Outcomes In Two Massachusetts Hospital Systems Give Reason For Optimism About Communication-And-Resolution Programs

• DOI: 10.1377/hlthaff.2017.0320
• Publication Date: 2017-10-03T08:21:50Z
• Authors: Michelle M. Mello; Allen Kachalia; Stephanie Roche; Melinda Van Niel; Lisa Buchsbaum; Suzanne Dodson; Patricia Folcarelli; Evan M. Benjamin; Kenneth E. Sands
• Keywords: Financial compensation

Through communication-and-resolution programs, hospitals and liability insurers communicate with patients when adverse events occur; investigate explain what happened; and, where appropriate, apologize proactively offer compensation. Using data recorded by program staff members from surveys of involved clinicians, we examined case outcomes a used two academic medical centers their community in Massachusetts the period 2013–15. The demonstrated good adherence to protocol. Ninety-one percent did not meet compensation eligibility criteria, those that were costly resolve (the median payment was $75,000). Only 5 led malpractice claims or lawsuits. Clinicians supportive but desired better communication about it members. Our findings suggest programs will lead higher costs adhere commitment proactively.