Patient Relationship Boot Camp --
TIP FIVE
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In Any Human Interaction...
We WANT respect
We NEED clear communication
We DESIRE meaningful relationships
In
the healthcare setting the same is true,
especially for patients..
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Tip Five
More about Communication and Apology!!!
(From Healing Words by Dr. Michael Woods)
What ARE the Five 'R's of Apology and how do they each affect the provider-patient relationship?
When used as a roadmap for training, the 5 'R's have been documented to
statistically and significantly improve the individual's ability to implement
the apology and truth telling process.*
The 5 'R's of Apology and Truth Telling include:1 Recognition
2 Regret
3 Responsibility
4 Remedy
5 Remain Engaged
Why Apologize?
American College of Physician
Executives 2006 Patient Trust and Safety survey found
that:
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Patients are nearly 60% less likely to sue a physician who
apologizes after a medical error.
- Patients are 92% more likely to sue a doctor who tried to hide a
medical mistake. (nondisclosure appears to a patient as "hiding a
mistake")
Authentic apology is healing...
Apology
has the power to repair a violation of trust (real or perceived); apology can
defuse anger that may drive pursuit of financial and litigious revenge.
Apology is about healing the provider
too...
Healthcare providers may be motivated to apologize, but discouraged from
doing so by the current culture.
Learn
more about how to apologize authentically
over the next few weeks.
*Note: These are valuable tips but always follow your own organizations' policies. |
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