Transparency, Apology, & Disclosure of Medical Errors - Western ...

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Recognize Clues (Surgery & Primary Care)**• Clues per visit• Emotional in nature• Responded positively topatient emotionsSPC1.9 2.660 % 70%38% 21%Levinson, et al 2000 JAMA
What DO You Say?• Use genuine compassion to communicate remorse• Take responsibility• Listen to and respect patient‟s perspective• Provide a good explanation using simple terms• Empathize• State what you can or will do• Follow-up
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 and 24: Ways of Failing to Take Responsibil
Page 25 and 26: Elicit Perspective and Add A GoodSi
Page 27 and 28: Let the Patient TalkDoctors interru
Page 29 and 30: Adverse Events/NeverEvents/Sentinel
Page 31: Missed Clues(Empathic Opportunities
Page 35 and 36: Medicine Event:WrongPrescription
Page 37 and 38: How Apologies Heal: The Casefor Cha

Transparency, Apology, & Disclosure of Medical Errors - Western ...

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