Hospital-based program that facilitates open and honest communication with patients and their families after a medical error. The CANDOR (Communication and Optimal Resolution) toolkit developed by the Agency for Healthcare Research and Quality (AHRQ) is a prominent example.
Deeper Dive
Communication and resolution programs have been shown to lead to organizational learning and reduced medical liability costs. After years of research and testing, AHRQ launched CANDOR in 2016 as a patient-focused alternative to the traditional “deny-and-defend” approach that many hospitals use in the aftermath of adverse events. CANDOR includes processes for harm identification, disclosure, investigation and analysis, resolution and remediation, and caregiver support.
However, uptake has not been universal. Communication and resolution programs require a shift in medical culture and modified expectations among injured patients and their families, who may expect big payouts. Another barrier is a scarcity of state “apology laws” that shield clinicians and health institutions from legal penalties if they openly discuss adverse events with patients and families. As of 2024, Colorado, Iowa, Minnesota and Utah have passed laws to make it easier for hospitals to use CANDOR.