Patient Love Means Saying You’re Sorry

This post has been moved:  http://beyondgrandrounds.wordpress.com/2009/07/24/patient-love-means-saying-youre-sorry/

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One thought on “Patient Love Means Saying You’re Sorry

  1. Thanks for pointing me to you blog, Trisha. I will definitely include you on my blog-roll and have picked you up on Twitter.

    Transparency and disclosure are key elements needed to make healthcare the reliable industry it can, and should, be. You’ve said many helpful things here. The idea that a mistake–akin to what the average citizen makes on a routine day–can kill if made by a healthcare professional is one that needs more vetting. The reason that airplances don’t crash is that the aviation industry assumes humans are fallible and designs processes that mitigate the potential for human errors to cause harm. (It doesn’t mean that a plane doesn’t rely on a skilled operator, but the high consequence points have far tighter designs and constraints than anything we routinely use in healthcare.) An important “next-step” in healthcare will be for providers to recognize their fallibility and embrace processes that “slow them down.”

    I just finished reading David Marx’ book “Whack-a-Mole” in which he meticulously describes the consequences we all–patients and providers–pay for expecting perfection. Highly satsifying read! Take care and thanks for your good work!

    Barb

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