boxcuttersinc: Beyond standard healthcare thinking
boxcuttersinc, is Michael Wong’s blog in which he discusses healthcare topics by thinking differently—outside of the box, if you will. I have commented on many of his posts before and even had the pleasure of being included with him in an article, about patient compliance, which is to be featured by the Washington Post. I am always impressed with his attention to detail and his contemplation of the comments I make on his blog.
He took the time to actually research a statement I made based upon a feeling I had regarding his recent post about errors:
Is the US healthcare system too litigious or too careless?
As healthcare providers, we should all be familiar with the study from the Institute of Medicine (IOM) – “To Err is Human: Building a Safer Health System”. Since medical errors are going to occur, despite our best efforts, it is important that they be addressed properly. I feel that if we take responsibility for errors, express our concern and apologize for them, treat patients as human beings, rather than just another bed, than lawsuits would surely decline.
Apparently I am right.
You can read the blog post in which Michael answers the question:
Does saying “sorry” to a medical error increase or decrease liability?
It is awesome to know that there is research backing this “gut feeling” of mine. What amounts to common sense to me does require evidence in order to be adopted in practice.
People just want to be acknowledge and have their concerns addressed. While it is about money to some, to most its just about “compensation” and compensation doesn’t always mean cash. Validation that a wrong done to them and apologies, I feel, are often all that would be required to calm many messy lawsuits. My husband has recently adopted a motto “Through understanding, we never have to get upset.”
I think he is right.
Far too often we jump to conclusions and make assumptions without first trying to understand. Most people understand the tendency of human error and will be forgiving when given the opportunity to do so. The denial and brush off is what most people sue for. Having your needs and concerns validated are at the very core of your emotional state.
Image via Wikipedia
Maslow’s hierarchy of needs states that safety and security are most important after your basic physiological needs are met. This is followed by love and belong. Admission of errors can fall into both of these categories. The need for safety is met because now you know that the practitioners are more aware of your medical state and potential issues that may arise. The need for love/belonging is addressed when the practitioners acknowledge your feelings, treat you with humanity, and embrace you with care and compassion. The error becomes moot
Arrogance an denial are what are hated the most. There are fewer things worse than a liar, and denial of the truth or the absence of full-disclosure may be view as nothing short of lying to many.
If we can adopt the philosophy of honesty is the best policy, both as healthcare providers and as human beings, we would all be much better off.
At least that’s my humble opinion, but it sure is nice to know that evidence supports it. Having the confirmation that a need a desire to do the right thing is rewarded is motivating and inspiring.
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