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NEW! Coaching Support for the Respectful Management of Unanticipated Outcomes
CHI Coaching is offered to Healthcare Professionals involved in Unanticipated Outcomes (UO) by providing respectful management, guidance and support when UOs occur. Coaching in either planned or ‘real-time’ sessions begins with preparing for the disclosure conversation and continues with how to have respectful, compassionate and effective communication with providers, patients and families upset over unanticipated outcomes and medical errors.

Description: CHI believes that when an unanticipated outcome occurs, healthcare providers want to reach out to patients and their families and may not know what to do or say, and more importantly, when, where and how to communicate with patients and their families. In addition to offering prescheduled one-on-one coaching sessions, real-time coaching gently guides the individual in respectfully managing an adverse event. Each coaching session is customized to the needs of the individual and ranges from assistance in understanding how to appropriately disclose facts as they are known, the role of apology, and the importance of establish and/or rebuilding trust.

Contact us at 703-578-0570 or at info@chi-resolutions.com for rates and specifics.

CHI is pleased to announce that we have been awarded a five-year contract to provide conflict management services for the U.S. Department of the Interior through its Office of Collaborative Action and Dispute Resolution (CADR). CHI will support DOI’s integrated conflict management system, CORE PLUS, by providing experienced conflict management professionals for all types of workplace conflict - facilitators, mediators, trainers, ombuds, and executive and conflict coaches - as well as professional support for Strategic Planning, Organizational Development and Change Management efforts throughout the Department, its Bureaus and Offices. CHI is proud to continue our strong relationship with DOI and CADR that has been a mutually rewarding one since 2002. We look forward to being a collaborative partner with DOI/CADR in the coming years, as CORE PLUS matures into a sterling example of a federal workplace integrated conflict management system.

CHI is pleased to announce that Drexel University College of Medicine has selected CHI as their new provider of Mediation and Ombuds Services for patient-provider concerns. We are delighted to partner with Drexel Med as they have been an outstanding leader in Healthcare Mediation since 2004. For more information about Drexel Med's Mediation Program, see www.drexelmed.edu/mediation.

We welcome your attendance at our publicly sponsored seminars, held in the U.S. and Europe. See contact information for each privately sponsored engagement.

Upcoming Training

CHI fall Training

Healing Conversations: Conflict Management Skills for the Healthcare Professional
Date: September 26-30, 2011
Location: Washington DC Metro Area
Tuition: $1995

This comprehensive skills building course is designed for Health Care Professionals who are involved in the management of conflict across the healthcare spectrum - from dealing with patients and families upset over unexpected adverse outcomes and medical errors to handling challenging staff, peer, and intra-group disputes. This course provides the clinical “how to” for the respectful management of adverse events. Through presentations, simulations, and experiential practice, participants will deepen their understanding about the underlying causes of conflict, and learn how to successfully resolve conflicts within their own organizations. Participants will also learn the latest concepts in conflict management (such as emotional competence, the role of apologies, coaching techniques, assisting with disclosure conversations, and rebuilding trust) and how they are being applied in a healthcare setting. An overview of recent developments in the field, such as the use of Ombuds/Mediators, will also be integrated into the course.

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Past Training

CHI spring Training

Healing Conversations Part I: Conflict Management Skills for HealthCare Professionals
Sponsored by RCM&D
Date: March 9-11, 2011
Location: Towson, Maryland

Healing Conversations Part II: The Art of Facilitating Compassionate Conversations
Sponsored by RCM&D
Date: March 24-25, 2011
Location: Towson, Maryland

Other Trainings Offered:

  • Designing an Early Resolution Program for your Hospital
  • Negotiation Skills for Risk Managers
  • Disclosing Unanticipated Adverse Outcomes

Healing Conversations: Conflict Management Skills for HealthCare Professionals
Cleveland Clinic Foundation
Date: January 26 – 30, 2009
Location: Cleveland Clinic
Cleveland, Ohio

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Past Speaking Engagements

Apology, Settlement and Systems Design: Learning from Medical Mistake Cases
University of Oregon School of Law Symposium
Location: Portland, Oregon
Date: April 1, 2011

Every Hospital Should Have (at least ) One: Moving Healthcare Ombuds to the Tipping Point
International Association of Ombuds Annual Conference
Location: Portland, Oregon
Date: April 6, 2011

Compassionate Conversations and the Role of the Ombuds
California Patient Relations Association Annual Conference
Date: Feb 8-10, 2010
Location: San Francisco, CA

Healing Conversations: Coaching Physicians through Disclosure
Maryland Society of Healthcare Risk Managers (MD-SHRM)
Fall Meeting
Date: September 10, 2009
Location: Columbia, Maryland

The Medical Ombuds/Mediator
WHO/China Study tour on Alternative Medical Dispute Resolution
Date: December 9, 2008
Location: Pan American Health Organization / World Health Organization
Washington, DC

Conflict Competence in Healthcare:
The Foundation of Patient Safety
National Perinatal Association Annual Meeting
Date: November 19, 2008
Location: Loma Linda, California

Recognition and Management of Medical Errors in Oncology:
A Systems Approach to Dealing with Errors in Medicine – The Medicom as an Alternative to Litigation
ASCO Annual Meeting
Date: June 1, 2008
Location: Chicago, Illinois

An Intentional Conversation about Conflict Resolution in Healthcare
Date: Nov 8-10, 2007
Location: Hamline University School of Law, St. Paul MN

The Art and Science of Successful Negotiation: From the Bedside to the Business Manager
Early Resolution of Unexpected Adverse Outcomes: Implementing Best Practice Concepts
Neonatal Advanced Practice Nursing Forum 2007
Date: May 30-31, 2007
Location: Washington, DC

Innovations in Healthcare Conflict Resolution
Georgetown University MA Program in Conflict Resolution
Date: January 2007
Location: Washington, DC

Designing Conflict Management Systems
Pepperdine University School of Law Straus Institute for Dispute Resolution
Date: July 2006
Location: Malibu CA

Annual Dinner Keynote Speaker
Maryland Society for Health Care Risk Management
Date: June 7, 2006
Location: Colombia, MA

The Crystal Ball, Charting a New Course for Organizational Ombuds
International Association of Ombuds Annual Conference
Date: April 3, 2006
Location: San Diego, CA

Getting the Benefit of Mediation and the Role of the Organizational Ombudsperson
Beyond the New Medical Malpractice Legislation Conference
Center for Dispute Resolution
Date: October 28, 2005
Location: Univ of Maryland School of Law, Baltimore, MD

New Approaches to Adverse Outcomes
Maryland Medical Convention
Date: October 15, 2005
Location: Chesapeake Bay Resort, Cambridge, MD

Changing Health Policy at the State and National Level
Association for Conflict Resolution
Date: October 1, 2005
Location: Hilton Minneapolis, Minneapolis, MN

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Recent Publications

Advocacy in Health Care: A Sample of State and Private Systems, Clark, K. Copyright 2010 by ABA, Dispute Resolution Magazine, Vol 16, No 3 (Spring 2010).
Download PDF [82 Kb]

Beyond Apology to Early Non-Judicial Resolution: The MedicOm Program as a Patient Safety-Focused Alternative to Malpractice Litigation by Carole S. Houk & Lauren M. Edelstein, 29 (2) Hamline Journal of Law and Public Policy, Fall 2007 Symposium on Advanced Issues in Dispute Resolution 411-422 (2008).
Download PDF [60 Kb]

Apology and Disclosure: How a Medical Ombuds Can Bring a Policy to Life by Carole S. Houk, Leigh Ana Amerson, Lauren M. Edelstein, Patient Safety and Quality Healthcare, May/June 2008.
View Article
Download PDF [260 Kb]

Conflict Management from the Heart: A Day in the Life of a Medical Ombuds/Mediator by Carole S. Houk, Leigh Ana Amerson, Patient Safety and Quality Healthcare, March/April 2008.
View Article
Download PDF [216 Kb]

Into the Wild Blue Yonder by Deborah Katz and Carole Houk, ACResolution, Volume 6, Issue 4, Fall/Winter 2007.

Houk C et. al., Communicating About Episodes of Harm to Patients, in Achieving Safe and Reliable HealthCare: Strategies and Solutions, by Leonard, Frankel and Simmonds, Health Administration Press, 2004.

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Articles about The Medical Ombudsman/Mediators Program

Hospitals With Unexpected Outcomes Explore Alternatives to "Deny and Defend", BNA's Health Law Reporter, Vol. 14, No. 5, pp. 143-144 (Feb. 3, 2005). Copyright 2005 by The Bureau of National Affairs, Inc. (800-372-1033). www.bna.com
Download PDF [210 Kb]

The Art of the Apology, Workforce Management, Vol. 83, No. 10, pp. 57-62 (October 2004). www.workforce.com

Case in Brief: Innovation in Resolution, 2004 Update on Managing Health Care Malpractice Costs, Future Finance Brief, The Advisory Board, p. 25 (Feb 2004).

Integrated Conflict Management Systems in Health Care: A Practical Innovation Whose Time Has Come, Houk, C. and Moidel, B., ACResolution, Volume 2, Issue 3, (Spring 2003).
Download PDF [62 Kb]

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Articles about Integrated Conflict Management Systems

Why Programs Are No Longer Enough: An Interview on Collaborating at the U.S. TSA, an Interview of Deborah Katz by Judith Cohen, Alternatives, International Institute for Conflict Prevention and Resolution, Vol 27, Nos. 5 & 6 (May/June 2009).
Download PDF - June 2009 [292 Kb]
Download PDF - May 2009 [404 Kb]

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Related Links

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