Communication and Optimal Resolution (CANDOR)

Communication and Optimal Resolution (CANDOR) is a process that health care institutions and practitioners can use to respond in a timely, thorough, and just way when unexpected events cause patient harm. This AHRQ toolkit, based on the CANDOR process, is intended to assist hospitals in implementing communication and optimal resolution programs.

A traditional approach when unexpected harm occurs often follows a "deny-and-defend" strategy, providing limited information to patients and families, and avoiding admission of fault. In short, the CANDOR process is a more patient-centered approach that emphasized early disclosure of adverse events and a more proactive method to achieving an amicable and fair resolution for the patient/family and involved health care providers.

Getting Started


Module 1: An Overview of the CANDOR Process

Module 2: Obtaining Organizational Buy-in and Support

Module 3: Preparing for Implementation: Gap Analysis

Module 4: Event Reporting, Event Investigation and Analysis

Module 5: Response and Disclosure

Module 6: Care for the Caregiver

Module 7: Resolution

Adverse Event—Reasonable Care
Adverse Event—Unreasonable Care

Module 8: Organizational Learning and Sustainability

Longitudinal Evaluation of the Patient Safety and Medical Liability Reform Demonstration Program

Return to CANDOR Toolkit Introduction

Page last reviewed April 2018
Page originally created April 2016
Internet Citation: Communication and Optimal Resolution (CANDOR). Content last reviewed April 2018. Agency for Healthcare Research and Quality, Rockville, MD.