New CMS Rule to Require Disclosure & Apology Programs

The Center for Medicare and Medicaid Services (CMS) has issued a new rule effective October 1, 2024 that states hospitals must show evidence of implementation of disclosure and apology programs, also known as CANDOR or communication and resolution programs.  The CMS ruling states, "On August 28, 2024, the U.S. Centers for Medicare & Medicaid Services (CMS) will publish a new regulation that requires hospital leaders to attest to their efforts to promote transparency and accountability around medical errors. The regulation is part of the CANDOR system, which allows hospital staff to report patient safety concerns, near misses, and other issues to a Patient Safety Organization (PSO). The PSOs are listed by the Agency for Healthcare Research and Quality (AHRQ). The regulation will also require hospitals to track and report patient safety metrics to all staff and make them available for public review by patients, families, and visitors."

Follow this link to see a press release. 

Obviously, this is a big deal.  We have known about the efficacy of disclosure and apology strategies post-event for a long time.  The data and peer-reviewed literature are in our favor.  More importantly, disclosure is just common sense.  Yet, implementation of disclosure programs has not happened fast enough because of, well, excuses.  There can be no more excuses.  Disclosure now has to be a priority for healthcare organizations.  

I still believe the most critical piece of any disclosure effort is training front-line clinical staff on how to stay connected post-event with patients and families.  Doctors and nurses need to know how to empathize, including saying "sorry" and answer questions without prematurely admitting fault.  At Sorry Works!, we have developed online training modules for physicians, nurses, and other healthcare professionals. If you have questions or need additional information, please feel free to call/text 618-559-8168 or email doug@sorryworks.net. 

Let's get to work!

Sincerely,

- Doug

Doug Wojcieszak, Founder
Sorry Works!
618-559-8168
doug@sorryworks.net