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, PA, SC, 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.