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A Comprehensive Response to Patient Incidents:The Seven Pillars. McDonald et alQuality and Safety in Health Care [accepted]
Reporting InvestigationCommunicationApology with remediationProcess and performance improvementData tracking and analysisEducation – of the entire process
Reporting – incidents, provider behavior Investigation – have critical pieces of
informationCommunication – teach and provide feedbackApology with remediation - assessmentProcess and performance improvementEducation – inspire and motivate
Why is this so important? > 250 Patient Communication Consults >50 cases of unnecessary harm with apology Over 190 performance improvementOver 190 performance improvement Several cases [6] with $ added to waiver of bill One lawsuit with inability to agree on damages