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November 10, 2008 NEWSLETTER
Doug Wojcieszak, Founder & Spokesperson
Contact phone/e-mail address: 618-559-8168; doug@sorryworks.net
THIS WEEK'S EDITION:
November 10 NEWSLETTER
Doug Wojcieszak, Founder & Spokesperson
Contact phone/e-mail address: 618-559-8168; doug@sorryworks.net
IN THIS EDITION:
- SORRY WORKS! EDITORIAL: Keep Disclosure in mind when setting budget and priorities for 2009
- Disclosure Tips Cards with Top 10 Tips Now Availalbe!
- Article: Most Doctors Believe Patient Less Likely to Sue if They Receive an Apology
- Sorry Works! Books for the Holidays
SORRY WORKS! EDITORIAL: KEEP DISCLOSURE IN MIND WHEN SETTING BUDGET AND PRIORITIES FOR 2009
Many hospitals, large medical practices, and insurers are developing their budgets for 2009 and setting their goals for the year. We encourage leaders in institutions across the country and around the globe to keep disclosure in mind as you set budgets and goals for the New Year. For disclosure to become a reality in an institution the leadership has to make it a priority, which means putting resources and a time commitment to it. It means putting aside some dollars for content and training so your staff and providers get the help they need to make disclosure a success. It also means the leadership showing they are behind the initiative, from reviewing the disclosure policy to developing a disclosure team, to working hard on individual cases to make them a success, and then constantly fighting to keep the disclosure culture alive. It takes committed people and resources, and now is the time to make Sorry Works! a priority as we get ready to welcome 2009!
We at Sorry Works! are always doing our part to provide outstanding content, speaking, and training services to our friends in healthcare, insurance, and legal circles - and we are especially mindful of cost during these tough economic times. The Sorry Works! Book, presentations, and consulting services are reasonably priced to work within any budget. Call 618-559-8168 or e-mail doug@sorryworks.net for more information.
Thank you for making disclosure a priority in 2009!
DISCLOSURE TIPS CARDS WITH TOP 10 TIPS NOW AVAILABLE
Disclosure tips cards featuring the Top 10 disclosure tips are now available from Sorry Works! Implementing disclosure in an institution, organization, or among a group of people is hard work, and when an adverse event happens folks tend to lose their heads. These cards, which can easily fit in a pocket or be used as a bookmark, will help your staff remember what they need to do, especially when the chips are down. Furthermore, the cards can be customized to provide the contact information for your risk manager or legal department.
Here is basic pricing information for non-customized tips cards:
- 1-99 cards: 59 cents per unit/minimum order 10
- 100-199 cards: 54 cents per unit
- 200+ cards: 49 cents per unit
To order, simply e-mail doug@sorryworks.net or call 618-559-8168. Also, if you wish to have the cards customized, e-mail or call for a quote. Thank you!
ARTICLE: MOST DOCTORS SAY PATIENTS ARE LESS LIKELY TO SUE IF THEY RECEIVE AN APOLOGY, NEW SURVEY, MEDICAL PROTECTION SOCIETY, UK
Below are the results of a study from our friends in the United Kingdom about disclosure. It's encouraging because it shows that many physicians are finally starting to understand that patients and families most want openness and honesty - including an apology - when something goes wrong. However, the study also shows we have miles to go with only 2/3 of physicians surveyed saying they are willing to be open about mistakes. Moreover, when faced with an actual error or tragic adverse event, we at Sorry Works! are willing to bet the number of providers who actually want to disclosure is even lower than two-thirds. Yet, the study illustrates the progress we've made - now we need to work with hospitals, large medical practices, and insurers to develop actual Sorry Works! programs to help nervous providers do the right thing post-adverse event.
Finally, an additional editorial message from Sorry Works! to our friends in the UK, Canada and elsewhere: When a doctor makes a mistake, error, and/or breaches the standard of care, an apology which includes an admission of fault is necessary and the best course of action. No wonder providers are confused when they read dribble such as the following you will find in the article below:
"Dr. Bown added that another reason for the lack of openness with patients about mistakes was the continuing widespread belief among medical professionals that acknowledging and apologising for errors amounted to an admission of liability. The 2006 Compensation Act specifically states that this is not the case.
How could a true apology and acknowledgement of an error not be an admission or liability or fault?? Makes no sense whatsoever! Let's be clear: If a medical professional and/or hospital makes a mistake, that mistake must be owned, which absolutely means admitting liability/fault and making quick efforts to failry compensate patients/families with both economic and non-economic means. Clearly, The 2006 Compensation Act needs to be revisited. The Canadian Disclosure Guidelines, released this summer, also need to be revisited because it coaches against using simple truth-telling words like "error" or "mistake" and also coaches to use the word "regret" in place of "sorry."
In conclusion: A good Sorry Works! program teaches people how to tell the truth and pro-actively fixed problems in order to avoid litigation but also - and most importantly - attain quicker and more meaningful healing for all the involved parties.
Most Doctors Say Patients Are Less Likely To Sue If They Receive An Apology, New Survey, Medical Protection Society, UK
Medical News Today
29 Oct 2008
More than 90 per cent of medical professionals believe patients are less likely to sue after being the victim of a mistake if they receive an apology and explanation for the error, according to a new survey by the Medical Protection Society.
Nearly 90 per cent of the 700 professionals questioned by the leading provider of comprehensive professional indemnity and support to health professionals around the world said patients are more likely to complain now than five years ago. But more than 55 per cent said what motivated people most in doing this was simply the desire for an apology and explanation.
This finding easily outstripped the percentages who felt complainants' prime motivations were the desire for compensation (24 per cent), to see those involved punished (11 per cent), or to prevent the incident recurring (10 per cent).
Yet only just over two thirds (68 cent) of the professionals questioned by the Medical Protection Society (MPS) said doctors are willing to be open with patients when something goes wrong.
Dr Stephanie Bown, MPS director of communications and policy, said: "We have long encouraged medical professionals to be open with patients about their mistakes. That is why we support initiatives aimed at promoting this transparency, such as the National Patient Safety Agency's Being Open policy, and the NHS Litigation Agency's circular on apologies and explanations.
"Our reasons for advocating this openness are multiple and go way beyond the fact that it can prevent formal complaints arising. It is nonetheless encouraging to see so many medical professionals recognising how powerful holding their hands up can be in this respect. That is because they understand that most patients who make complaints about medical errors just want to understand what happened and why."
"The percentage who feel doctors in general are still unwilling to be open with patients is a concern. We know there is widespread and understandable fear among professionals about facing disciplinary action over errors when it is not necessarily appropriate, especially in the current climate of multiple jeopardy which means they can be punished more than once for the same mistake.
"It would be far better, in our view, if this 'blame culture' could be reduced and those delivering healthcare made to feel more confident about admitting errors - which we all know are inevitable - through having the assurance that these will be dealt with fairly and proportionately."
Dr. Bown said this culture of blame was perpetuating secrecy in the health sector, with practitioners covering up their own errors and those of others. This had the effect of many professionals not only being fearful of admitting mistakes to patients but avoiding discussing them with colleagues too.
She said: "The situation identified in our survey highlights how hard it can be to change a culture, a task which requires a change in attitudes, values and behaviours. But new policies and procedures are often essential precursors to these more fundamental shifts and, in our view, one key lesson of the survey is the need for the authorities to implement such changes such as the 'Being Open' policy advocated by NPSA.
"This climate of fear compounds the emotional and psychological damage practitioners can experience through making errors in the first place, which is partly due to a lack of preparedness, caused by the scarcity of training about dealing with adverse events within the profession."
Dr. Bown added that another reason for the lack of openness with patients about mistakes was the continuing widespread belief among medical professionals that acknowledging and apologising for errors amounted to an admission of liability. The 2006 Compensation Act specifically states that this is not the case.
She concluded: "We will continue to encourage the medical profession to be more forthcoming when errors have been made. In many ways the most important justification for advocating openness is the fundamental one that everybody makes mistakes and admitting them is morally the right thing to do." v Further information about MPS can be found on http://www.medicalprotection.org/uk. About MPS The Medical Protection Society is the leading provider of comprehensive professional indemnity and expert advice to doctors, dentists and health professionals around the world. We are a mutual, not-for-profit organisation offering more than 250,000 members help with legal and ethical problems that arise from their professional practice. This includes clinical negligence claims, complaints, medical council inquiries, legal and ethical dilemmas, disciplinary procedures, inquests and fatal-accident inquiries. Fairness is at the heart of how we conduct our business. We actively protect and promote the interests of members and the wider profession. Equally, we believe that patients who have suffered harm from negligent treatment should receive fair compensation. We promote safer practice by running risk management and education programmes to reduce avoidable harm. MPS is not an insurance company. The benefits of membership are discretionary - this allows us the flexibility to provide help and support even in unusual circumstances. http://www.medicalprotection.org/uk Source Debbie Clarke Account Manager Brahm Ltd http://www.brahm.com
SORRY WORKS! BOOKS FOR THE HOLIDAYS - ECONOMICAL GIFTS
Hard to believe it, but the Holidays are right around the corner. With a tight economy you'll need to find reasonably priced gifts for the healthcare, insurance, and legal professionals on your list. Enter the Sorry Works! Book. For the $23.50 per copy, you can provide the "how-to" manual on disclosure and apology. The book also includes a stylish bookmark with disclosure tips. Furthermore, bulk discounts are available for large orders.
You won't find a more meaningful gift or more appreciated gift for the price. To order individual copies visit this link: http://www.sorryworks.net/booksoon.phtml. To make a bulk purchase, e-mail doug@sorryworks.net or call 618- 559-8168.
Happy Holidays!
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