June 3, 2010
Doug Wojcieszak, Founder & Spokesperson
Contact phone/e-mail address: 618-559-8168;
doug@sorryworks.net
SORRY WORKS! E-TOPIC: SORRY AND NO LAWSUIT OR PAYMENT...
As I write you this e-newsletter, I'm flying at 35,000 feet somewhere over middle America heading from one speech to another. Pretty cool to have Internet up in the clouds.
When I finished my speech earlier today a member of the audience came up and told me how a medical error happened at a hospital she used to work at, but they quickly apologized for the incident and there was no lawsuit, nothing. Actually, I hear some version of this story all the time after my speeches: "Such and such happened, we apologized for the screw up, and never heard from the patient or family again. Works like magic....thanks, Doug!"
Not exactly.
If you are truly going to apologize to a patient or family, you need to make them whole (as much as possible). This means pro- actively engaging them in discussions about what they need to move on with their lives. Fixing the wrong is one of the four elements of apology we discuss in the Sorry Works! Book http://www.sorryworks.net/booksoon.phtml.
For minor incidents, it might mean waving bills, paying for corrective/on-going care, offering child-care expenses, lost wages, gift cards, and other forms of support. For more serious cases (crippling injuries or death), you are going to be talking about a whole host of issues, including, but not limited to, mortgage payments, college education funds, monthly budgets, and dreams that shouldn't die. The trick is once disclosure removes the anger you can actively engage patients, families, and their legal counsel (if they are represented) to understand what they really need...and it may have nothing to do with money! But the discussion will be changed from "I am going to own this hospital" to "What's fair for me and my family?" That's the magic of disclosure! You are given the golden ticket to be creative and truly caring but also fair to all sides.
But you have to do this! Moreover, don't wait to be "asked" by the patient or family...and don't wait to get sued either! Do it right away...one of the chief themes of Sorry Works! is being pro-active. Be pro-active!
Simply saying sorry and hoping you don't get sued because the patient/family seems placated is unacceptable! If you want to truly restore your ethical reputation as well as learn from the mistake (i.e, improve quality) you have to fix the problems you create. And, yes, this means sometimes offering things to patients and families they might not otherwise think to ask for. The truth of the matter is many patients and families are emotionally traumatized post-adverse event and have no idea what they need or can ask for....you need to help in a fair and honest way. Be pro-active. Doing so restores your reputation, and on those days when an adverse event is just that (no mistake), you will be more likely to be believed when you say it was not your fault. Why? Because you work so hard to take care of people you harm! You become straight shooters, especially in the eyes of PI lawyers. We call this the "Honesty Dividend." Non-meritorious litigation is significantly reduced, which is a big savings for any organization.
"Doing The Right Thing" means going all the way. Don't settle for a field goal...score a touchdown! Help the people you hurt and give them and your staff closure and healing, and also restore the reputation and credibility of your organization while improving safety.
Interested in a Sorry Works! presentation? Dates for the Fall are filling up fast, so please call 618-559-8168 or e-mail doug@sorryworks.net today to secure your date. Sorry Works! talks make a great topic for Grand Rounds, staff presentations, leadership retreats, etc. And the talks are geared towards everybody:Docs, nurses, front-line staff, attorneys, c-suite, risk, claims, and quality, etc. Call or e-mail today!
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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