Peto RR, Tenerowicz LM, Benjamin EM, Morsi DS, Burger PK. One system's journey in creating a disclosure and apology program. Joint Commission Journal on Quality and Patient Safety. 2009 Oct;35(10):487-496.In 2006 Baystate Health in Massachusetts began implementing a formal disclosure and apology program to support prompt and skillful disclosure of adverse events. The hospital trained coaches and established and expanded emotional support services for patients, families, and clinicians. This article describes their experience to date, including key challenges and lessons learned.
