Communicate
The care team addresses immediate needs, shares known information, listens to concerns and identifies a contact for updates.
Guidance for patients and families
What to expect after unexpected medical harm
A communication-and-resolution approach can help you receive timely information, ask questions, understand a review and discuss appropriate support or resolution.
You can ask for clear explanations, regular updates and time to consider important decisions.
Patient resources
Find the information you need
Begin with common questions, clarify unfamiliar language or review information about seeking independent legal guidance.
Understanding the approach
Communication, review and resolution
A structured communication-and-resolution process is intended for patients who experience unexpected harm during medical care. The process focuses on sharing available information, listening to the patient and family, investigating what occurred and explaining the findings.
If a review concludes that care contributed to preventable harm, the organization may discuss an apology, practical support, corrective action and, where appropriate, financial resolution. If the review concludes that the outcome was not preventable or did not result from an error, those findings should also be explained clearly.
Your immediate health comes first. Ask how the event affects your current care, what follow-up is needed and whom to contact with urgent clinical questions. Do not change medication or treatment without consulting a qualified clinician.
Why use a structured process?
Unexpected outcomes can leave patients and families with unanswered questions. A prompt, organized response may make it easier to understand what happened while helping the care organization identify changes that could reduce the risk of recurrence.
This process does not remove your right to seek independent advice. Consider consulting a qualified attorney before meetings involving a waiver, release or proposed financial resolution.
How the process works
A practical path through the response
Details vary by organization and circumstances, but these four stages describe the core process.
Investigate
The organization preserves relevant information and reviews the event, contributing factors and care provided.
Explain
The patient or family receives a clear account of the findings, including what remains uncertain and what happens next.
Respond
The organization discusses safety improvements and any appropriate apology, support or resolution based on the review.
What should be included
Standards for a constructive response
Clear, timely information
You should receive understandable updates about what is known, what is being reviewed and when further communication is expected.
Respectful listening
The process should give you and your family a meaningful opportunity to describe concerns, ask questions and identify support needs.
Careful review and learning
The organization should examine relevant circumstances and turn credible findings into actions intended to improve patient safety.
Appropriate resolution
When the findings support it, the response may include an apology, practical assistance and a discussion of fair financial resolution.
Detailed patient guide
Review the process at your own pace
Open the patient document for additional background about communication, investigation and follow-up after medical injury.
Open the patient guideLooking for an organization contact?
The institutions page provides the site's available route for finding participating organizations and relevant contact information.
View institutionsFrequently asked questions
Questions patients often ask
What should happen first after an unexpected injury?
Immediate medical needs should be addressed first. Ask what is known, what follow-up care is recommended and who will serve as your point of contact during the review.
Can I bring someone to a meeting?
You may ask to bring a trusted family member, support person or adviser. For a meeting involving a financial offer or legal release, consider obtaining independent legal advice.
How long does a review take?
Timing varies with the complexity of the event. Ask for an expected schedule, regular progress updates and notice if the review will take longer than anticipated.
What information should I keep?
Keep a chronology, care records, medication details, names or roles of contacts, your questions and copies of written communications. Store these materials securely.
Does an unexpected outcome always mean an error occurred?
No. Some complications occur even when appropriate care is delivered. A careful review should distinguish preventable harm from an outcome that was not reasonably preventable.
Does this process replace legal advice?
No. This site offers general educational information. An independent attorney can explain rights, deadlines and the effect of any proposed agreement based on your circumstances.
Where can I learn unfamiliar terms?
Use the patient glossary for plain-language explanations of common clinical, safety and resolution terminology.
Browse all patient FAQs and resources · Open the glossary
General information only: Macrm Injury does not provide medical or legal advice. For urgent health concerns, contact an appropriate healthcare professional or emergency service. For case-specific legal questions, consult a qualified attorney.
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