WHAT EVERY PHYSICIAN

NEEDS TO KNOW: COMMUNICATING WITH PATIENTS AFTER

ADVERSE OUTCOMES

1 EXPRESSIONS OF EMPATHY OR

SYMPATHY

• Healthcareprofessionalsoftenstrugglewithhowtocommunicatewithpatientsafteradverseoutcomes.Theseslidesoffertipsonexpressingempathyandcompassionwhilehelpingpatientsunderstandtheirsituation.

2 PLAN

• Ifpossible,thinkaboutandplanwhatyouwillsaybeforeyoumeetwiththepatient.Writedownthemainpointsyouwanttodiscuss.

• Putyourselfintheplaceofthepatientorthefamily.Whatwouldyouwanttohearandknowifyouwereinthesamesituation?

3 PREPARE

• Memorizethefirstfewsentencessoyoucangetbythosefirstfewmomentsofjitteriness.Whileyoudon’twantyourcommentstocomeacrossasrehearsedorstiff,youdon’twanttoloseyourtrainofthought.

• Bereadytoexplainwhycertainthingsinvolvingthesituationareunknown.Alsotellthepatientthatstepsarebeingtakentofindoutwhathappened.

3 PREPARE

(Continued)• Whenappropriate,explainthatthereareinherentrisksinperformingproceduresandsurgeries.Ifnecessary,referbacktotheconsentdiscussionwhererisks,benefits,andalternativeswereexplained.

4• Ifpossible,themeetingshouldoccurinaquietlocationtoavoidinterruptions.

• Ifthemeetingisatthebedside,besuretoinstructthenursingstaffthatyouwillneedsomeprivacy.Chooseatimewhenvisitors,hospitalstaff,orothersareunlikelytoentertheroom.

LOCATION/SETTING

5 ATTENDEES

• Themeetingshouldbebetweenyou,thepatient,andthepatient’sspouseoradultchildren.Thosepersonsoftenplayasignificantroleinmakingfuturedecisions.

• Itmaybebeneficialtoaskthemtodesignateaspecificpersonasthespokespersonorcontactperson.

5 ATTENDEES

(Continued)• Ifthepatientisnotcompetent,themeetingshouldbewiththoseresponsibleforthepatient’saffairs.Reviewthepatient’schartforthenameofacontactpersonbeforeanydiscussionswithfamilymembers.

6 CLOSING

• Donotrushthings,butdon’tprolongthemeetingbymakingunnecessarilylengthyorrepetitivestatements.

• Don’tfeelcompelledtofillanuncomfortablesilence.Thepatientneedsclosure,soletthepatienttalk.

6 CLOSING

(Continued)• Whenyousensethediscussioniscomingtoaclose,askthepatientifthereisanythingfurthertodiscuss.Advisethatfurtherdiscussionswilloccurasotherinformationdevelopsoriftherearequestions.

• Concludethemeetingbythankingthepatientformeetingwithyouandencouragingongoingcommunication.Assurethepatientthatyourdoorisalwaysopen.

7 PROTECTION FOR A NEW ERA OF

MEDICINEABOUT TMLT:Withmorethan17,500physiciansinitscare,TexasMedicalLiabilityTrust(TMLT)providesmalpracticeinsuranceandrelatedproductstophysicians.Ourpurposeistomakeapositiveimpactonthequalityofhealthcareforpatientsbyeducating,protecting,anddefendingphysicians.www.tmlt.org

Find us on: