Your patient needs open and honest communication after an adverse outcome. Copic’s 3Rs Program (Recognize, Respond, and Resolve) provides a thoughtful approach to talking with patients about what happened and most importantly—how we can make it better. We can’t change the outcome, but we can support your patient by using the 3Rs Program’s proven framework to address the physical, emotional, and financial needs of a patient.
3Rs is about helping you and your patient—and beyond. It also identifies patient safety lessons learned, which are then shared to improve outcomes and overall patient care. Our newsletters, website, and online resources highlight the takeaways from this program about patient safety.
The 3Rs Program was established in the early 2000s and has become an integral part of Copic’s approach to early communication and resolution. Experienced nurses manage the program with a focus on guiding medical providers through discussing the incident with patients and the process of reimbursement for out-of-pocket medical expenses and extended recovery time.
This is a very useful program—I felt the parents and patient got a good resolution and there was no adversarial situation. Thank you for your assistance.
This program was truly an answer to prayers—we didn’t know how to resolve our problem until this was suggested. The 3Rs Program saved us from costly legal fees and allowed our daughter to have revision surgery. We really could see no negatives in using 3Rs.
Disclosure conversations are extremely important and can greatly influence how a patient and their family respond to an unanticipated outcome. These conversations can be difficult, and that’s why Copic offers support through our 3Rs Program. Our nurse specialists and physicians are trained in early intervention to provide expert guidance in managing the disclosure process and evaluate if an incident can be handled through the 3Rs Program.
Hear what our physician managers have to say about utilizing the 3Rs Program and the goals it was designed around.
If you experience an adverse outcome, be sure to report it to Copic immediately by calling 720.858.6395 during business hours (Monday-Friday, 8am–5pm, Mountain Time). As part of our reporting process, we will evaluate the situation and determine if it is appropriate to utilize the 3Rs Program and then let you know.Â
Please note that you should not mention the 3Rs Program unless a Copic representative informs you to do so. The 3Rs Program must be initiated by a Copic insured and cannot be considered based on a patient request. In addition, state regulations and legal environments may limit the scope of availability of the 3Rs Program.
The 3Rs Program is a voluntary program for all of the parties: Copic, the insured, and the patient. Not all incidents are eligible for it, and once you report an incident, we will determine if it is a good fit for the 3Rs Program, that there are no exclusions, and then assist you through next steps of offering the program to your patient.
Working closely with our insureds, Copic helps manage the communication between medical providers and patients, and reimburses out-of-pocket medical expenses and extended recovery related to additional care and treatment that was needed after an unanticipated outcome.
The 3Rs Program is built around the idea that honest, open communication and a commitment to correction are at the core of patients’ expectations following an unexpected medical outcome. In our experience, when you focus on this type of communication, it helps to address the anger and frustration that can lead to a claim or lawsuit. Throughout the process, Copic draws upon decades of experience to facilitate communication between the provider and patient, and ensure that both sides have a clear understanding of the role of the program and its focus on preserving the provider-patient relationship.
Contact our 3Rs team.
