Tackling the Tough Cases: Improving Safety, Trust, Equity, and Risk Through Communication and Resolution Programs

Event Schedule by Time Zone: 
Pacific: 10 AM to 11 AM | Mountain: 11 AM to 12 PM | Central: 12 PM to 1 PM | Eastern: 1 PM to 2 PM

In this webinar, "Tackling the Tough Cases: Improving Safety, Trust, Equity, and Risk through Communication and Resolution Programs," participants will explore the critical role of Communication and Resolution Programs (CRPs) in handling harm events and their impact on patient and family trust. Through expert insights, attendees will learn how highly reliable CRPs can preserve trust after a harm event, advance equity within their organizations, and strengthen safety practices. By the end of the session, participants will be equipped with actionable strategies and resources to develop and implement an evidence-based CRP that not only promotes trust and safety but also advances equity in health care settings.

Learning Objectives:

1. Identify how highly reliable CRPs preserve patient/family trust after a harm event.  
2. Explain how CRPs can advance equity at your organization.
3. List strategies organizations can use at their organization to strengthen the link between CRP and safety.

Speaker:

Thomas H. Gallagher, MD, MACP, is a general internist who is Professor in the Department of Medicine at the University of Washington, where he is Associate Chair for Patient Care Quality, Safety, and Value. Dr. Gallagher is also a Professor in the Department of Bioethics and Humanities and Executive Director of the Collaborative for Accountability and Improvement, an organization dedicated to advancing the spread of Communication and Resolution Programs (CRPs). Dr. Gallagher’s research addresses the interfaces between health care quality, communication, and transparency. In 2017, his work advancing CRPs was recognized with the receipt of the John M. Eisenberg Patient Safety and Quality Award for Individual Achievement, presented by the National Quality Forum and The Joint Commission.

Shannon Alexander, MBA, RN, CPHRM, is the Director of Patient Safety and Clinical Risk Management for Providence St. Joseph Health (PSJH). PSJH serves 51 acute care hospitals, over 1000 clinics and 37,000 nurses across 7 states. Shannon began her career as a CC nurse, followed by Nursing Administration and for the past 20+ years Shannon has been recognized as a leader in Risk Management. Shannon has pioneered the principles of early discussion and resolution to address adverse patient outcome management resulting in the resolution of hundreds of cases short of litigation. She has worked with the Oregon Patient Safety Commission as a contributing member for their Oregon Collaborative on Communication and Resolution Programs (Cohort one and two). She is a member of  ASHRM, OSHRM and a frequent guest speaker on various patient safety and risk related topics.

Leilani Schweitzer, is a Medical Harm Response Expert and co-founder of CommsCorps, helping health systems and insurers respond to medical harm with compassion, transparency and responsibility. She came to this work because of her son’s death after a series of medical errors. For 12 years she worked at Stanford Health Care, where her son died, collaborating with patients, their loved ones, clinicians and attorneys after harm events. Her lived experience, work at Stanford and hospitals around the US, has given her a unique view of challenges facing health care, including harm, disclosure and apologies. Leilani’s work has been discussed in the New York Times, Wall Street Journal, on CNN, the Ted Radio Hour and RadioLab podcasts. Her TedX talk has been viewed more than 240,000 times and is used in curricula around the world.

Member: $39.00
Non-Member: $99.00