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After much discussion and consideration, the ACHE Board of Governors and leadership team have decided to cancel the 2020 Congress on Healthcare Leadership due to the need for leaders and healthcare organizations to manage their responses to coronavirus (COVID-19) within their communities. Learn more at

54 – Responding to Patient Harm: The Case for CANDOR

Tuesday, March 24th

About the Session

This session will be held at the Swissôtel Chicago; includes a 15-minute break.

During this interactive and highly experiential seminar, you will learn about the evolution of a CANDOR approach to the response to patient harm. You will also have the opportunity to increase or test skills associated with CANDOR, including empathic and honest communication after patient harm occurs. The faculty also will discuss issues surrounding the emotional angst for members of the care team. Experiential learning will involve group and individual exercises practicing these communication objectives. You will use actual de-identified cases of medical harm to work through all the processes associated with the principled approach to patient harm. This will include event reporting, system activation, immediate and ongoing communication with patients, families, loved ones and the care team, event review, and resolution, which evidence shows lower claims and liability costs.

Learning Objectives:

  • Understand the CANDOR comprehensive, principled and systematic approach to harm from event through resolution.
  • Recognize the interconnectedness of all the domains of response to harm and employ empathic communication skills.


Presented By

Timothy McDonald

Center for Open and Honest Communication

Martin J. Hatlie, JD

MedStar Institute for Quality and Safety

Barbara Pelletreau, RN

Patient Safety Officer
CommonSpirit Health

Jack Gentry

Patient Advocate
MedStar Health

Teresa Gentry

Patient Advocate
MedStar Health