Volume 51 | Number S3 | December 2016

Abstract List

Michelle M. Mello, Yelena Greenberg M.A., Susan K. Senecal R.N., M.B.A., Janet S. Cohn J.D.


To determine case outcomes in a communication‐and‐resolution program () implemented to respond to adverse events in general surgery.

Study Setting

Five acute‐care hospitals in New York City.

Study Design

Following implementation, hospitals recorded information about each event for 22 months.

Data Collection Methods

Risk managers prospectively collected data in collaboration with representatives from the hospital's insurer. External researchers administered an online satisfaction survey to clinicians involved in events.

Principal Findings

Among 125 cases, disclosure conversations were carried out in 92 percent, explanations were conveyed in 88 percent, and apologies were offered in 72.8 percent. Three quarters of events did not involve substandard care. Compensation offers beyond bill waivers were deemed appropriate in 9 of 30 of cases in which substandard care caused harm and communicated in six such cases. In 44 percent of cases, hospitals identified steps that could be taken to improve safety. Clinicians had low awareness of the workings of the , but high satisfaction with their experiences.


The bulk of s' work is in investigating and communicating about events not caused by substandard care. These s were quite successful in handling such events, but less consistent in offering compensation in cases involving substandard care.