Doug Wojcieszak, Founder & Spokesperson
July 15 2009
Contact phone/e-mail address: 618-559-8168; doug@sorryworks.net
I'm a list maker. The first thing I do every morning is compile a list activities and projects for the day, phone calls to make, and also a list of people who owe me information or answers. As I go through the day I check off accomplished tasks and put a circle around the ones I didn't get to...and another list gets made the next morning. In fact, this has been my morning ritual since high school. Developing "the list" each morning usually takes no more than 15 minutes.
When my oldest brother died from medical errors in 1998, I took a week off work...and, needless to say, I didn't make any lists the week of the funeral. When I returned to work, the first thing I did when I sat down at my desk was to make a list - and what normally takes 15 minutes took an entire day. I was numb. Shell shocked. Paralyzed. Grief stricken. Looking back, I consider it an accomplishment I was even able to make a list that first day back to work....a weak but important attempt to return "normal."
Why am I sharing this story with the Sorry Works! readers this week? Because this week's message is about being pro-active post adverse event. Too often we hear the following from medical, insurance, and legal professionals: "After the event, the family seemed OK, we never heard from them again, and then, wham, a day before the statutes expire we're being hit with a lawsuit."
Too often healthcare professionals are content to let the patient/family come to them after an adverse event. "If they're truly upset they'll come knocking on my door" is the thought pattern. However, as I illustrated by my story above - which is very typical for most patients & families - we're just trying survive post-adverse event. Literally focusing on each breath, and hoping to put one foot in front of the other. That's it! So, don't be surprised if we don't come knocking. Furthermore, even if we want to knock on someone's door, we often don't know who to contact. Literally patients and families often have no idea if they should contact the doctor - or doctors, the nurse, the hospital administration, etc.
So, if you know something has gone wrong and you have a potentially upset patient or family, be a friend and reach out to them. If nothing more than to let them know you are a resource for them so when the shock begins to wear off they know who to contact. This is such an important message for Sorry Works! readers because we preach maintaining patient/family relationships and acting in a quick, decisive manner to do so. Instead of waiting for a request for records or a complaint being filed, remain engaged with the patient or family. In many cases, part of remaining engaged means being pro-active and reaching out. Literally, be a friend. Call them. Write a letter. E-mail them. Whatever feels right, but do it!
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