Implementing Communication and Resolution Programs in Senior Living: Enhancing Transparency and Trust

Providing care in senior living communities is a deeply human and complex responsibility, where incidents and challenges are sometimes unavoidable. When problems in delivery of care occur, senior living operators and staff start making choices: ignore, respond defensively, or adopt communication and resolution program (CRP). CRPs involve a structured and principled process for quickly identifying problems in care and ensuring the response is compassionate, transparent, and accountable. With CMS’s recent emphasis on patient safety measures, including requirements for CRP adoption in healthcare settings, senior living operators can expect that requirements to use the CRP approach is likely in the future.

While CRP may be appealing in theory, senior living executives may have questions and concerns about its use in their environment. In this presentation, industry and CRP experts will discuss how to adapt the CRP model to the senior living environment and learn from an operator about the real-world benefits from the successful implementation of CRP in their senior living communities. This session will place emphasis on one element of the CRP model that is effective communication with residents and families in the aftermath of harm events.