What are Communication and Resolution Programs?<\/u><\/p>\n
Communication and Resolution Programs (CRPs) are the emerging best practice for addressing patient harm when it happens and preventing it in the future. At the highest level, CRPs provide a systematic approach for openly engaging with patients and moving toward a positive resolution after an adverse event. 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\u2019s learned after an adverse event is put into practice. CRPs are\u00a0characterized by:<\/p>\n
- \n
- – Transparent and prompt communication<\/li>\n
- –\u00a0Support for involved patients, families, and care providers<\/li>\n
- –\u00a0Rapid investigation and closure of gaps that contributed to the adverse event<\/li>\n
- –\u00a0Proactive resolution<\/li>\n
- –\u00a0Collaboration across all involved stakeholders<\/li>\n<\/ul>\n
<\/u>What is CRP Certification?<\/u><\/p>\n
CRP Certification is a process intended to incentivize positive resolutions, learning, and quality improvement after instances of patient harm. When healthcare providers and\u00a0organizations have utilized a CRP following an adverse event, they can apply for \u201cCRP Certification.\u201d A neutral group of patient safety experts and patient advocates has been convened to review responses to adverse\u00a0events and certify whether the patient\u2019s needs have been met, any individual or system-level inadequacies have been addressed, and learning has occurred. The certification process provides valuable feedback to healthcare organizations about their CRP processes and demonstrates that they achieved all the essentials of a CRP for a given case.<\/p>\n
![\"2017-09-05-09_34_22-2017-0906-crp-compatibility-mode-word\"](\"https:\/\/www.qualityhealth.org\/bree\/wp-content\/uploads\/sites\/8\/2017\/09\/2017-09-05-09_34_22-2017-0906-CRP-Compatibility-Mode-Word-300x220.png\")
<\/a><\/p>\nCRP Certification is an opportunity for statewide learning<\/u><\/p>\n
With CRP \u00a0Certification, we have a new and unique opportunity to share lessons from specific events, which can benefit the entire healthcare community. The CRP Certification team\u00a0will work to aggregate and disseminate de-identified CRP Certification information to the wider healthcare community so that lessons learned are not confined to the organizations where the events occurred, but can be shared statewide to improve patient safety on a broader scale. \u00a0View complete list of CRP Certification benefits<\/span>\u00a0<\/strong><\/a><\/p>\n
First Case Analysis\/ Lessons Learned: CRP Certification <\/u><\/p>\n
In July 2017, the CRP Certification Review Panel reviewed their first successfully certified CRP case.\u00a0 This case involved a medical error that resulted in a patient death. The CRP Certification activity was specifically created to help providers and institutions learn more about the effectiveness of their CRP process with involved patients and providers. To that end, the first case provided the following insights:<\/p>\n
- \n
- – Prompt ownership and disclosure are crucial<\/strong>: In the certified case, the involved providers were prompt and up front with the patient\u2019s family members. While the care team had not yet determined the full extent of patient harm, this did not deter them from looping in the family immediately and updating them frequently throughout the process.<\/li>\n
- – Provider support embeds important safety culture values:<\/strong> The review panel noted that the peer support offered was quick, responsive, and very well done. The relationship between the involved providers and the health care organization was not blame inducing. As a result of this support, the involved provider spearheaded the development of new training processes and materials to prevent event recurrence.<\/li>\n
- – Think outside the box in terms of resolution: <\/strong>In cases where an organization deems that a medical error has occurred, there is often an offer to waive bills. In this case, the review panel recognized the organization\u2019s commitment to \u201cmake the patient\/ family whole\u201d by extending their support in additional ways. The organization handled all travel, lodging, lost wage and other expenses accrued by the patient\u2019s family commensurate to this event.<\/li>\n<\/ul>\n
Additional Resources on CRPs and CRP Certification <\/u><\/p>\n
- \n
- NEWS: <\/u>The Washington State Hospital Association endorses the Washington CRP<\/a><\/span><\/li>\n
- UPCOMING EVENT: <\/u>Join us in September for hands on training in CRP implementation at your organization<\/a><\/span><\/li>\n
- SUPPORTING RESEARCH: <\/u>Michigan Experience<\/a><\/span><\/li>\n
- More about Communication and Resolution Programs in Washington<\/a><\/span><\/li>\n
- More about the CRP Certification activity <\/a><\/span><\/li>\n<\/ul>\n
<\/p>\n
Kelly Veit, MHA
\nProgram Director, Washington Patient Safety Coalition<\/p>\nJennifer Zech, MS
\nResearch Coordinator,\u00a0UW Medicine Center for Scholarship in Patient Care Quality and Safety<\/p>\n","protected":false},"excerpt":{"rendered":"Despite the best efforts of health care providers and organizations, patients sometimes experience unanticipated and undesirable outcomes in their care. In these cases, open and honest communication with the patient…","protected":false},"author":88,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-3879","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"aioseo_notices":[],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/posts\/3879","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/users\/88"}],"replies":[{"embeddable":true,"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/comments?post=3879"}],"version-history":[{"count":0,"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/posts\/3879\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/media?parent=3879"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/categories?post=3879"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.qualityhealth.org\/bree\/wp-json\/wp\/v2\/tags?post=3879"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}} - UPCOMING EVENT: <\/u>Join us in September for hands on training in CRP implementation at your organization<\/a><\/span><\/li>\n
- – Provider support embeds important safety culture values:<\/strong> The review panel noted that the peer support offered was quick, responsive, and very well done. The relationship between the involved providers and the health care organization was not blame inducing. As a result of this support, the involved provider spearheaded the development of new training processes and materials to prevent event recurrence.<\/li>\n
- – Prompt ownership and disclosure are crucial<\/strong>: In the certified case, the involved providers were prompt and up front with the patient\u2019s family members. While the care team had not yet determined the full extent of patient harm, this did not deter them from looping in the family immediately and updating them frequently throughout the process.<\/li>\n