PS 105: Responding to Adverse Events*
Please note: This course was updated and retitled on August 15. Its previous title was PS 105: Communicating with Patients after Adverse Events. Learners who completed Communicating with Patients after Adverse Events will retain credit for completing this course.

In this course, we're going to describe and advocate a patient-centered approach to use when things go wrong. This approach to adverse events and medical error centers on the needs of the patient, but it is also the best way to address the needs of a caregiver in the wake of an adverse event. Finally, it will introduce a systematic response to error called root cause analysis (RCA), the goal of which is to learn from adverse events and prevent them from happening in the future.

*This course is required for the Basic Certificate in Quality and Safety.
Estimated Time of Completion: 1 hour 45 minutes
Type of Activity: Knowledge
Release Date: 8/4/2010
Last Update Date: 8/15/2016
User RatingUser RatingUser RatingUser RatingUser Rating(33486)   View user comments   
Course Objectives
After completing this course, you will be able to:
1. Describe four steps to take in the immediate aftermath of an adverse event.
2. Explain when you should apologize to a patient and how to apologize effectively.
3. Discuss the impact of adverse events on providers.
4. Explain how you can use RCA to address system problems in health care.
Contributors
Author(s):
Frank Federico, RPh, Vice President, Senior Expert Patient Safety, Institute for Healthcare Improvement View Profile
Allan Frankel, MD, Patient Safety and Reliability Expert, Safe and Reliable Healthcare View Profile
Samuel Huber, MD, Associate CMO for Patient Safety and Quality, Rochester Regional Health System View Profile
Greg Ogrinc, MD, Physician, White River Junction VA Medical Center View Profile
Editor(s):
Laura Fink, Senior Managing Editor, Institute for Healthcare Improvement View Profile
Reviewer(s):
Barbara Edson, RN, MBA, MHA, VP, Clinical Quality, Health Research & Educational Trust (HRET) View Profile
Lucian Leape, MD, Adjunct Professor of Health Policy, Harvard School of Public Health View Profile
Wendy Madigosky, MD, MSPH, Director, Foundations of Doctoring Curriculum, University of Colorado Anchutz Medical Center View Profile
Liam Shields, Staff Nurse/ Early Clinical Career Fellow, University of Dundee View Profile
Continuing Education
ABIM US Physician CME/MOC 1.75 Credit hours UPN# 200754593
Certified Professionals in Healthcare Quality 1.75 Credit hours
General Attendance 1.75 Credit hours
International General 1.75 Credit hours
Nursing Contact Hours 1.75 Credit hours
Pharmacist CPE 1.75 Credit hours UPN# 0822-0000-16-063-H05-P
US Physician CME 1.75 Credit hours

In support of improving patient care, the Institute for Healthcare Improvement is accredited by the American Nurses Credentialing Center (ANCC), the Accreditation Council for Pharmacy Education (ACPE), and the Accreditation Council for Continuing Medical Education (ACCME), to provide continuing education for the healthcare team.

This activity has been approved by the National Association for Healthcare Quality for CPHQ CE credit.
Requirements
You must be a registered IHI.org user to take this course.
You must complete all the lessons within this course and achieve a minimum score of 75% in order to receive credit for the course.