Apology and communication

59 Pages·2015·2.2 MB·English

When things
go wrong:
apology and
communication

Robert S. Thompson
RT, JD, MBA, LLM, RPLU, CPCU
Director of Education - MMIC

Copyright 2015 MMIC/UMIA • All rights reserved
To err
is human
Copyright 2015 MMIC/UMIA • All rights reserved
Apology and communication position statement
To err is human.
Mistakes are part of the
human condition.
Health care providers,
being human, make
mistakes.
The way they approach
their mistakes is what
matters most.

Copyright 2015 MMIC/UMIA • All rights reserved
Copyright 2015 MMIC/UMIA • All rights reserved
Copyright 2015 MMIC/UMIA • All rights reserved
“In the beginning, all I wanted were answers.
If someone had just talked to me,
none of this ever would have happened.”
Danielle Bellerose

Copyright 2015 MMIC/UMIA • All rights reserved
Apology and communication
“If they aren’t
“It’s amazing how “Time heals, but
telling me the truth
a doctor can alter it doesn’t heal
about this, what
your emotions... when there are
else aren’t they
to reach out so many
telling me the
and connect in questions that
truth about?”
human terms.” have not been

answered.”

“Incomplete
“The most
communication
overwhelming
actually created
emotion I felt
more stress and
was isolation.”
more concern.”

CRICO/RMF 2006 Film: “When things go wrong: Voices of patients and families”
Copyright 2015 MMIC/UMIA • All rights reserved
Apology and communication process
Why When Who
Next
What How
Steps
Copyright 2015 MMIC/UMIA • All rights reserved
Apology and communication

Why Not


Fear of inciting a lawsuit


Fear of tough conversations

Fear of vulnerability

Uncertainty of what to say/not to say

Waiting for a full investigation

Waiting for a lawsuit

Lack of leadership support
Copyright 2015 MMIC/UMIA • All rights reserved
Patients and
families hire
at torneys because
of a lack of
information and

feelings of

betrayal and
mistrust
Copyright 2015 MMIC/UMIA • All rights reserved