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"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


"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 Systems

"Blue Cross Blue Shield of Massachusetts is proud to support this collaborative effort. By working together, Massachusetts will continue to be a leader nationally in the continuing drive for affordable and high-quality patient care."

Blue Cross Blue Shield of Massachusetts

“Compassion, honesty, and transparency are at the core of healing relationships.  CARe speaks to our need to treat patients and families with respect and dignity when a preventable medical error occurs. Because 1/3 of physicians have experienced a medical error occurring to themselves or a loved one as a patient, CARe also speaks to what clinicians want for themselves and family members.” 

Randolph Peto, MD, MPH, Medical Director for Quality and Patient Safety, Baystate Medical Center

"CARe will provide patients and health care providers essential support, guidance and educational tools to communicate regarding unanticipated medical outcomes. This dialogue will help maintain therapeutic relationships and will contribute to improvements in patient safety."