Sorry Works! Fall Presented by: Doug Wojcieszak, Sorry Works! Founder
|
|
|
- Bernice Hubbard
- 6 years ago
- Views:
Transcription
1 Sorry Works! Fall 2016 Presented by: Doug Wojcieszak, Sorry Works! Founder
2 Scenario To Consider.. Mrs. Woods is a 53-year old woman who goes to the hospital for a CT-guided biopsy of the liver. Mrs. Woods believes the test shouldn t be a big deal, so she tells her husband to go the mall across the street and do some shopping. The technician assures Mr. Woods she will call him when the test is complete. Mr. Woods is standing in the mall when his cell phone rings. He answers to hear a nurse frantically screaming, Come quickly! When Mr. Woods gets to the hospital he learns his wife is dead.
3 Challenges for Disclosure Getting disclosure message to all front-line staff. Leadership consistently hitting the finish line, not just on clear cut cases but also gray cases. Not stumbling over compensation piece. Developing and Sustaining a Formal Disclosure Program
4 Agenda for Today Teaching Disclosure to Front- Line Staff Getting connected pre-event, staying connected post-event Sit down, say sorry, then call someone Don t be the BUT Resolving a case with leadership
5 Teaching Disclosure to Front-Line Staff
6 So, why do we do disclosure? And, how do you communicate effectively post-event and stay connected with customers without prematurely admitting fault?
7 Why Do We Do Disclosure?? Ethical right thing to do. Of course! It s what we all want as consumers. Also, smart thing to do! Shown to reduce lawsuits and litigation expenses and other acts of revenge (calling govtor media, social media, etc), which saves $$$ Shown to increase patient and resident safety learn from events Shown to provide closure for all stakeholders, including clinicians ---2 nd victim issue
8 So, how does this stuff actually work? And, again, how do you communicate effectively post-event and stay connected with patients/families withoutprematurely admitting fault??
9 Understanding Empathy vs. Apology Empathy: I m sorry this happened...i feel bad for you... Apology: I m sorry I made this mistake...it s my fault. Empathy appropriate 100% of time it s what people want; apology appropriate only after a review All about staying connected post-event, and being pro-active RUN TO THE PROBLEM!
10 We can practice empathy every day!
11 Empathy after every day, little events. - I am sorry I am running late today.that must be frustrating for you. - I am sorry your dinner is late.i can see that is upsetting for you. - I am sorry your brother doesn t feel any better after the procedure that has to be frustrating. - I am sorry the TV has been broken in your mom s room let make a phone call and get this fixed right away. - I am sorry you have had to wait to go the bathroom let me help you.
12 Empathy after every day, little events. - Showing good body language - Active listening skills - Just giving the patient or family some time - TIP: Dealing with That Family - QUESTION: Have we failed to meet your expectations in any way? OR Was I able to do one thing to make you smile today? - Take away thought: Wrap into your patient experience/hcahps efforts getting connected pre-event; have a relationship to save post-event
13 Another way to practice empathy?
14 With each other! - Say you are sorry to each other for every day frustrations - Hard to build great relationships with patients and families if staff are mean and nasty to each other - Staff that doesn t work well together is more prone to making medical errors - Re-set your relationships: Philadelphia story
15 -All of this empathy & empathetic statements with patients, families, and each other on a daily basis is great practice for..
16 Adverse Events So, what do you do now?
17 Empathetic I m sorry Empathy: I m sorry this happened...i feel bad for you... Apology: I m sorry I made this mistake...it s my fault. Empathy appropriate 100% of time; apology appropriate only after a review Run to the problem, stay connected
18 Empathetic I m sorry Mrs. Smith, your mom s surgery is over and she is in the ICU. I know you were looking forward to taking her home in a few days and that you have a big birthday party planned with grandkids this weekend. However, I m sorry to tell you that the surgery didn t work out the way we expected. I m so sorry
19 Empathetic I m sorry I can only imagine how upsetting this must be for you. Please know we are doing a review and will begin reporting back to you by 3 pm tomorrow afternoon this review may take a few days or longer, but we will keep you posted
20 Empathetic I m sorry Please understand your mom is receiving the best care possible and we are going to keep you posted on her progress..
21 Empathetic I m sorry In the meantime, is there anything I can do for you? Food or transportation? Can I help make phone calls? Do you need a minister? Here s my business card.don t hesitate to call me. I feel so bad for you.i m sorry.
22 Empathetic I m sorry Who said it? It depends! Two people for moral support and witness function (if possible) Remember body language! Eighty-five percent of communication is how you say (versus what you say). Remember setting location!
23 Empathetic I m sorry What was said Speed: I m sorry should be provided as soon as possible after adverse event. Empathy personalized and feelings of patient/family acknowledged Date/time specific no mush statements next meeting is scheduled Taking the situation seriously Customer service elements things we can do now! Way to shift conversation! Staying connected!
24 Empathetic I m sorry What was NOTsaid: No Admission of fault yet! Do NOT prematurely admit fault or play retrospection game: Only admit fault afterinvestigation has proven a mistake occurred anderror has causation to the injury or death. Need to PAUSE!! Connecticut surgeon No jousting or speculation not time to throw colleagues under the bus! We (say I instead)
25 Empathetic I m sorry How do you document after empathy? The truth, the whole truth, and nothing but the truth! Write down what you said, anything the patient or family said, and promised next steps. No emotional statements or speculation & no derogatory remarks about patient, family, or colleagues. Flagging the chart or EMR
26 After the Empathy.Call Somebody! Immediately after empathetic I m sorry call somebody: Supervisor Administrator DON Risk Management.YES! HOTLINE NUMBERS EVERYWHERE MAKE IT EXCUSE PROOF Don t sit on it! Get help conducting the review. Continue to stay connected with patient/family.
27 Key messages/lessons for front-line staff: Sit down, say sorry, then call someone Don t be the BUT
28 Questions??
29 RESOLVING A CASE WITH HELP OF LEADERSHIP
30 Resolving A Case 3 Steps Step 1:(Key Fact #3) Empathetic I m sorry and customer service but no admission of fault not yet! No speculation. Just staying connected! Call for help (Key Fact #4) -PAUSE! - Step 2:Review with help of leadership Step 3: Resolution with help of leadership
31 Step 2: Review You and leadership should. Involve outside experts you don t want to look like you re grading your own papers! Move quickly! Shouldn t drag for months.longer it takes, less credible Stay in close contact with patient/family touch base at least once per week - Interview patient/family! Learn a lot!
32 Step 3: Resolution Review shows error You and leadership. Root cause analysis shows standard of care not met = error(s) or negligence Set meeting with patient/family and attorney Apologize and admit fault Explain what happened and fix Discuss upfront compensation
33 Step 3: Resolution Review shows noerror You and leadership. Root cause analysis shows standard of care was met = no error(s) or negligence Still meet with patient/family and attorney Empathize, answer questions, open records prove innocence Honesty Dividend
34 QUESTIONS?
35 Thank you for listening For more information visit Sorry Works! websiteat Or contact Doug Wojcieszak at or Thank you!
Sorry Works! Introduction to Disclosure & Apology. Winter-Spring Presented by: Doug Wojcieszak, Sorry Works! Founder
Sorry Works! Introduction to Disclosure & Apology Winter-Spring 2012 Presented by: Doug Wojcieszak, Sorry Works! Founder Cpt. Kirk s Kobayashi Maru Today s Med-Mal Environment You can t win.unless you
To err is human. When things go wrong: apology and communication. Apology and communication position statement
When things go wrong: apology and communication Kristi Eldredge R.N., J.D., CPHRM Senior Risk and Safety Consultant Fresident To err is human position statement To err is human. Mistakes are part of the
BENEVOLENT GESTURE MEDICAL PROFESSIONAL LIABILITY ACT: WHAT IT MEANS FOR LONG TERM CARE PROVIDERS
BENEVOLENT GESTURE MEDICAL PROFESSIONAL LIABILITY ACT: WHAT IT MEANS FOR Robert A. Evarts, Esquire Kennedy, PC Law Offices LONG TERM CARE PROVIDERS AGENDA 1. The Act 2. Who can offer a benevolent gesture?
9/15/2017. Linda Stimmel Wilson Elser Moskowitz Edelman & Dicker 901 Main Street, Suite 4800 Dallas, Texas
Linda Stimmel Wilson Elser Moskowitz Edelman & Dicker 901 Main Street, Suite 4800 Dallas, Texas 75202-3758 Linda.Stimmel@WilsonElser.com Educate attendees on the risks I have learned that are associated
Creating, Handling, and Terminating Patient Relationships
Creating, Handling, and Terminating Patient Relationships Compliance Bootcamp (5/16) This presentation is similar to any other legal education materials designed to provide general information on pertinent
To disclose, or not to disclose (a medication error) that is the question
To disclose, or not to disclose (a medication error) that is the question Jennifer L. Mazan, Pharm.D., Associate Professor of Pharmacy Practice Ana C. Quiñones-Boex, Ph.D., Associate Professor of Pharmacy
Guidelines for Disclosure Process. 1) Patient disclosure does not include:
Disclosing Serious Unanticipated Adverse Events Educational Guidelines for Washington University Physicians Adopted: June 21, 2007 Amended: March 18, 2008 Timely, honest and sustained communication with
working with an incredible panel for the SA presentation, I was a convert. The literature is now very convincing intervention, transparency,
From The Editor I have to admit that I had some healthy skepticism regarding the Disclosure & Apology movement until I hosted a panel on the subject at the 2012 ACEP Scientific Assembly (SA). The bottom
KIDS. Paul D. Vanchiere, MBA
KIDS Paul D. Vanchiere, MBA KIDS Overview Kindness Integrity Dignity Service Golden Rules The Patient is the most important person in our profession The Patient s needs are the purpose of our work
5.3. Advocacy and Medical Interpreters LEARNING OBJECTIVE 5.3 SECTION. Overview. Learning Content. What is advocacy?
Advocacy and Medical Interpreters SECTION 5.3 LEARNING OBJECTIVE 5.3 After completing this section, you will be able to: Apply a decision-making protocol for advocacy to medical interpreting. DEFINITION
CHATS COMMUNITY & HOME ASSISTANCE TO SENIORS POLICIES & PROCEDURES. APPROVED BY: Chief Executive Officer NUMBER: 3-D-24
Page 1 of 16 DISCLOSURE OF INCIDENTS, ADVERSE, AND SENTINEL EVENTS Formerly Disclosure DEFINITION Disclosure includes the acknowledgement and discussion of the incident, potential or actual outcomes, and
Preparing for your SJT Susie Edwards
Preparing for your SJT Susie Edwards Plan Quick overview of the SJT Focusing on scoring and the numbers bit What is actually being tested? Patterns and themes Extra information 11/24/2016 2 What is SJT?
Solution: Service Recovery
It s not the employer who pays the wages. It s the customer who pays the wages. The employer only handles the money. Henry Ford When patients receive excellence care and service: They are more likely to
Disclosure of Adverse Events and Medical Errors. Albert W. Wu, MD, MPH
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike License. Your use of this material constitutes acceptance of that license and the conditions of use of materials on this
DESC Script. E Express your concerns about the action. S Suggest other alternatives. C Consequences should be stated
DESC Script What is it? A structured, assertive, communication approach for managing and resolving conflict. D Describ e the specific situation ti E Express your concerns about the action S Suggest other
STATEMENT OF REGINA LINARES. For 17 years, I worked at Salinas Valley Memorial Hospital. I scheduled hospital
STATEMENT OF REGINA LINARES For 17 years, I worked at Salinas Valley Memorial Hospital. I scheduled hospital surgeries and procedures. I loved my job. I loved working with the hospital staff, the nurses,
Communication and Medical Malpractice
and Medical Malpractice Martin J. Stillman, M.D., J.D., F.A.C.P., F.C.L.M. Mediation and Conflict Resolution Officer, HCMC Assistant Chief, Department of Medicine, HCMC Medical Director, Medicine Clinic,
Strong Medicine Interview with Cheryl Webber, 20 June ILACQUA: This is Joan Ilacqua and today is June 20th, 2014.
Strong Medicine Interview with Cheryl Webber, 20 June 2014 ILACQUA: This is Joan Ilacqua and today is June 20th, 2014. I m here with Cheryl Weber at Tufts Medical Center. We re going to record an interview
Preparing for the SJT. Katie Dallison Medical Careers Consultant
Preparing for the SJT Katie Dallison Medical Careers Consultant What is SJT? In a Situational Judgement Test (SJT) applicants are presented with a set of hypothetical work relevant scenarios and asked
The CARE CERTIFICATE. Duty of Care. What you need to know. Standard THE CARE CERTIFICATE WORKBOOK
The CARE CERTIFICATE Duty of Care What you need to know Standard THE CARE CERTIFICATE WORKBOOK Duty of care You have a duty of care to all those receiving care and support in your workplace. This means
Station Name: Mrs. Smith. Issue: Transitioning to comfort measures only (CMO)
Station Name: Mrs. Smith Issue: Transitioning to comfort measures only (CMO) Presenting Situation: The physician will meet with Mrs. Smith s children to update them on her condition and determine the future
Patient / family. A need for damage control. A need to restore cordial relationship.
Restore patient relations conflict resolution and apply mediation for better patient and staff relations. Adverse events 74,400 to 1,243,200 / yr 98,000 death / yr 1 in 10 patients is harmed International
ESL Health Unit Unit Two The Hospital. Lesson Three Taking Charge While You Are in the Hospital
ESL Health Unit Unit Two The Hospital Lesson Three Taking Charge While You Are in the Hospital Reading and Writing Practice Advanced Beginning Goals for this lesson: Below are some of the goals of this
Disclosure noun dis clo sure \dis-ˈklō-zhər\ It will be one of the hardest conversations you will ever have
More than just disclosure Supporting residents following a harmful patient safety incident I do not have an affiliation (financial or otherwise) with a pharmaceutical, medical device or communications
RESPONDING TO PATIENTS AFTER ADVERSE EVENTS: UPDATE ON RECENT DEVELOPMENTS AND FUTURE DIRECTIONS
RESPONDING TO PATIENTS AFTER ADVERSE EVENTS: UPDATE ON RECENT DEVELOPMENTS AND FUTURE DIRECTIONS Thomas H. Gallagher, MD Professor and Associate Chair, Department of Medicine University of Washington Executive
CUSTOMER SERVICE & PATIENT EXPERIENCE
CUSTOMER SERVICE & PATIENT EXPERIENCE AGENDA Samaritan Mission & Vision: Our Calling PRIDE: Providing World-Class Care & Service Human Factors: Bad Hair Days? GREAT Customer Service at SHS: Inside and
Leadership Forum: Promoting a Culture of Safety
Leadership Forum: Promoting a Culture of Safety Dates: 5/10, 5/13 and 5/14 (Note: All sessions at the InterContinental Hotel) Times: 4-hour sessions (Note: Participants only attend 1 session) o Morning
Rosa Rosario Scenario. Quinton Quinoñes
Quinton Quinoñes Your life: You are the Qualified Mental Retardation Professional (QMRP) at Red River Valley. You serve as a resident advocate, making recommendations for each resident s activity plan.
Disclosure of unanticipated outcomes
Special Report MIEC Claims Alert Number 33 April 2002 California version Disclosure of unanticipated outcomes A policy is required When you must disclose an unanticipated outcome Summary To reach MIEC
For Medical Disclosure and Transparency
For Medical Disclosure and Transparency Presented by: Jessica Scott, MD, JD Foreword by: Dale Micalizzi Founder/Director of Justin s Hope 24 th Annual National Forum on Quality Improvement in Health Care
Human resources. OR Manager Vol. 29 No. 5 May 2013
Human resources Second victim rapid-response team helps fellow clinicians recover from trauma One Friday evening at University of Missouri Health System (MUHS) in Columbia, Missouri, Tony*, an RN with
1. He stated he had been treated with the utmost respect and professionalism by (b) (6)
13 OCT 17 NO. OF VETERAN BRIEF STATEMENT OF INFORMATION REQUESTED AND GIVEN: Task # T18-0146 - VA IQ Assignment--Parent Workflow ID 7845600/ Veteran s Inquiry: compliments: stated he is a Vietnam Veteran,
Understanding Health Care in America An introduction for immigrant patients
Patient Education Understanding Health Care in America An introduction for immigrant patients The health care system in the United States is complex. Some parts of the system are different in different
ANATOMY OF AN OBSTETRIC LOSS HEALING THE FAMILIES AND OURSELVES
ANATOMY OF AN OBSTETRIC LOSS HEALING THE FAMILIES AND OURSELVES Cynthia Chazotte, MD, FACOG Montefiore Medical Center Albert Einstein College of Medicine CONFLICT OF INTEREST DISCLOSURE STATEMENT I have
Emotional Intelligence in the Perioperative Setting
Nursing Care Group Emotional Intelligence in the Perioperative Setting Jan Vincent P. Cabasag, MAN, RN 5 July 2015 Operating Room Nursing Association of the Phil., Inc. Manila Hotel Quick Emotional Intelligence
COLLEGE OF PHYSICIANS AND SURGEONS OF NOVA SCOTIA SUMMARY OF DECISION OF INVESTIGATION COMMITTEE D. Dr. Courtney Mazeroll
COLLEGE OF PHYSICIANS AND SURGEONS OF NOVA SCOTIA SUMMARY OF DECISION OF INVESTIGATION COMMITTEE D Dr. Courtney Mazeroll OVERVIEW Dr. Courtney Mazeroll is a family physician, licensed to practise medicine
UK Moral Distress Education Project Vicki Lachman, Ph.D., MBE, APRN, FAAN Interviewed March 2013
UK Moral Distress Education Project Vicki Lachman, Ph.D., MBE, APRN, FAAN Interviewed March 2013 TELL US YOUR NAME, THE ORGANIZATION YOU RE WITH AND SOME OF THE ASPECTS OF YOUR DAILY ACTIVITIES. My name
Regulatory Compliance Policy No. COMP-RCC 4.60 Title:
I. SCOPE: Regulatory Compliance Policy No. COMP-RCC 4.60 Page: 1 of 6 This policy applies to (1) Tenet Healthcare Corporation and its wholly-owned subsidiaries and affiliates (each, an Affiliate ); (2)
Open Disclosure. Insert Logo Here. For more information, contact:
Open Disclosure What s it about? Encouraging open and effective communication with patients. Acknowledging that adverse events causing harm occur. Saying sorry to the patient for any harm suffered during
Respondeat Superior Tort Liability in Hospital Practice: An Emerging Problem in East and Central Africa
Respondeat Superior Tort Liability in Hospital Practice: An Emerging Problem in East and Central Africa Prof. John Adwok Chairman South Sudan General Medical Council Respondeat Superior A legal doctrine
How Should Surgeons Deal With Other Surgeons Errors?
How Should Surgeons Deal With Other Surgeons Errors? John W. C. Entwistle III, MD PhD Associate Professor of Surgery Thomas Jefferson University April 25, 2015 Conflicts I have no conflicts relevant to
When and How to Introduce Palliative Care
When and How to Introduce Palliative Care Phil Rodgers, MD FAAHPM Associate Professor, Departments of Family Medicine and Internal Medicine Associate Director for Clinical Services, Adult Palliative Medicine
Understanding the role of the Sepsis nurse. Implications for Practice. Professor Mark Radford Chief Nursing Officer
Understanding the role of the Sepsis nurse Implications for Practice Professor Mark Radford Chief Nursing Officer UHCW 1400 beds Two sites Regional centre MTC, Cardiac, Neuro, Transplant Teaching hospital
Department of Safety vs. Lt. Clement Jarrett
University of Tennessee, Knoxville Trace: Tennessee Research and Creative Exchange Tennessee Department of State, Opinions from the Administrative Procedures Division Law 1-23-2008 Department of Safety
Speech to UNISON s Health Conference (25/04/2016)
Speech to UNISON s Health Conference (25/04/2016) Thank you Wendy. It's a pleasure to be here today and to be addressing my first Unison Health Care Conference as Labour s Shadow Secretary of State for
5 TIPS FOR RESPONDING TO ANGRY PATIENTS
Billing & Reimbursement Revenue Cycle Management 5 TIPS FOR RESPONDING TO ANGRY PATIENTS Billing and Reimbursement for Physician Offices, Ambulatory Surgery Centers and Hospitals Billings & Reimbursements
Innovative Techniques for Residents to Improve Safety
Innovative Techniques for Residents to Improve Safety Eugene Terry, MD Modified from Tammy Lundsrum,MD www.mihealthandsafety.org/presentations/lundstrom.ppt What is a Safety Culture And how is it achieved?
RISK MANAGEMENT PRESENTATION TO RNAO:
RISK MANAGEMENT PRESENTATION TO RNAO: NURSING LIABILITY AND WHAT TO DO IF I RECEIVE A CLAIM? Jessica Seppi AVP and Underwriting Counsel November 18, 2015 Liberty International Underwriters DISCLAIMER The
Superior Labrum Biceps Complex in Overhead Athletes
How I talk to Patients about Poor Outcomes Professor, Department of Orthopedics Head, Section of Shoulder and Elbow Surgery Team Physician, Chicago White Sox and Bulls Chief Medical Editor, Orthopaedics
Helping the Conversation to Flow. Communication Skills
VERSION 1.1 Communication Skills 3 Helping the Conversation to Flow PART OF THE FIRST 33 HOURS PROGRAMME FOR NEW VOLUNTEERS AT CAMBRIDGE UNIVERSITY HOSPITAL. Inspired by Brief Encounters by Joy Bray, Marion
Vignette Overviews To Be Used in Conjunction with Various ELNEC Modules
Vignette Overviews To Be Used in Conjunction with Various ELNEC Modules These vignettes have been developed to assist you in teaching various communication skills for participants attending an ELNEC course.
Foundations of Patient Safety and Interprofessional Practice Syllabus
Foundations of Patient Safety and Interprofessional Practice Syllabus ACADEMIC YEAR 2015-2016 COURSE DESCRIPTION This 1 credit course is designed for early health care learners from all OHSU schools and
End of life care in the acute hospital environment: Family members perspectives. Jade Odgers Manager Grampians Regional Palliative Care Team
End of life care in the acute hospital environment: Family members perspectives. Jade Odgers Manager Grampians Regional Palliative Care Team Why? How does a terminally ill patient with clearly documented
Auckland Pediatric Surgery Journal
Auckland Pediatric Surgery Journal Journal 2/9/2017: I ve been at the hospital for over a week now and continue to be surprised by the familiarity of it all. The day to day workings of the hospital are
Building the Foundation
Stop Cancellations! How to Deliver Total Patient Service AND keep your schedule under control. A Special Report by and CrownCouncil.info 800-276-9658 TotalPatientService.com 877-399-ToPS 1 Building the
Risky talk: How conversations advance safety cultures
Risky talk: How conversations advance safety cultures IHI 2016 Presenters: Joanne Zee, Clinical Director Brenda Kenefick, Director, Lean Process Improvement University Health Network What do you do In
Palliative Care Nursing: A Matter of Respect
NURSING Palliative Care Nursing: A Matter of Respect By PATRICIA RINGOS BEACH, MSN, RN, AOCN, ACHPN It was many years ago that our palliative care team was sitting around a table in a conference room with
ARH CHAPLAINCY SERVICES HOW TO DO HOSPITAL VISITATION
ARH CHAPLAINCY SERVICES HOW TO DO HOSPITAL VISITATION ARRIVAL AT THE HOSPITAL Ask to use the intercom at the Information desk. Announce I am Chaplain I will be visiting in the hospital for the next hour,
Communication Skills. Assignments textbook reading, pp workbook exercises, pp
15 3 Communication Skills 1. Define important words in this chapter 2. Explain types of communication 3. Explain barriers to communication 4. List ways that cultures impact communication 5. Identify the
Martin Nesbitt Tape 36. Q: You ve been NCNA s legislator of the year 3 times?
Martin Nesbitt Tape 36 Q: You ve been NCNA s legislator of the year 3 times? A: Well, it kinda fell upon me. I was named the chair of the study commission back in the 80s when we had the first nursing
Christensen & Kockrow: Foundations and Adult Health Nursing, 5 th Edition
Christensen & Kockrow: Foundations and Adult Health Nursing, 5 th Edition Test Bank Chapter 2: Legal and Ethical Aspects of Nursing MULTIPLE CHOICE 1. When a nurse becomes involved in a legal action, the
A 21 st Century System of Patient Safety and Medical Injury Compensation
A 21 st Century System of Patient Safety and Medical Injury Compensation Overview Our goal is to promote patient safety and reduce preventable errors and injuries. We want to replace our fault-based medical
10/13/2017. Transformational Care. Objectives. The Role of the Empathic Nurse
Transformational Care The Role of the Empathic Nurse Mary Coughlin MS, NNP, RNC-E President and Founder Caring Essentials Collaborative Boston, MA Objectives Upon completion of the learning session participants
Environmental Bankers Association. Mold/Water Damage Protocols
Environmental Bankers Association Mold/Water Damage Protocols Agenda Regulations / Industry Standards that govern Water/Mold Found Water/Mold now what? Qualifications of Consultants/ Labs Lending Stigma
Kathleen A. Bonvicini, MPH, EdD
MEDICAL ERROR CONVERSATIONS Kathleen A. Bonvicini, MPH, EdD CRITICAL CONVERSATIONS & RELATIONSHIPS Introduction The successful veterinary practice depends on strong leadership, a motivated and multi-skilled
May 10, Empathic Inquiry Webinar
Empathic Inquiry Webinar 1.Everyone is muted. Press *6 to mute yourself and *7 to unmute. 2.Remember to chat in questions! 3.Webinar is being recorded and will be posted on ROOTS Portal and sent out via
Disclosure of Adverse Patient Safety Events and Harm Kitty Grant Beth Kiley Risk Management/ Patient Safety Consultants Performance Excellence
Disclosure of Adverse Patient Safety Events and Harm Kitty Grant Beth Kiley Risk Management/ Patient Safety Consultants Performance Excellence Definitions: Adverse Patient Safety Event: A patient safety
Peer Review Example: Clinician 4 (Meets Expectations)
Peer Review Example: Clinician 4 (Meets Expectations) RBC- Self and Colleagues: I have observed Jane consistently role modeling team member safety through use of PPE/Goggles/safe patient handling practices,
CME Disclosure. Accreditation Statement. Designation of Credit. Disclosure Policy
CME Disclosure Accreditation Statement Studer Group is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians. Designation
Defending the Nursing Home and Assisted Living Case in the First 100 Days
Defending the Nursing Home and Assisted Living Case in the First 100 Days Albert Barclay Wong Drewry Simmons Vornehm, LLP 736 Hanover Place, Suite 200 Carmel, IN 46032 (317) 580-4848 BWong@dsvlaw.com Albert
Just Another Closed Head Injury Anatomy of a Lawsuit. Rob Canan RN EMTP
Just Another Closed Head Injury Anatomy of a Lawsuit Rob Canan RN EMTP Objectives: 1. Scare you 2. Challenge you 3. Help you see the goal Official Objectives: Understand the components of negligence Understand
Communicating with your patient about harm
Communicating with your patient about harm DISCLOSURE OF ADVERSE EVENTS Suggestions to help CMPA members meet their patients clinical, information and emotional needs after an adverse event THE DISCLOSURE
Learn Connect Succeed. JCAHPO Regional Meetings 2015
Learn Connect Succeed JCAHPO Regional Meetings 2015 Disclosures Identify and Manage Unhappy Patients Anne Menke, RN, PhD, has no financial disclosures. Anne M. Menke, RN, PhD FSO JCAHPO June 27, 2015 Why
Abbie Leibowitz, M.D., F.A.A.P, Health Advocate, Inc.
This Week In Medical Travel Today by Amanda Haar, Editor Volume 5, Issue 7 This week s issue is a good reminder of all factors affecting a consumer s choices for medical travel. The SPOTLIGHT interview
J.C. Blair Memorial Hospital Huntingdon, PA
J.C. Blair Memorial Hospital Huntingdon, PA Notice of Privacy Practices Effective Date: 4/14/03 Revised Date: 1/21/14 THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND
An Interview With. Thomas P. Lenox. Supervisory Special Agent, Drug Enforcement Administration. Interview by Roneet Lev, MD
An Interview With Thomas P. Lenox Supervisory Special Agent, Drug Enforcement Administration Interview by Roneet Lev, MD 24 april 2013 DPart 1 Dr. Lev: First of all, thank you for agreeing to be in San
Standards of Behavior
S A R A S OTA M E M O R I A L H E A LT H C A R E S Y S T E M We are TEAM SMH and these are our Quality & Safety I support Sarasota Memorial s efforts to provide a safe workplace and environment for high
Legal Issues facing Healthcare Employees. Medical Therapeutics Gibson County High School
Legal Issues facing Healthcare Employees Medical Therapeutics Gibson County High School Learning Objectives for Standard 2 Compare and contrast the specific laws and ethical issues that impact relationships
Restoring Honesty, Trust and Safety in Healthcare: Educating the Next Generation of Providers
Restoring Honesty, Trust and Safety in Healthcare: Educating the Next Generation of Providers Patient Safety and Reducing Your Risk for Malpractice Introductions Timothy McDonald, MD JD Professor, Anesthesiology
Communication and Resolution: The Massachusetts Experience. Institute for Healthcare Improvement December 13, 2017
Communication and Resolution: The Massachusetts Experience Institute for Healthcare Improvement December 13, 2017 Objectives Understand the merits of a CARe program and the data that supports its implementation
Running Head: PATIENT ADVOCACY 1. The Nurse as Patient Advocate. MUSC College of Nursing
Running Head: PATIENT ADVOCACY 1 The Nurse as Patient Advocate MUSC College of Nursing Running Head: PATIENT ADVOCACY 2 The Situation Seventy-eight year old Mr. A was a healthy individual. His only complaint
Patient Visit Tracking Toolkit
Dramatic Performance Improvement Patient Visit Tracking Toolkit A Bird s Eye View of Patient Experience Summary Instructions for Tracking Patient Visits. In redesign, it s imperative to truly understand
8/8/17. What is Nursing Jurisprudence? Nursing Jurisprudence for Advance Practice Registered Nurses in Texas
8/8/17 Nursing Jurisprudence for Advance Practice Registered Nurses in Texas Glenda Joiner-Rogers PhD, RN, AGCNS-BC Assistant Professor in Clinical Nursing The University of Texas at Austin School of Nursing
Patient-Centered Case Management Assessment & Patient Interview Techniques
Patient-Centered Case Management Assessment & Patient Interview Techniques Rose M. Turner, RN, BSN, ACM Thursday, January 8 th, 2015 The information provided in AHC Media Webinars does not, and is not
Part C: Section C.6. Leading a Debriefing Session. Part C: Managing Emotions After Difficult Patient Care Experiences
Part C: Section C.6 Leading a Debriefing Session Part C: Managing Emotions After Difficult Patient Care Experiences 1 Objectives o Identify situations following which debriefing sessions would be beneficial
South Dakota MGMA 2014
South Dakota MGMA 2014 Robert S. Thompson RT, JD, MBA, LLM, RPLU, CPCU Director of Education - MMIC 1 Topics for Today Risk Management & Malpractice Defined Claims Environment Patient Communication Communication/Teamwork
Research, Driving, Gambling, Sexuality
Ethics: Aging Research, Driving, Gambling, Sexuality Cell Phones and Pagers Please turn your cell phones off or turn the ringer down during the session. If you must answer a call, please be considerate
Dilemmas In Communication: Hospital Medicine
Dilemmas In Communication: Hospital Medicine Patrick Kneeland, MD Executive Medical Director for Patient and Provider Experience UCHealth Director of Quality, Safety, and Experience Division of Hospital
London Borough of Southwark
The Local Government Ombudsman s Annual Review London Borough of Southwark for the year ended 31 March 1 Local Government Ombudsmen (LGOs) provide a free, independent and impartial service. We consider
The Best Ways to Deal with a Disappointed Patient. By Physicians Practice Staff
The Best Ways to Deal with a Disappointed Patient By Physicians Practice Staff Stephen J. Rockower, MD, a North Bethesda, Md.-based orthopedic surgeon "Dealing with disappointed patients is a special challenge.
Click to edit Master title
Click to edit Master title Diagnostic Errors & Disclosure: Lessons style Learned Click to edit Master subtitle style Graham Billingham, MD, FACEP, FAAEM Chief Medical Officer, MedPro Group 5/30/2018 0
Truth-Telling. Bioethics Journal Club 19 October, 2017
Truth-Telling Bioethics Journal Club 19 October, 2017 Dr. Jacqueline Yuen Clinical Lecturer Department of Medicine and Therapeutics Chinese University of Hong Kong Case: Mrs. Kwok 88 yo F - Previously
Edna Evergreen Scenario. Lila Moore
Lila Moore Your life: You are Edna s daughter and her only living child. Your brother Billy died in a car accident several years ago and your father passed away last year. You re worried about your mother
Lone Worker Policy Children s Social Care, Bath and North East Somerset
Lone Worker Policy Children s Social Care, Bath and North East Somerset Policy Date: June 2017 Renewal Date: June 2020 1. Introduction. This policy sets out the approach of Bath and North East Somerset
Some Practical Tips on Being a Senior Pediatric Resident at McMaster
Some Practical Tips on Being a Senior Pediatric Resident at McMaster This document is meant to provide practical information to help Junior pediatric residents transition to the Senior pediatric resident
New York Law Journal. Thursday, December 30, Trial Advocacy, Medical Malpractice: Using Defendants' Evidence Against Them
New York Law Journal Thursday, December 30, 2004 HEADLINE: BYLINE: Trial Advocacy, Medical Malpractice: Using Defendants' Evidence Against Them Ben B. Rubinowitz and Evan Torgan BODY: Medical malpractice
Supporting Healing. Restoring Hope.
Session Code: M22 This presenter has nothing to disclose Supporting Healing. Restoring Hope. Linda K. Kenney President, MITSS (Medically Induced Trauma Support Services) IHI Forum, December 2013 Orlando,
DESCRIPTION OF SITUATION AND ENVIRONMENT IN WHICH INTERACTION TOOK PLACE:
STUDENT NAME: Angeline Barbato DESCRIPTION OF SITUATION AND ENVIRONMENT IN WHICH INTERACTION TOOK PLACE: The conversation took place in a closed and quiet examination room located in the emergency room.
Good decision making: Investigations and threshold criteria guidance
Investigations and threshold criteria guidance January 2018 The text of this document (but not the logo and branding) may be reproduced free of charge in any format or medium, as long as it is reproduced
Planning for your future care
Planning for your future care A GUIDE 81 2 Planning for your future care Planning for your future care A GUIDE There may be times in your life when you think about the consequences of becoming seriously