REACT® (Respond Effectively And Communicate Timely) is a program launched in 2008, designed to address the needs of Coverys policyholders and their patients after an adverse event has
taken place. The program offers assistance to participating healthcare providers, helping them respond promptly and effectively to the needs of their patients, thus contributing to the
continuation of the treatment relationship.
We understand that even when patients receive appropriate treatment from their healthcare providers and everything is done right, an adverse event may nonetheless result.
After these events, patients want answers to questions they have about their 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 may be upsetting for healthcare providers. You want to be proactive and express care and concern for your patients, but may be 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? The REACT Program was developed to help
address these questions, facilitate your conversations with patients and support both patient and provider needs.
Why does Coverys offer REACT?
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 healthcare provider should offer a full disclosure. Moreover, Coverys recommends that, when appropriate, an apology should be offered 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
Educate healthcare providers concerning disclosure and apology
Support the continuation of the healthcare provider-patient relationship
Address patient needs following an adverse event
Reduce the need for litigation
Coverys will also work with the healthcare provider to address any changes that may need to be implemented in his/her practice to
help prevent recurrence of the adverse event or complication.
Who is eligible for the REACT Program?
REACT is currently available to policyholders, including individual providers, hospitals and facilities, in the states of CT, DC, DE, GA, IA, ID, IN,
MA, MD, ME, MI, NC, ND, NE, NH, OH, OR, PA, SC, SD, VA, VT, WA and WI. The REACT Program is not available to dentists or to accounts covered by the FTCA (Federal Tort Claims Act).
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 who have experienced an adverse event may be eligible for reimbursement of up to $5,000 for loss of time and up to $25,000 for out-of-pocket expenses related to the medical event.
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, DC, DE, GA, IA, ID, IN, MA, MD, ME, MI, NC, ND, NE, NH, OH, OR, PA, SC, SD, VA, VT, WA and WI.
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.
Does Coverys charge policyholders additional premium 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 must submit a completed enrollment form to the REACT
Program Manager and you should also complete a disclosure and apology education course. Disclosure and apology course offerings are available through the Coverys Education
Who do I contact at Coverys to participate in the REACT Program? Please contact the REACT
Program Manager 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 Manager immediately.
What kind of event qualifies under the Program? To qualify for the REACT Program, your patient must have
experienced an adverse event. For the 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, and a payment made under the program does not reflect an assessment that there has been a departure from the standard of care.
Patients will not be asked to sign a settlement release as a condition to receiving reimbursement under the program.
Some kinds of adverse events are more effectively and appropriately addressed through the REACT Program. For an event to qualify for REACT there
must be timely reporting by the policyholder to the Program Manager. Because discussions with a patient are most effective when conducted soon after an adverse event, you should contact the REACT
Program Manager within 48 hours of when you become aware of the adverse event.
The typical event accepted into the REACT Program is one where the patient is expected to require additional treatment and
incur possible additional expenses or an extended hospital or home stay, but one where the patient is expected to make a full recovery within the next few months. Not every adverse
event is equally suitable for the REACT Program; therefore, Coverys has the sole discretion to determine whether an adverse event will be addressed by the REACT Program.
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
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 Manager.
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 Manager, nor should you make any promises on Coverys’ behalf with regard to payments.
As soon as possible you should contact the REACT Program Manager 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 Manager 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 Manager
who will collect information concerning their expenses and facilitate any payment of financial assistance. Please discuss REACT with the patient and/or family ONLY if you have first spoken
with the Program Manager and have been advised that the event qualifies for the Program.
* The REACT® Program is available to policyholders of Medical Professional Mutual Insurance Company, MHA Insurance Company,
ProSelect Insurance Company and Washington Casualty Company. It is not currently available in all states. Please check with your agent or the REACT Program Manager if you have any questions.