcare organizations have begun to implement communication-and-resolution programs (CRPs) designed to offer apology and disclosure, conduct investigations into the causes of the error, and prevent future errors. In this narrative systematic review, we screened 2,238 articles from PubMed, MEDLINE, Scopus, and Web of Science, identifying 56 articles related to CRP implementation, assessment, and provider training. CRP trainings focus on mastery of disclosure and apology knowledge and skills as well as improvements in self-reported communication confidence. Program interventions report values and organizational culture, practice impact, workplace engagement, and economic outcomes. Articles discussed the effects of state and federal legislation and regulations on CRP implementation. They also identify multiple barriers to and recommendations for CRP implementation, trainings, and research. The results of this review highlight the need for more empirical research and methodological development for the study of CRPs, which creates opportunities for health communication researchers to contribute to the development of CRP research.