Patient Relationship Boot Camp --
TIP EIGHT
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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
Eight
More about Communication and Apology!!!
(From Healing Words by Dr. Michael Woods)
The Five 'R's of Apology and Truth Telling:
Recognition; Regret; Responsibility; Remedy; Remain Engaged
How do they each affect the provider-patient relationship?
4) Remedy: Make it RIGHT-
Explain
to your patient what's being done to correct the problem.
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Evaluate
how it will affect your patient's health and then begin appropriate therapy.
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Consider
who will bear the cost of the error or complication-are there any costs you can
absorb?
5) Remain Engaged:
BE THERE for your patient-
Reassure the patient that you will not abandon him.
- L
Focus on and provide for your patient's continuing care needs after the outcome or complications.
A true story
After a routine surgery, a patient of Dr. Woods appeared fine but several days later presented with complications. In an effort to be transparent, Dr. Woods explained what was being done to address the problem and why another surgeon had been contacted.
Dr. Woods became aware of the alarm in the patient's frightened words, "but you're not going to leave me, are you?". He assured her he would not abandon her. This reaffirmed how critical it is for the patient to KNOW that her doctor would continue with her.
As a result, the outcome was good for both patient and doctor. Dr. Woods personally witnessed his patient's fear of abandonment and how important it was for the patient to fully understand their situation, next course of action and feel confident in the doctor's commitment to them.
The Apology and Disclosure process is part of a continuum of respectful care for a
patient, not a one-time event.
Previous 5R's Tips:
1) Recognition: KNOW when an apology is in order
2) Regret: Respond EMPATHETICALLY
3) Responsibility: OWN UP to what's happened
*Note: These are valuable tips but always follow your own organizations' policies. |
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