|
|
|
After a recent Sorry Works! presentation in South Carolina, Sorry Works! founder Doug Wojcieszak was asked the following question by a doctor in the crowd:
"Can I attend a patient's funeral? I recently had a patient die, I was very close to the patient and his family, and I wanted to go to the memorial service but our attorney said 'no.' What do you think?"
In short, the attorney probably gave bad advice to the doctor. The question and the situation posed speak to the larger issue of empathy vs. true apology (where fault is accepted and compensation is due to the injured party). Make no mistake, empathy is appropriate 100% of the time. What's empathy? Going to a funeral and showing support for the family; giving a hug; holding hands; crying; saying, "I'm so sorry this happened. Is there anything we can do for you or your family." Empathy is a normal human emotion to help and comfort another person, and even though empathy may include the word "sorry" there is no fault accepted or implied. In fact, empathy is NOT apology because no fault or blame is acccepted....it's simply being a decent person.
Empathy should be present in the immediate aftermath of an adverse event and throughout the process, including a funeral. If anything, staying away from a funeral or memorial service after having a close relationship with the patient/family might heighten suspicions.
"You know, mother, we didn't see Dr. Smith at the funeral. In fact, we haven't heard from him or his nurses since dad died. I wonder if he did something to dad that he's ashamed to tell us about. What's the number of that lawyer who called you this morning?"
Empathy is always appropriate, while true apology (accepting fault, compensating) is necessary only in a small subset of cases where an investigation has shown that an error happened. Understand the difference between empathy and apology. Understand the differences in timing when empathy is only needed versus when a true apology is necessary. Don't be in rush to apologize too quickly (before a complete investigation is done) because you can't un-ring the apology bell "Well, our investigation showed we actually didn't kill your mom." Yeah, right, where's my lawyer?
Perhaps the attorney counseling the doctor to skip the funeral did not fully understand the difference between empathy and apology. Also, many lawyers and doctors don't yet understand the powerful positive evidence that can be created with empathy. Remember, a plaintiff's attorney will try to demonize and de- humanize a healthcare professional in court. Empathy shows the doctors/nurses are truly caring people. Also, empathy will help maintain relationships with patients/families after adverse events, which will lessen the chances of a lawsuit being filed in the first place.
Empathy is important. Apology is important too. You need to know the difference between the two concepts and be ready at all times to use them appropriately. The new Sorry Works! book thoroughly explains empathy versus apology and how to use the two concepts in a successful disclosure program. To see the book's Foreword, Table of Contents, and Author Biographies, click on this link
:http://www.sorryworks.net/booksoon.phtml
The retail price for the Sorry Works! book is a very affordable $21.95/copy.
The quickest way to get your copy of the book is to order directly through Sorry Works! by contacting Doug Wojcieszak at 618-559-8168 or e-mailing doug@sorryworks.net.
We accept all major credit cards (Mastercard, Visa, Discover, & American Express) and we will also invoice individuals and institutions upon request. Bulk sales with discounts are available too; again, contact Sorry Works! directly at 618-559-8168 or doug@sorryworks.net.
"Sorry Works! Disclosure, Apology, and Relationships Prevent Medical Malpractice Claims" is the how-to- manual on disclosure and apology for providers, hospitals, and insurers. The book is concise - 103 pages - so it can be read quickly and a CME test is offered at the end of the text.
Call today at 618-559-8168 or e-mail doug@sorryworks.net to get your copy of the Sorry Works! Book.
Thank you!
|
|
|
