Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps
Patients can experience serious harm from healthcare, the impacts can be prolonged, and events may also affect families and clinicians. Communication and Resolution Programs (CRPs) are designed to reduce these negative impacts, rebuild trust, and improve patient safety, but are not consistently impl...
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| Format: | Article |
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Frontiers Media S.A.
2025-01-01
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| Series: | Frontiers in Health Services |
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| Online Access: | https://www.frontiersin.org/articles/10.3389/frhs.2024.1488944/full |
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| author | Lauge Sokol-Hessner Lauge Sokol-Hessner John Adams Carole Hemmelgarn Beth Miller Diane O'Connor Melissa Parkerton Leilani Schweitzer J. Matthew Austin J. Matthew Austin |
| author_facet | Lauge Sokol-Hessner Lauge Sokol-Hessner John Adams Carole Hemmelgarn Beth Miller Diane O'Connor Melissa Parkerton Leilani Schweitzer J. Matthew Austin J. Matthew Austin |
| author_sort | Lauge Sokol-Hessner |
| collection | DOAJ |
| description | Patients can experience serious harm from healthcare, the impacts can be prolonged, and events may also affect families and clinicians. Communication and Resolution Programs (CRPs) are designed to reduce these negative impacts, rebuild trust, and improve patient safety, but are not consistently implemented. To inform implementation efforts, enable accountability, and promote innovation, it is critical to develop standardized performance measures assessing CRPs’ structure, process, and outcomes. To advance CRP measurement, an interdisciplinary workgroup from the Pathway to Accountability, Compassion, and Transparency (PACT) Leadership and Innovation Network—a group of leading healthcare organizations with CRPs—explores meaningful approaches to measurement and proposes a set of next steps. Interested parties in CRP measurement prioritize developing person-centered outcome and experience measures; assessing equity; addressing clinician and organization concerns about how CRP measurement may affect reputational and legal risk; reducing the burden of measurement; and improving mechanisms for sharing data across organizations to promote transparency, accountability, and broader patient safety improvements. Recommended next steps include: build a national coalition of interested parties to guide the work; overcome barriers to measurement and improve feasibility, especially through the engagement of patient safety and risk management software vendors; explore measure development processes that focus on patient, family, and clinician-centered outcome and experience measures; define nationally recognized standardized CRP measures; consider the role for regulatory and financial incentives to promote their use; and facilitate data sharing and comparative analysis. Ongoing engagement and strategy will be essential to move CRP measurement forward. |
| format | Article |
| id | doaj-art-6fcc5b9947fb47aab3e6ea4052ecaa1a |
| institution | Kabale University |
| issn | 2813-0146 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Health Services |
| spelling | doaj-art-6fcc5b9947fb47aab3e6ea4052ecaa1a2025-01-21T08:36:51ZengFrontiers Media S.A.Frontiers in Health Services2813-01462025-01-01410.3389/frhs.2024.14889441488944Measuring how healthcare organizations respond after patients experience harm: perspectives and next stepsLauge Sokol-Hessner0Lauge Sokol-Hessner1John Adams2Carole Hemmelgarn3Beth Miller4Diane O'Connor5Melissa Parkerton6Leilani Schweitzer7J. Matthew Austin8J. Matthew Austin9Division of General Internal Medicine, University of Washington, Seattle, WA, United StatesUW Medicine Collaborative for Accountability and Improvement, Seattle, WA, United StatesIndependent Researcher, Philadelphia, PA, United StatesMedStar Health Institute for Quality and Safety, Columbia, MD, United StatesCommonSpirit Health, Chicago, IL, United StatesArmstrong Institute for Patient Safety and Quality, Johns Hopkins Medicine, Baltimore, MD, United StatesUW Medicine Collaborative for Accountability and Improvement, Seattle, WA, United StatesRisk Management Communications, Reno, NV, United StatesArmstrong Institute for Patient Safety and Quality, Johns Hopkins Medicine, Baltimore, MD, United StatesDepartment of Anesthesiology and Critical Care Medicine, Johns Hopkins University School of Medicine, Baltimore, MD, United StatesPatients can experience serious harm from healthcare, the impacts can be prolonged, and events may also affect families and clinicians. Communication and Resolution Programs (CRPs) are designed to reduce these negative impacts, rebuild trust, and improve patient safety, but are not consistently implemented. To inform implementation efforts, enable accountability, and promote innovation, it is critical to develop standardized performance measures assessing CRPs’ structure, process, and outcomes. To advance CRP measurement, an interdisciplinary workgroup from the Pathway to Accountability, Compassion, and Transparency (PACT) Leadership and Innovation Network—a group of leading healthcare organizations with CRPs—explores meaningful approaches to measurement and proposes a set of next steps. Interested parties in CRP measurement prioritize developing person-centered outcome and experience measures; assessing equity; addressing clinician and organization concerns about how CRP measurement may affect reputational and legal risk; reducing the burden of measurement; and improving mechanisms for sharing data across organizations to promote transparency, accountability, and broader patient safety improvements. Recommended next steps include: build a national coalition of interested parties to guide the work; overcome barriers to measurement and improve feasibility, especially through the engagement of patient safety and risk management software vendors; explore measure development processes that focus on patient, family, and clinician-centered outcome and experience measures; define nationally recognized standardized CRP measures; consider the role for regulatory and financial incentives to promote their use; and facilitate data sharing and comparative analysis. Ongoing engagement and strategy will be essential to move CRP measurement forward.https://www.frontiersin.org/articles/10.3389/frhs.2024.1488944/fullpatient safetyquality measurementcommunicationreconciliationbenchmarking |
| spellingShingle | Lauge Sokol-Hessner Lauge Sokol-Hessner John Adams Carole Hemmelgarn Beth Miller Diane O'Connor Melissa Parkerton Leilani Schweitzer J. Matthew Austin J. Matthew Austin Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps Frontiers in Health Services patient safety quality measurement communication reconciliation benchmarking |
| title | Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps |
| title_full | Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps |
| title_fullStr | Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps |
| title_full_unstemmed | Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps |
| title_short | Measuring how healthcare organizations respond after patients experience harm: perspectives and next steps |
| title_sort | measuring how healthcare organizations respond after patients experience harm perspectives and next steps |
| topic | patient safety quality measurement communication reconciliation benchmarking |
| url | https://www.frontiersin.org/articles/10.3389/frhs.2024.1488944/full |
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