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February 10, 2009 NEWSLETTER
Doug Wojcieszak, Founder & Spokesperson
Contact phone/e-mail address: 618-559-8168; doug@sorryworks.net
THIS WEEK'S EDITION:
NEW FEATURE: TALES AND QUESTIONS FROM THE ROAD
SORRY WORKS! BOOK FOR DOCTORS' DAY (MARCH 30TH):
HEALTHCARE FOR ALL DISCLOSURE & APOLOGY EVENT (FEB 11TH)
NEW FEATURE: TALES AND QUESTIONS FROM THE ROAD
With this week's newsletter we are introducing a new feature: "Tales and Questions from the Road." Last week kicked off the heavy travel schedule of presentations and seminars for Sorry Works!
Readers of this forum have seen our speaking schedule (which is still growing) over the last few weeks. We thought it would be nice to keep our readers updated about our progress on the road and also share some of the better questions we received from audiences so everyone can learn.
Last week Sorry Works! spoke to two large hospitals in Iowa and Oregon. Great reception at both facilities. These hospitals are just beginning to fully embrace disclosure....they have disclosure policies which need some revisions, and they are just starting to establish formal disclosure programs. To be frank, this is the situation many hospitals as well as large medical practices and insurers find themselves: Just starting to culturally and programatically embrace disclosure. Consequently, providers, staff, and administrators have many questions about disclosure. Here are two of the better questions from last week:
Question from Iowa Doctor:
"When do we implement the disclosure process? There could potentially be hundreds of cases at any given time that might need some disclosure, and we don't have the staff or resources to do a full-blown disclosure for each situation."
Answer: You have to use your judgment. Docs and nurses and administrators know the difference between a case where someone is a little unhappy or the procedure didn't quite work out and a major event which has the potential to be a major problem. Use your judgment. As your disclosure program is fine-tuned, the differences in cases will become more obvious to staff. Furthermore, empathy - "I'm sorry this happened" - coupled with GREAT customer service is always appropriate. Yes, it may just be a complication, the type of complication experienced often with a certain procedure, but for that patient or family it seems like the end of the world, and the only thing that stands between the provider and a lawsuit is "I'm sorry this happened" and some other efforts to show care, compassion, good communication and follow through.
So, in conclusion, always empathize, and in those certain cases where it is a major event which may have involved a mistake, run your disclosure process.
Question from Oregon Doctor:
"In Sorry Works! you encourage quick investigations. Some adverse events are very clear cut, such as a wrong-side surgery, where we know right away there has been an error. But what about those events where it's gray...it may take months before we know what really happened. There's nothing quick about 'several months,' so what do we do?"
Answer: The initial investigation of talking with staff, gathering evidence, etc, can be completed quickly (48 to 72 hours) followed up by a meeting with the patient & family. If the initial investigation shows this is one of those gray events that will take time to figure out, tell the patient/family just that - and give them milestones such as we believe this investigation will require two months, but we will touch base with you every 10 days to update you, and, of course, call or e-mail anytime if you have questions or thoughts to share with us.
Stay in touch with your customers during the investigation...DON'T ever assume because you don't hear from a patient/family everything is OK and the case can be forgotten. Patients/families might not be speaking with you, but they are talking among themselves, their friends, their work colleagues, and maybe even a lawyer. You need to stay engaged with these folks - reach out to them and stay in touch. Stay in the game!
When your investigation is complete, call the patient/family and tell them you want to meet to discuss your findings.
SORRY WORKS! BOOKS FOR DOCTORS' DAY (MARCH 30TH)
Doctors' Day - March 30th - is fast approaching, and even in this tough economy you need to show appreciation to your hardworking doctors. The Sorry Works! Book priced at just $24.99 per copy makes the perfect gift, and bulk discounts for large orders are available.
Disclosure is one of the hottest and most important topics for providers. The Sorry Works! Book is the "how to" manual on disclosure, covering all the important topics including empathy vs. true apology, how to establish a disclosure program, apologizing to patients and families, and confronting the typical challenges faced when implementing disclosure. However, the book is just 103 pages, so it's a quick, easy read for even the busiest physician.
To order your copy today, visit this link: http://www.sorryworks.net/booksoon.phtml. For bullk order pricing, call 618-559-8168 or e-mail doug@sorryworks.net.
HEALTH CARE FOR ALL DISCLOSURE AND APOLOGY EVENT (FEB 11TH)
The following is an interesting announcement from the Boston-based group, "Health Care for All." They are holding a brown bag lunch on disclosure and apology tomorrow (Wednesday). Details below.
"Please join us at a brownbag lunch event on Wednesday, February 11, 12:00-1:00 PM, featuring Dr. Thomas Delbanco of Beth Israel Deaconess Medical Center and Linda Kenney, Executive Director of MITSS (http://www.mitss.org).
Dr. Delbanco and Ms. Kenney will speak about apology and disclosure to patients and family members following medical errors and adverse medical events. Dr. Delbanco created the film "When Things Go Wrong: Voices of Patients and Families." The film features stories of how medical errors impacted patients and family members. Ms. Kenney leads MITSS (Medically Induced Trauma Support Services), which provides support to patients and family members and healthcare providers following the occurrence of a medical error.
The event will take place at Health Care For All, 30 Winter Street, Boston, 9th floor.
Please share this invitation with others who may be interested.
Contact Deb Wachenheim (dwachenheim@hcfama.org or 617-275-2902) with any questions."
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