What is the REACT Program and how does it work?
REACT (Respond Effectively And Communicate Timely) is a program designed to address the needs of policyholders and their patients after an adverse event has taken place. The Program offers participating healthcare providers the means whereby they can respond effectively in a timely fashion to the needs of their patients, thus contributing to the continuation of the treatment relationship.

We understand that even when healthcare providers give their patients appropriate treatment and everything is done right, an adverse event may nonetheless result. In the aftermath of such an event, patients want answers to their questions and may be confused about their medical care. Patients want and expect honesty and compassion from their healthcare providers. They also want to know that their treatment needs will continue to be met and that the adverse event will not happen again.

We also understand that adverse events can be equally upsetting for healthcare providers. You want to be proactive, and express both care and concern for your patients, but you’re unsure about how to best respond. How should you disclose the event to the patient? How much or how little should you say? Should you apologize? To help address your questions and to facilitate your dialogue with the patient, Coverys has developed the REACT Program. We can offer you guidance on how to best alleviate patient anxiety through the disclosure and apology process. Moreover, after the apology, if the event meets the appropriate criteria, we will advise you to tell your patient to directly contact the REACT Program Administrator. In these instances, we may be able to offer financial assistance to your patient to help them defray some of the out-of-pocket expenses related to their adverse event. A payment made by Coverys under the REACT Program does not reflect an assessment of whether there has been a departure from the standard of care.

Why is Coverys making this Program available?
This Program is consistent with Coverys’ longstanding recommendation that whenever a patient experiences an adverse outcome as the result of a treatment, therapy, medication or surgery, the practitioner should offer full disclosure. Moreover, Coverys recommends that, when appropriate, an apology should be proffered to the patient/and or family.

Through the REACT Program, Coverys is offering you additional resources to better enable you to meet your patients needs following an adverse event—this includes financial assistance to help your patients defray some of the expenses that may result from an adverse event.

The goals of the REACT Program are:

• To encourage empathy and effectuate communication between healthcare providers and their patients;
• To advise healthcare providers concerning disclosure, and apology, if appropriate;
• To support the continuation of the healthcare provider-patient relationship;
• To help address patient needs following an adverse event;
• To reduce the need for litigation.

Coverys will also work with the healthcare provider in addressing any changes that may need to be implemented in his/her practice to help prevent reoccurrence of the medical injury or complication.

Who is eligible for the REACT Program?
The REACT Program is open to policyholders in CT, DE, MA, MD, ME, NC, NH, VA and VT including hospitals and facilities. However, it is not available to dentists. Policyholders may take part in the REACT Program by submitting a completed Enrollment Form to Coverys.

What types of expenses are eligible for reimbursement by the Program?
Patients experiencing an adverse event as the result of care rendered by a Program participant may be eligible for reimbursement of up to $5,000 for loss of time and up to a maximum of $25,000 for out-of-pocket medical expenses. 

Reimbursements made under the Program for out-of-pocket expenses related to the adverse event are payable only to the extent that they are not covered by the patient’s health insurance coverage or other applicable plans. Any reimbursement made by Coverys under the REACT Program does not reflect an assessment of whether there has been a departure from the standard of care.

Because patients may also be unable to participate in their normal daily routine as the result of an adverse event, the REACT Program may recognize their loss of time by offering them payments of $100 per day, for up to 50 days, regardless of employment status.

To participate in the REACT Program, do I need to be insured with Coverys at the time I report an adverse event?
For a healthcare provider to participate in the REACT Program they must have a policy in effect with Coverys in CT, DE, MA, MD, ME, NC, NH, VA and VT. For policyholders with claims made policies, the REACT event must have occurred on or after the retroactive date and must have been reported to Coverys during the policy term. For policyholders with occurrence policies, the REACT event must have occurred during the policy term.
 
Will Coverys be charging policyholders additional premium or fees for enrolling in and taking part in the REACT Program?
No additional premium or fees will be charged for enrolling in and taking part in the REACT program.

How do I participate in the Program?
To participate in the Program, you should review the REACT brochure and enrollment packet and submit a completed Enrollment Form to the REACT Program Administrator.

You should also complete REACT’s Disclosure and Apology Education Course. For more information on participating in the Program call the REACT Program Administrator.

Who do I contact at Coverys to participate in the REACT Program?
Please contact the REACT Program Administrator at 800.225.6168 or email at REACT@coverys.com.

What should I do if I am involved in an adverse event involving one of my patients?
If one of your patients experiences an adverse event you should remain focused on addressing their clinical needs, then contact the REACT Program Administrator immediately.

What kind of event qualifies under the Program?
To qualify for the REACT Program, your patient must have experienced an adverse event. For purposes of this Program, we define an adverse event as a harm resulting from the process of medical care rather than from the patient’s underlying disease. An adverse event is not necessarily the result of a medical error or a departure from the standard of care.

Some kinds of adverse events can be effectively and appropriately addressed through the REACT Program. For an event to qualify for REACT it must be reported in a timely manner by the insured to the Program Administrator. Because discussions with a patient are most effective when conducted soon after an adverse event, you should contact the REACT Program Administrator within 48 hours of recognition that an adverse event has taken place.

Because not every adverse event is equally suitable for the REACT Program, Coverys has the sole discretion to determine whether an adverse event may be addressed by the REACT Program.

If you have any questions about whether an event might qualify for the REACT Program contact the REACT Program Administrator.

Why do we ask insureds to also report REACT events to the Claims Department?
All adverse events must be reported in a timely manner to the Claims Department* to protect you, in the event a claim is later filed.

*Medical Professional Mutual Insurance Company (“ProMutual”) and ProSelect Insurance Company (“ProSelect”) are member companies of Coverys.

If I participate in the Program will I be forced to make a disclosure or apology?
At no time will any participant in the Program ever be forced to make a disclosure or apology. While we strongly believe in the merits and benefits of disclosure and apology, we also understand that given specific facts and circumstances it may not always be appropriate.

What should I do if I am unsure about the cause of the adverse event?
If you are unsure about the cause of an unanticipated outcome, and the patient or a family member demands an explanation or apology, you should show empathy regarding their situation, but you should not speculate as to the cause of the outcome. In this case, it is appropriate to reply, “I don’t know why this happened, but I will find out.” For specific questions on how to respond to an adverse event, please contact the REACT Program Administrator.

How should I go about apologizing?
After an adverse event, you should remain available to the patient. After an unexpected outcome it’s important for the patient to know you will continue to meet their treatment needs. You should also express empathy and sympathy for the patient. However, you should not tell the patient about REACT before discussing the outcome with the REACT Program Administrator, nor should you make any promises on Coverys’ behalf with regard to payments.

As soon as possible you should contact the REACT Program Administrator for specific consultation on conducting the disclosure and apology conversation.

Should I notify the patient/family of the REACT Program or will the Program Administrator be making contact with them?
To determine whether the specific adverse event is eligible for the REACT Program you should first contact the REACT Program Administrator before discussing the Program with the patient and/or family.

After disclosing the adverse event and apologizing to the patient and/or family, you will advise them to contact the REACT Program Administrator who will collect information concerning their expenses and facilitate any payment of financial assistance.

*Medical Professional Mutual Insurance Company (“ProMutual”) and ProSelect Insurance Company (“ProSelect”) are member companies of Coverys.