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PSNet: Patient Safety Network
Journal Article
Commentary

Lessons learned from implementing a principled approach to resolution following patient harm.

Smith KM; Smith LL; Gentry JC; Mayer DB.

Appropriate response to patient and family concerns after health care–associated harm is important. This commentary describes a seven-element approach to resolving family and patient issues following harmful error incidents. Strategies include providing immediate support to patients and families, rethinking legal action, committing to making changes required to address problems, and developing a communication-and-resolution program community.