Transparency, Apology, & Disclosure of Medical Errors - Western ...
Transparency, Apology, & Disclosure of Medical Errors - Western ... Transparency, Apology, & Disclosure of Medical Errors - Western ...
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13.07.2015
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What DO You Say?• Use genuine compassion to communicateremorse• Take responsibility• Listen to and respect patient‟s perspective• Provide a good explanation using simpleterms
Elicit Perspective and Add A GoodSimple Explanation• Ask what they know• Tell them what they need to know— Meet patient „where they‟re at‟• Avoid jargon• Small doses of information• Ask for understanding
- Page 1 and 2: Transparency, Apology, andDisclosur
- Page 3 and 4: Medical Errors are PervasiveGeneral
- Page 5 and 6: Patients want to be told!• 87% th
- Page 7 and 8: When asked directly physicianssaid
- Page 9 and 10: Rationale forApology (andDisclosure
- Page 11 and 12: Likely to Reduce the Cost ofMalprac
- Page 13 and 14: SummaryApology anddisclosure . . .
- Page 15 and 16: System EventsThe Lost Test Result 1
- Page 17 and 18: System EventsThe Lost Test Result 2
- Page 19 and 20: What DO You Say?• Use genuine com
- Page 21 and 22: What DO You Say?• Use genuine com
- Page 23: Ways of Failing to Take Responsibil
- Page 27 and 28: Let the Patient TalkDoctors interru
- Page 29 and 30: Adverse Events/NeverEvents/Sentinel
- Page 31 and 32: Missed Clues(Empathic Opportunities
- Page 33 and 34: What DO You Say?• Use genuine com
- Page 35 and 36: Medicine Event:WrongPrescription
- Page 37 and 38: How Apologies Heal: The Casefor Cha
Elicit Perspective and Add A GoodSimple Explanation• Ask what they know• Tell them what they need to know— Meet patient „where they‟re at‟• Avoid jargon• Small doses <strong>of</strong> information• Ask for understanding
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