May 12, 2009 NEWSLETTER
Doug Wojcieszak, Founder & Spokesperson
Contact phone/e-mail address: 618-559-8168; doug@sorryworks.net
IN THIS EDITION:
- Thoughts from Crittenden's Med-Mal Insurance Meeting in Tampa
- Using Sorry Works! Content in your newsletters, publications?
- Upcoming Sorry Works! Presentations
THOUGHTS FROM CRITTENDEN'S MED-MAL INSURANCE MEETING IN TAMPA
We had a great time at the Crittenden's Annual Med-Mal Insurance Meeting in Tampa, FL last week. A big "Thank you!" to the Crittenden's people for their hospitality - they were great. The meeting featured a well-attended Sorry Works! seminar and Sorry Works! was discussed in many other seminars as well. We've come a long way in a just a few years...disclosure is becoming main stream and a much-discussed topic. Lots of folks stopped by the Sorry Works! booth, and we mets lots of old friends too.
Another big topic at the meeting was frequency and severity of medical malpractice lawsuits. Every speaker at the meeting said severity - the size of awards in lawsuits - is up, and there was a lot of debate about frequency - how many med-mal lawsuits are filed. Some speakers said frequency is stable, while other speakers indicated frequency is ready to rise or is already on the increase.
The best method to reduce frequency and severity is Sorry Works! Nothing diminishes the anger and hostility which drives severity better than disclosure and apology, and nothing reduces the number of cases that need to be filed like honesty. This is why Sorry Works! is starting to gain such traction in the insurance and re-insurance worlds. To learn how Sorry Works! can help your insurance company, contact us at 618-559-8168 or e-mail doug@sorryworks.net.
USING SORRY WORKS! CONTENT IN YOUR NEWSLETTERS, PUBLICATIONS?
Last week we got several calls from people wanting to know if they could use the special editorial "4 Things Every Doctor Should Know About Disclosure" in their own newsletter or publication. The answer is SURE! We are thrilled when hospitals, insurance, associations, and other organizations find our material useful and wish to pass it onto their members. We only ask that Sorry Works! be given credit and also provide our website - www.sorryworks.net - and/or phone number - 618- 559-8168 - so people can contact us directly if they wish to obtain additional information on disclosure.
Directly below is a copy of last week's editorial - we think it's GREAT content to include in newsletters and publications - and you can even print it out and post it in the Doctor's Lounge. Enjoy!
4 THINGS EVERY DOCTOR SHOULD KNOW ABOUT DISCLOSURE
Below is a new part of the Sorry Works! presentations before insured physicians, Grand Rounds, and other presentations at hospitals. These four points are truly the basics of disclosure every physician must understand and can begin practicing immediately. For information on Sorry Works! presentations and disclosure training, contact 618-559-8168 or e-mail doug@sorryworks.net.
- 1)Disclosure is good for doctors as well as nurses, hospitals, and insurers. An enormous & growing body of data is showing that disclosure coupled with apology (when appropriate) actually reduces lawsuits, litigation expenses, and settlements/judgments. The key is anger....disclosure and apology keep a lid on anger, whereas traditional deny and defend risk management strategies increase anger felt by patients & families, and increase the likelihood of costly litigation.
- 2)Five-Star Customer Service, Informed Consent, & Good Communication Lay the Ground Work for Successful Disclosure. For disclosure to work, you have to be credible. You also have to begin building positive evidence early in the process. Patients and families want to be treated with respect at all times, and they also want to see doctors and nurses treating each other with respect. Absent these feelings, disclosure after an adverse event might appear to a patient/family as a form of manipulation. "Why is Dr. McGod being nice to me now?" will be the skeptical question rolling around the heads of your patients/families. Also, procedure specific informed consent will aid in credible disclosure discussions, especially where there was no error. Sorry....sending your nurse in five minutes before the procedure with a bunch of forms to sign doesn't count! You have to invest the time and energy upfront.
- 3) Empathetic "I'm Sorry" Immediately After The Adverse Event. Doctors should provide an empathetic I'm sorry immediately after an adverse event coupled with a promise of an investigation and customer service assistance such as food, lodging, phone calls, transportation, etc. "I'm so sorry this happened Mrs. Jones...I feel bad for you and your family." Notice: Doctors should NOT prematurely admit fault or assign blame. Also, do NOT get defensive. Simply say you are sorry the event happened (as you should be!) and you feel bad for the patient/family, acknowledge their feelings, promise an investigation, and take care or assist with any immediate needs of the patient/family. Show you care! And document the chart accordingly without emotion or speculation. Write down what you said, what you promised, and any questions or comments by the patient/family.
- 4)Call Somebody! Call your risk manager, insurance company, defense counsel, etc, immediately after the empathetic I'm sorry with the patient/family. Inform them of the situation and tell them you need assistance with an investigation that will lead to a resolution of the situation - which may include a real apology (I'm sorry I made a mistake) coupled with fair, upfront compensation (paid for by your insurer) or more empathy if no error occurred.
These are the four most basic Sorry Works! facts for doctors. Best part is doctors can do these four things now.... immediately....today!
To learn more about Sorry Works! - including how to develop a successful disclosure & apology program - we recommend the Sorry Works! Book http://www.sorryworks.net/booksoon.phtml. The book retails for just $24.99 per copy and is the complete "how to" manual on Sorry Works! Furthermore, at 103 pages, the book is a quick read, even for the busiest doctor. Bulk order prices are available by contacting Doug Wojcieszak at 618-559-8168 or e- mailing doug@sorryworks.net.
UPCOMING SORRY WORKS! PRESENTATIONS
Below is a list of presentations for Sorry Works! Founder Doug Wojcieszak over the next month. If you would like a Sorry Works! presentation for your Grand Rounds, senior leadership, association meeting, etc, simply call 618-559-8168 or e-mail doug@sorryworks.net. We are booking for Fall 2009 right NOW, but slots are filling up quickly. Call or e-mail today.
- May 24, American Association of Physician Assistants, San Diego
- May 25, American College of Nurse Mid-Wives, Seattle - June 5th, Philadelphia Area
- June 19, Illinois ASHRM Chapter, Peoria
- June 25th, Oklahoma Hospital Association
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