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

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Apology1. Communicate remorse2. Disclose• Take responsibility• Offer an explanation3. Listen to the patient’s perspective(facilitate expressions of emotion)4. Empathize5. Offer reparation
Rationale forApology (andDisclosure)It is the human thing to do
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: When asked directly physicianssaid
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 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 and 32: Missed Clues(Empathic Opportunities
Page 35 and 36: Medicine Event:WrongPrescription
Page 37 and 38: How Apologies Heal: The Casefor Cha

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