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

  • Planning Grants Final Evaluation Report
  • Demonstration Grants Final Evaluation Report

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.