WIHI: What's an Apology Worth? The Case for Communication and Resolution


Date: April 18, 2019


  • Thomas H. Gallagher, MD, Professor, Department of Medicine, University of Washington; Associate Chair, Patient Care Quality, Safety, and Value
  • Allen Kachalia, MD, JD, Director, Armstrong Institute for Patient Safety and Quality; Senior Vice President for Patient Safety and Quality, Johns Hopkins Medicine

When a patient is unintentionally harmed during medical treatment, how should organizations respond?

Not that long ago, steps like these were unthinkable and, from a risk manager's perspective, totally unwise. Today these practices are at the core of what are called communication and resolution programs (or CRPs), and their architects say there's been a significant uptick in US health systems using them. Our guests are two leading experts on CRPs, Tom Gallagher and Allen Kachalia. They and a team of researchers have been teasing out the reasons why so many health care leaders are committed to the principles of CRPs, but hesitant to deploy the practices.

If you've been wondering what's been going on with CRPs and new ways forward, this WIHI is for you.


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