Over the past decade, there has been a dramatic shift in conflict management in healthcare, especially how organizations confront medical errors after an adverse outcome. Unfortunately the traditional approach has led to limited communication between the healthcare providers and patient’s family members. However, given the overwhelming success that many organizations have documented with disclosure, apology, and offer programs, it has become evident that Communication & Resolution is not only the morally right thing to do; it is also the right thing to do financially.

The Sullivan Group partnered with Sorry Works! in 2013 to provide healthcare organizations with a scalable solution to ensure their clinicians are trained to empathize without admitting fault.

The RSQ® Solutions - Communication & Resolution Program empowers healthcare organizations by providing real-time tools and the advanced training resources needed to successfully implement a Communication & Resolution program.

Unlike other approaches that rely heavily upon a top-down strategy, the RSQ® Solutions - Communication & Resolution Program offers a scalable alternative to ensure all healthcare personnel have been appropriately trained in empathy and disclosure through a comprehensive approach.

  • RSQ® Leadership Training
  • RSQ® Education
  • RSQ® Webinar Forum

Each component of the Program provides significant value in establishing and sustaining a positive change in culture throughout the organization that leads to reduced liability costs.

RSQ® Leadership Training

Organizations will benefit from hands-on training provided by nationally recognized expert Doug Wojcieszak, founder of Sorry Works! During the one-day training seminar, administrative and clinical leadership will gain a thorough understanding of the key principles and strategies to successfully implement their program, including:

  • Introduction to the Communication and Resolution Movement
  • Case Discussions
  • Role Play Scenarios
  • Tips for Success from Across the Country
  • Question & Answer Session

RSQ® Education Communication & Resolution

After completing the Communication & Resolution: Fundamentals course, all clinicians will have a solid foundation of knowledge pertaining to empathy and disclosure. This course explores case-based scenarios, provides video commentary, and reinforces key teaching points through a best practices checklist.

In the unfortunate scenario when an adverse event has occurred, all clinicians and leadership will have access to the Communication & Resolution: Just-in-Time course. This short, 12-minute video gives everyone the opportunity to re-educate themselves so they are prepared to communicate the appropriate narrative when delivering bad news to a family member.

RSQ® Webinar Forum

All clients will have the opportunity to join Doug Wojcieszak on a quarterly webinar to maintain their engagement with the communication and resolution community. During these events, clients will benefit from the sharing of success stories or common challenges with communication and resolution efforts throughout the country.

What our clients are saying

In deciding whether to implement The Sullivan Group’s clinical decision support into our Emergency Department electronic record, we decided to test the validity of the system prior to purchase, by taking three events that resulted in significant patient harm, followed by expensive litigation, and enter them into the system as if they were new patients presented to the ED. In all 3 scenarios, we felt the critical alerts that were triggered and the clinical prompts that were provided would have prevented the errors that led to the negative outcomes.

Linda McWilliams,Director of Risk Management and Claims
Sacred Heart Health System

We couldn’t be more pleased with our relationship with The Sullivan Group. Their risk education has been a hit with our practitioners and combined with the clinical risk assessment tool, we have been able to provide a comprehensive and very focused loss prevention program for our EDs. Now with a decade of claims data across 160 facilities, the data show a strong correlation between success in the program and our approximately 60% reduction in claims frequency.

Joseph Haase,CPHRM President, Health Care Indemnity