Massachusetts Alliance for Communication
and Resolution following Medical Injury
MACRMI is a Massachusetts alliance of patient advocacy groups, teaching hospitals and their insurers, and statewide provider organizations committed to transparent communication, sincere apologies and fair compensation in cases of avoidable medical harm. We call this approach Communication, Apology, and Resolution (CARe) and we believe it is the right thing to do. It supports learning and improvement and leads to greater patient safety.
This site is a central resource for information on the CARe approach and the health care institutions implementing it. Here you will find answers to many of your questions regarding medical injury; resources and support for patients, families and clinicians; education and training resources for health care providers; sample guidelines and policies; research and articles; and ways to connect with each other. By sharing what we learn from medical errors and near misses, we are enhancing patient safety together and improving our health care system. Thank you for participating.
New! Iowa is the latest state to pass a law that supports a CARe-like approach MACRMI and the CARe program are featured in this article by OB GYN News about the landscape of Disclosure and Apology programs. We're proud to work tirelessly to educate institutions, attorneys and patients on the benefits of being transparent and honest, and we will continue to support others who are interested in adopting this great approach. Read it, here!
2015 CARe Forum Videos You can now watch the 2015 CARe Forum on video - on our website and on YouTube. Three videos make up the program: The first video covers an overview of the CARe program and new resources; the second video is the Risk Management Panel in which panelists discuss a hypothetical case of medical harm and describe how they would manage the case, and describe how their role has changed since implementing the CARe process; the third video is the CARe Resolution Panel in which an actual case that was resolved using the CARe approach is presented by members involved in the resolution, including the patient, attorneys from both parties, members of the patient safety team, and the provider. You can also download the slides from the forum, here.
Request a speaker to present the CARe approach to your organization.
New! Blog Post - The Importance of an Apology Check out our new blog post by the Patient Safety team at Baystate Health in Springfield, MA. They have been practicing the CARe approach since 2013 as a Massachusetts Pilot Site for the three year study to measure outcomes, and have some great insight about the process. This piece discusses the importance of an apology following an unexpected medical outcome, and how to ensure a trusting relationship between the patient and provider. Read it, here!
New to the Resource Library: Video Library You can now access and view our video archives in the the new Video Library! If you are interested in learning more about MACRMI and the CARe approach, you can now watch all of the videos from our annual forums. We have also included other video resources about communication and apology that you may find helpful and interesting. Click here to check it out!
“Massachusetts hospitals are committed to always improving the quality and safety of the care they provide to patients. Aside from being fair to caregivers and patients, MACRMI's communication, apology, and resolution initiative will help advance this fundamental quality-improvement agenda by fostering open discussion among clinicians about the causes of adverse outcomes and the steps that need to be taken to avoid them in the future.”
Massachusetts Hospital Association
"CARe recognizes a universal truth: we are all in this grand effort of patient care together. And only by honoring that truth will we break down the barriers to make tomorrow’s patient care safer for our patients and all those committed to their care."
Richard C. Boothman, Executive Director of Clinical Safety, University of Michigan Health Services
"Our work at the Coalition has highlighted the value of the CARe model in preserving healing relationships between patients and their clinicians after an adverse event. We have also seen the potential for deep learning from adverse events as a consequence of the change in the organizational culture related to those events. This can significantly accelerate the pace of improvements in patient safety."
Massachusetts Coalition for the Prevention of Medical Errors
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