Communication and Resolution Program (CRP)
Everyone at Johns Hopkins Medicine works hard to give patients the best care possible. Medicine is complex and not an exact science, as many treatments involve risks of complications. Unexpected or even preventable outcomes may occur. When a medical outcome is not what is expected, no matter the reason, we strive to support our patients and families both medically and emotionally through the Communication and Resolution Program (CRP).
Johns Hopkins Medicine uses a Communication and Resolution Program (CRP) as a framework to resolve unexpected outcomes with patients.
What is a CRP?
A CRP program is a systematic approach to when an unexpected medical outcome occurs, no matter the reason. Following an event, facility team members will communicate empathetically with you and your family, investigate and explain what happened, implement systems to avoid recurrences of incidents, apologize, and work towards a resolution. We are committed to re-establishing your trust.
Our Promise
Patient Feedback: Points of Contact
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Contact our patient relations team by choosing one of the following methods:
Phone: 410-955-2273 (patient relations)
We strive to return your call within the day; all calls will be returned within the next business day.Online: fill out a form
Email: [email protected]
Mail:
The Johns Hopkins Hospital Patient Relations Department
600 North Wolfe Street
Nelson 170
Baltimore, MD 21287In person:
Hours of operation are Monday-Friday 8:30 a.m.-5 p.m.
For urgent issues after hours and on weekends, please contact The Johns Hopkins Hospital Operator and ask for the Administrator on call at 410-955-5000.
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The Office of Patient Experience at Johns Hopkins Bayview Medical Center is here to help you navigate medical encounters and to provide an opportunity for you or your family members to report specific concerns.
Phone: 410-550-0626
Calls will be returned within the next business day.Email: [email protected]
Mail:
Johns Hopkins Bayview Medical Center
Office of Patient Experience
4940 Eastern Avenue
Baltimore, MD 21224In-person:
Patients and family members can call to schedule an appointment to visit our office and speak with a patient experience coordinator Monday through Friday, 8:30 a.m. to 5 p.m.
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Patient Relations specialists at Johns Hopkins Howard Country Medical Center are available to help you Monday through Friday, between 8:30 a.m. and 5 p.m.
Phone: 410-720-8200 (patient relations). All calls will be returned within the next business day.
For urgent issues after hours and on weekends, please contact the shift supervisor at 443-718-2424.
Email: [email protected]
Online: fill out a form
Mail:
Patient Relations Department
Johns Hopkins Howard Country Medical Center
5755 Cedar Lane
Columbia, MD 21044-2912 -
The patient relations team at Sibley Memorial Hospital aims to helps patients, their families, hospital staff, physicians, and others communicate fully and resolve issues. Please contact us by:
Phone: 202-537-4267 (Patient Relations line: Leave a message and receive a follow-up)
For urgent issues after hours and on weekends, please contact The Sibley Memorial Hospital Operator and ask for the Nursing Supervisor on Call at 202-537-4000.Email: Concerns or compliments about Sibley Memorial Hospital can be emailed to [email protected]
Online Patients and family members may fill out this form to provide feedback.
Mail:
The Sibley Memorial Hospital Patient Relations Department
5255 Loughboro Road NW
Washington, D.C. 20016 - 2695 -
We want you to have an excellent experience at Suburban Hospital. If we can help in any way, or if you wish to provide feedback, please contact the Office of Patient and Family Experience:
Phone: 301-896-2000 (patient relations)
Email: [email protected]
Mail:
Suburban Hospital
8600 Old Georgetown Road
Bethesda, MD 20814 -
The Johns Hopkins All Children's Hospital Patient and Family Relations Specialists are non-medical/neutral liaisons for you, your child and your family.
Phone: 727-767-2110 (patient relations)
Email: [email protected]
Online: Fill out a form
Mail:
501 Sixth Avenue South
St. Petersburg, FL 33701
Learn more. -
Contact our patient relations team by choosing one of the following methods:
Phone: 410-955-2273 (patient relations)
We strive to return your call within the day; all calls will be returned within the next business day.Online: fill out a form
Email: [email protected]
Mail:
The Johns Hopkins Hospital Patient Relations Department
600 North Wolfe Street
Nelson 170
Baltimore, MD 21287In person:
Hours of operation are Monday-Friday 8:30 a.m.-5 p.m.
For urgent issues after hours and on weekends, please contact The Johns Hopkins Hospital Operator and ask for the Administrator on call at 410-955-5000.
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Phone: 410-288-6320
Email: [email protected]
Mail:
5901 Holabird Avenue, Suite A
Baltimore, MD 21224 -
Johns Hopkins Community Physicians is committed to providing our patients with the highest quality care and a positive, patient-centered experience. Your voice helps us understand what we’re doing well and how we can improve our care and service.
We Want to Hear From You
If you received care from JHCP and would like to provide feedback, positive or constructive, please reach out to our Patient Relations team. We review every comment thoughtfully, and your input supports improvements and helps us recognize exceptional team members.
Email: [email protected]
Phone: 667-306-8583
We encourage you to share your experience whether it is a compliment, a suggestion, or a concern. Your feedback is important to us and contributes to enhancing care for all patients.
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Contact our patient relations team by choosing one of the following methods:
Phone: 410-955-2273 (patient relations)
We strive to return your call within the day; all calls will be returned within the next business day.Online: fill out a form
Email: [email protected]
Mail:
The Johns Hopkins Hospital Patient Relations Department
600 North Wolfe Street
Nelson 170
Baltimore, MD 21287In person:
Hours of operation are Monday-Friday 8:30 a.m.-5 p.m.
For urgent issues after hours and on weekends, please contact The Johns Hopkins Hospital Operator and ask for the Administrator on call at 410-955-5000.
-
Contact our patient relations team by choosing one of the following methods:
Phone: 410-955-2273 (patient relations)
We strive to return your call within the day; all calls will be returned within the next business day.Online: fill out a form
Email: [email protected]
Mail:
The Johns Hopkins Hospital Patient Relations Department
600 North Wolfe Street
Nelson 170
Baltimore, MD 21287
Communication and Resolution Program Solutions
The Center for Harm Response (CHR), a joint center of the Johns Hopkins Armstrong Institute for Patient Safety and Quality and the University of Washington, was created to advance adoption of CRPs. CHR has created a suite of options to support any organization with development of a comprehensive, highly reliable communication and resolution program that integrates all of the necessary components of an effective response to harm.
CRPs are a critical component of the CMS Patient Safety Structural Measures, specifically a requirement of Domain 4: Accountability and Transparency, and the gold standard for addressing harm events in a way that promotes transparency, accountability, compassion and meaningful resolution. The experts at Johns Hopkins offer consulting, training and mentorship to support your CRP implementation and sustainment efforts.
CRP On-site Coaching and Consulting
Custom Support to Achieve CRP Goals
For organizations desiring personalized engagement, our tailored on-site coaching and consulting services provide the ultimate roadmap to CRP success. From conducting in-depth assessments and offering actionable recommendations to assisting with challenging case resolutions, these custom packages are expertly designed to meet the precise needs of each organization and accelerate the CRP implementation journey.
CRP Leader Intensive
Tailored Leadership Insight for CRP Success
Co-created with Johns Hopkins, this hands-on program is a high-impact solution for healthcare leaders seeking actionable strategies to drive CRP success. Delivered across two engaging half-day sessions, this on-site interactive experience is finely tuned to address each organization's unique challenges and needs. Leaders receive expert guidance to drive culture change and achieve measurable progress across their organizations.
Harm Communication Coach Training
Become a leader in promoting empathetic, high-impact communication
This transformative 5-hour training equips participants with the tools and techniques to coach healthcare providers in effectively communicating with patients and families after harm events. Through interactive exercises, use of communication guides and real-world case studies, you'll gain the skills to foster trust, transparency and healing in the aftermath of medical harm.