Why Apologizing Is ImportantWhether the person experienced a serious injury or was simply inconvenienced, if errors or system failurescontributed to patient harm, you should apologize.*As challenging as it can be, giving a sincere apology canbe immeasurably healing to the patient and to you, the caregiver, if it comes from the heart.After an adverse event, a genuine apology helps to restore the patient's dignity and begin the emotionalhealing process for both the patient and the staff member(s) involved. According to psychiatrist andresearcher Aaron Lazare, apologizing provides10 healing mechanisms:1Restoration of self-respect and dignityFeeling cared forRestoration of powerSuffering in the offenderValidation that the offense occurredDesignation of faultAssurance of shared valuesEntering into a dialogueReparationsA promise for the future Show
As with the initial communication after the adverse event, the physician responsible for the patient’s care istypically the most suitable person to deliver the apology. However, sometimes another health careprofessional or administrator is more appropriate for this role, such as the nurse who made the error or astaff member who already has a relationship with the patient and family.Often, the apology should be a joint effort; for example, the person who made the error and an attendingphysician could meet with the patient together.The Structure of an ApologyYou know you need to apologize, but how? Apologizing is not something that comes naturally to manypeople; thus, it is a skill you need to learn and practice.Lazare describes four components of an effective apology; when an apology is ineffective, you caninvariably locate the defect in one or more of these four parts:1AcknowledgmentThis should include the identity of the participant(s), appropriate details of theevent, and validation that the behavior was unacceptable.“I feel responsible for this event that should not havehappened, and I want to restore to you the support youdeserve.”ExplanationThe speaker must provide an honest reason for what happened and acceptresponsibility, making it clear the patient did not do anything wrong.Sometimes saying “there is just no excuse for what happened” can be the most“Let me tell you what I know happened, withoutspeculation, and I promise to report more to you as itbecomes known. It’s my fault that this happened honest and dignified explanation.because I made a mistake.”Expression of remorse, shame, and humilityIn this context, remorse is a deep sense of regret. Shame is the emotionassociated with failing to live up to one’s standards. Humility isacknowledging your own limitations and flaws as a human being.“Please know that I am very sorry and feel awful aboutthis. My goal is the same as yours: to make sure you getthe best care possible.”ReparationHow will providers make amends for the wrong? Reparation can range from anearly scheduling of the next appointment to a financial settlement. Patients When discussing the event with Mrs. Bernardo, the most appropriate initial commentwould be:"How is your pain?"Why is it important for Janice to apologize to Mrs. Bernardo for the delay in her painmedication? Which one of Aaron Lazare's four components of an apology is missing in Janice'sapology? When giving an explanation for why an adverse event happened, it can sometimes be agood idea to:  The caregivers involved in the errorWhen your supervisor informs you about what happened, you go numb thinking aboutthose six hours and the cost to the patient. What should ideally happen? Why is it important for the organization to offer you help and support at this time? Based on what you know about the incident, which of the following statements seems tobe a fundamental attribution error? "The HUC almost killed someone yesterday because she doesn't pay enough attention."Which of the following is a support mechanism that might be available to caregiversafter traumatic events? Why should a RCA be conducted by a team rather than by an individual? The heart of the RCA process is: Newly uploaded documentsWhy is it important to communicate with the patient about this event quizlet?Why is it important to communicate with the patient about this event? Open sharing of this type of information is necessary if patients are to trust their caregivers.
When giving an explanation for why an adverse event happened it can sometimes be a good idea t?Which one of Aaron Lazare's four components of an apology is missing in Janice's apology? When giving an explanation for why an adverse event happened, it can sometimes be a good idea to: Say something like, "There is just no excuse for what happened."
Who of the following people might be appropriate to include in an initial conversation with a patient about a medical error in their care ?\?The best person to have an initial conversation with a patient after something goes wrong is the physician who is responsible for the patient's care or someone who is familiar with the patient, his or her clinical condition, and future treatment options.
Which of the following is the best explanation for why caregivers involved in medical errors are second victims According to Dr Albert Wu ?'?Which of the following is the best explanation for why caregivers involved in medical errors are "second victims" according to Dr. Albert Wu? They experience their own trauma. As the Health Unit Coordinator (HUC), it is your job to enter orders from providers into the computer system.
What is the ultimate purpose of conducting RCA2 after an adverse event?The purpose of an RCA2 review is to identify system vulnerabilities so that they can be eliminated or mitigated; the review is not to be used to focus on or address individual performance, since individual performance is a symptom of larger systems-based issues.
Which of the following is true regarding communication about adverse events with patients quizlet?Which of the following is true regarding communication about adverse events with patients? The best answer is B. In some cases, the care team may decide for medical reasons to defer communication with a patient about an upsetting incident.
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Why is it important for janice to apologize to mrs. bernardo for the delay in her pain medication?
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