Transparent Health Consulting

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CANDOR: Communication AND Optimal Resolution

In partnership with the Agency for Healthcare Research and Quality (AHRQ) and the Health Research and Education Trust [HRET] of the American Hospital Association, subject matter experts worked to create a toolkit that provides resources to organizations to assist them in implementing best practices around the prevention and response to patient harm. This project has been labeled the Communication and Optimal Resolution Project; aka CANDOR.

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Because our MIQS faculty were intimately involved in the development and dissemination of the AHRQ CANDOR Toolkit, we have been asked by a number of health systems across the country and around the world, to share our approach to implementing the tenets that support a CANDOR approach to patient harm. Our training consists of dynamic workshops and consulting on the following, and we have now worked with a number of clients, tailoring our approach to meet the needs of each individual organization.

Board and Leadership Engagement Meetings


One-on-one or your entire Board! Bring everyone to the table, or let us share success stories one-by-one. This work takes Courage! Is your Board engaged? Is Leadership ready to be transparent?

Grand Rounds Presentation


No matter the size of your department, we’ll get your teams big and small as excited as we are about CANDOR! Contact us today, and start the conversation.

Organization Readiness & Needs Assessments


This is it! Change happens when you know what it is that needs to be changed. Using our uniquely crafted assessment tool, you’ll know where are you, and where you need to go.

Communication Workshops & Training


Communication is the number one cause of patient harm, and our number one priority. How we communicate with each other, and how we communicate with our patients are pivotal in preventing harm. This is a three step process, with sessions and training designed to match your needs. We’ll perform a 1) Communication Assessment and then design 2) Your Training from there. By the end of this learning, you will be able to 3) Operationalize Communication Training at your own health system, including the creation of both a: Communication Consult and Coaching Service and Care for the Caregiver Program.


"CANDOR is a good interface with our "Keep Me Safe" Training. We want to add CANDOR to that because it will help us manage our Serious Safety Events. In the past we've mainly done disclosure, which comes pretty late in the sequence...CANDOR is different, CANDOR seems to be the way we want to be in the future. You want to get in early in the process, recognize we may have harmed someone and disclose it to the family, and bring the family along in our journey to find a safer's definitely a culture change."

Dr. Patel, MD VP Medical Affairs, Quality & Safety Dignity Health East Valley

"CANDOR benefits patients and families because they can learn early on when something unexpected occurs to find out what we're doing and what they know can contribute to the event review...It's absolutely the right thing to do; when something doesn't go well in healthcare we have to figure it out. We can't wait. We want to do what's right for the patient at the time of the event."

Barbara Pelletreau, SVP, Patient Safety Dignity Health

"It's so critical to talk about an event after it occurs. We know errors happen in healthcare but we're still not quite sure how to address them. What's really important is to work out that open communication that we know patients and providers want...How do we talk about it afterwards? That's where CANDOR really comes in because we're able to talk with patients and families openly, and with our provider too who are very impacted by these outcomes as well."

Gia DeMichele, Program Manager, Culture of Safety, Dignity Health

"CANDOR is the best thing we can do for our patients. They trust us to do the right thing, and we don't want to break that trust. The only way you can do that is to be open, honest and transparent. CANDOR is exactly that."

Dr. Patel, MD VP Medical Affairs, Quality & Safety Dignity Health East Valley

"CANDOR is really a way for Dignity Health to take some of the basics--root cause analysis, event investigation, disclosure, across 40 hospitals to higher level that's more patient- and clinician-centric. It aligns with our values, our mission and who we are."

Barbara Pelletreau, SVP, Patient Safety Dignity Health

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