Patient Relationship Boot Camp --
TIP SIX
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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 Six
More about Communication and Apology!!!
(From Healing Words by Dr. Michael Woods)
A Case in Point
The University of Michigan health system adopted a new policy for handling medical malpractice claims in July 2001. After changing their policy, regarding enhanced patient safety and provider-patient communication, the systems legal group began educating the plaintiff's bar and courts about their new approach.
Dramatic success was realized very quickly. In the first year the health system estimates they saved $2.2 million. Over the past years actual claims have been cut by more than half.
How DOES one apologize "authentically"?
The 5 'R's of Apology and
Truth Telling:
Recognition; Regret; Responsibility; Remedy;
Remain Engaged
Learn about Recognition and Regret:
1) Recognition:
KNOW when an apology is in order
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Read the feelings of your patient
and family-is there fear, disappointment, or anger regarding an outcome?
- Be aware of your own feelings about
the situation.
- Analyze exactly what happened to
cause these feelings.
There is
more than one situation where an apology is in order:
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Being late for a scheduled appointment
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Receiving a patient complaint about
poor service
- Interrupting a patient who is speaking
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Medical error or complication (follow
facility policy)
2) Regret:
Respond EMPATHETICALLY
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Tell your patient you're sorry for what
he's going through.
-
Acknowledge his feelings of
disappointment, fear and anger.
-
Remember that an apology does not
imply guilt or fault on your part.
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Next week: The series on the "5 R's" continues...
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