Patient Relationship Boot Camp --
TIP SEVEN
|
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..
|
Tip Seven
More about Communication and Apology!!!
(From Healing Words by Dr. Michael Woods)
Physician Researcher Survey
"A group of physician researchers studied transcripts for legal depositions given by patients who had filed lawsuits. All the transcripts included the question, "Why are you suing the doctor?"
The study concluded that 71% of the patient-plaintiffs had problematic relationships with their physicians before the incidents prompting the lawsuits. The researchers also identified four distinct factors underlying the suits: Patients believed that their doctors had abandoned them; had discounted their concerns; had not provided adequate information and did not understand their perspectives."
What are the
Five 'R's of apology and how do they each affect the provider-patient relationship? The
Five 'R's of Apology and Truth Telling are:
Recognition;
Regret;
Responsibility;
Remedy;
Remain Engaged
3) Responsibility: OWN UP to what's happened
This is the step at which truth-telling begins. Patients and their families want to know very specific things after an unexpected outcome or complication.
- What happened?
- Why did it happen?
- What has been learned because of this event?
- What is being done to correct the situation?
 As the provider, you may not be responsible for causing the complication; however you are always responsible to the patient.
Never let a patient feel he or she is going to through this alone.
Previous week's Tip Six:
1) Recognition: KNOW when an apology is in order
2) Regret: Respond EMPATHETICALLY
******************************************
Next week: The series on the "5 R's" continues...
******************************************
*Note: These are valuable tips but always follow your own organizations' policies. |
Don't Miss a Tip!
Follow this link to enjoy all previous tips from the Patient Relationship Boot Camp Series >>
|
