There is a lot of talk lately in the media and within the healthcare industry about apologizing when things go wrong. The talk is is that this is a NEW approach. Does anyone else see anything wrong with this? Why is this a new approach? Shouldn't this have been the approach all along? Being human and admitting one's mistakes and having compassion for people and families is a new approach?? Ugh!
This is where publics relations and the legal world collide. As mentioned in this Indianapolis Star article that I read that prompted this post, such an apology approach would have been unheard of years ago because "lawyers and insurance companies would not have allowed it and hospitals would have feared a backlash."
Now, I understand the reasons for refraining from disclosing information...the admission of guilt would be devastating to a legal case and to insurance costs. But, if the incident truly occured, isn't it going to come out in court/arbitration anyway...and why not be open and honest and compassionate with people right from the start?
I think about it like this... If I were to borrow a friend's sweater, wear it and accidently spill something on it to the point that it is irreparable, would I simply give it back, ruined and not explain what happened, apologize or offer to compensate her? OR if I were to be driving and hit a bicyclist and hurt him/her, would I simply drive off and not stop, call 911, get help, apologize to the person and the person's family and offer to be by their side throughout the process and eventually have to talk through what happened and show how sorry and distraught I was? Of course I would not just give back the sweater or drive off. I would apologize and do the right thing. And most people would in those situations. So why have hospitals and doctors have done this for so long? Fear, legal departments and comprising integrity.
Well, I think it is awesome that hospitals are wanting to start to do the right thing and get back to treating people with respect. This will go a long way with their patients, patients' families and for their reputations. I am glad to see that legal folks and PR people are sitting down and coming together on what is right . Afterall, ethical behavior = PR, lies = spin, and when dealing with human life, no one appreciates spin.
Unfortunately, today in the medical field, apologies just might have to be accepted. We all know that the Baby Boomers have reached (most) elderly age, and some dont have any retirement plan for their use. This leaves our nations elderly to receive social security. When a person reaches this stage in there life, and has to depend on others for survival, they sign there life, and the paycheck away to live in the nursing homes and to be serviced in the hospitals that tax payers (including them at one time) pay for. In state ran nursinghomes...when things get bad, and i have seen them bad, what are we really to do? If we close the home where would all the patients on medicaid go? Do we simply set them out to fend for themselves, virtually impossible if youre dependant on someone for survival. Is it right for us to keep accepting apologies from the medical field? No Should the state stand up and look at their facilities more carefuly? Yes. Is there anything else we can hope for to happen for the better for our elderly? I sure hope so in the future.
Posted by: Elizabeth Johnson | Thursday, March 15, 2007 at 04:02 PM