"What that apology meant to me was that they had listened finally and I had been heard. I just I felt so relieved and I can't even describe how euphoric I felt when I left that meeting that all of these people [her doctor, her surgeon, among others] had finally listened to me and I had stood up for myself... so I just I I really cherish that meeting."
A patient at the University of Michigan Health System
"As we move toward greater transparency in health care, patients and providers both stand to benefit greatly from disclosure and apology for errors. Coupling disclosure and apology with thoughtful and proactive offers of compensation to patients can better help resolve these difficult events not only more quickly, but more fairly."
Allen Kachalia, MD, Brigham and Women's Hospital and associate professor at the Harvard School of Public Health.
"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
"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
"The CARe program is good for patients, providers, and our overarching goal of improving patient safety. Neither patients nor providers benefit from the current system where it can take years to resolve one case and in the end nobody wins. The CARe program is simply the right solution because it's the right thing to do."
Peter Smulowitz, MD, Emergency Medicine, Beth Israel Deaconess Medical Center