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Website: http://www.sorryworks.net
May 21, 2010
Doug Wojcieszak, Founder & Spokesperson
Contact phone/e-mail address: 618-559-8168;
doug@sorryworks.net
SORRY WORKS! E-TOPIC: MULTIPLE DOCS....WHO SAYS SORRY?
We received this question from a supportive physician during a medical staff retreat last month: If we experience an adverse event during an operation and there are multiple doctors involved, who says "sorry?" Who discloses to the patient or family? Great question!
Answer: It depends! At Sorry Works! we teach that no two cases are alike....every patient, family, and medical professional are unique. Every case is unique. Instead, we provide an underlying framework to help you navigate your way through every event with uniform/consistent ethics. Honesty always...the question is how do you be transparent and honest? What is the best way and who are the best people to deliver the bad news?
In this particular scenario with multiple providers start with some quick questions: Who is the best communicator on the team? Who has the best relationship with the patient/family? Who from the patient/family perspective is perceived to be in charge of the care? Also seek to understand how the patient/family is doing....because the proverbial captain of the ship maybe an empathetic person who is a GREAT communicator but the family might be so angry at her that you need to send someone else in, at least initially. Think about it, but move quickly. No communication will be perceived as a cover up.
Remember, to have at least two people from your side in the meeting so you have a witness because from the patient/family perspective we're often an emotional mess. We won't hear everything, we'll have different versions of the story, and hear what we want to hear. Have a witness, document the conversation properly, and send the patient/family a follow up letter. If you don't write it down it didn't happen!
However, in most instances no need for the entire surgical team to troop into the waiting room for the initial disclosure conversation....but every member of the surgical team should be ready to discuss what happened at some point. And I'm not just talking about a formal disclosure meeting, but also a chance encounter with the patient or family in the hall, cafeteria, chapel, etc. We don't want scarred providers to look away, run away, or stammer and give off the wrong vibes to the patient/family. That helps no one. Empathy and compassion are needed without jousting, speculation, or throwing colleagues under the bus (or themselves), etc. This speaks to the training you offer to your docs and staff. Training on disclosure is sooooo important.
What this question also speaks to is the importance of developing a disclosure program administered by a well-trained disclosure team. The disclosure team is a resource always available to folks like this group of surgeons and can help providers move forward post-adverse event in a positive, pro-active way.
At Sorry Works!, we help hospitals, practices, and insurers with disclosure training and developing Sorry Works! programs all the time in conjunction with our partners Stevens & Lee. To inquire about presentations and training to help your organization, call 618-559- 8168 or e-mail doug@sorryworks.net.
Have a great weekend!
Sincerely,
- Doug
Doug Wojcieszak, Founder
Sorry Works!
PO Box 531
Glen Carbon, IL 62034
618-559-8168 (direct dial)
doug@sorryworks.net
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