What are Communication & Resolution Programs?
Communication and Resolution Programs (CRPs) is a process healthcare organizations can utilize to address and prevent patient harm. At the highest level, CRPs provide a systematic approach for openly engaging with patients and moving toward a positive resolution after an adverse event. CRP is a practice that moves healthcare culture away from “deny and defend.” They increase transparency, allow the care team to express sympathy and regret, and promote fair and reasonable compensation. CRPs contribute to patient safety by ensuring that what’s learned after an adverse event is put into practice. CRPs are characterized by:
- Transparent and prompt communication
- Support for involved patients, families, and care providers
- Rapid investigation and closure of gaps that contributed to the adverse event
- Proactive resolution
- Collaboration across all involved stakeholders
What are the goals of Communication & Resolution Programs?
CRPs are based on the recognition that most adverse events are not caused by incompetent providers, but rather by the interaction between competent clinicians and faulty healthcare systems, processes, or conditions. The main goals of CRPs are to:
- Ensure the needs of the patients and families harmed by healthcare are met
- Promote learning within and across healthcare providers and institutions to prevent the recurrence of medical harm