I had 2 doctor visits in 24 hours. Not as a patients advocate, helper or observer, but as a patient this time. There is probably nothing I dislike more than going to the doctor.
I have been suffering with allergies for months. Stuffy nose, sneezing, watery eyes, it just was not getting any better!
Last night I went to an allergist and was tested to learn I am allergic to almost every tree, plant and flower imaginable, my dog and probably some other things I lost track of. I entered the doctor’s office to be greeted by a large sign that told the patients how much doctors are paying for medical malpractice insurance. I wanted to walk right out since this doctor obviously felt that reading about his (their) high cost of medical malpractice insurance was my priority while I struggled to breathe, but instead I continued with the visit, that was interrupted by phone calls, conversations and a very distracted young doctor trying to answer everyone’s questions. She examined my arms, wrote some notes and prescriptions and told me to come back in a month. I don’t THINK so.
I’m surprised that some doctors act as if they are doing us a favor when in fact, I think I brought my business to her and wrote her a check!
This morning I kept my appointment with an ENT to see if there were other reasons for my chronic stuffy nose. How I found this doctor is really probably not written in any of the patient safety books……………….At a meeting of about 10 women, I apologized for my stuffy nose when one suggested I see this doctor. Upon hearing his name, many of the other women said they too use him and think he’s wonderful. So, ‘I must go see what he could do for me’ I thought and made an appointment.
I was uncomfortable that I could hear the conversation in the room next door clearly but it was a young child and I could hear he spoke in a genuinely loving manner to the patient and whatever family was in there with him.
I asked the doctor to tell me what he was doing, and each move he made, he explained it. The exam, x-rays and testing were all explained in detail and upon the results, he said he was going to make sure I understood what he said. He showed me diagrams, wrote down information and practiced “teach back” allowing me to try my new nasal spray. We went through my medications, options and even last nights prescriptions from the allergist so he could compare what he was recommending compared to these.
Little did he know what “baggage” I carried with me into his office. His office was right next door to the hospital where my son had his tonsillectomy that killed him years earlier. I saw the restaurant where we got coffee and breakfast during the surgery and the driveway where I rushed back with a bleeding child in my arms. He used the same “scope” on me that led my son to begin the downward spiral of medical treatment that would soon lead to him leaving us forever and my pain, so great, would cause me to spend the years that followed helping others understand how medical nightmares begin and that sometimes, they never end.
I was a “good” patient. I asked my questions and listened intently apologizing in my own mind for judging this kind and gentle doctor before I ever came to see him. I want so much to just go to the doctor like other people, ask my questions, be treated and leave. But, that could never happen. Forever I will be on guard, probably suffering from post traumatic stress that has not been recognized following a medical error.
Instead of just suffering, I use my experience and the experiences I have learned from the people who work in healthcare, patient safety and quality management and others who have suffered but so graciously share their experiences to try to help change the way healthcare is delivered and the way people are treated following an adverse event.
No, I don’t recommend doctors but I will keep my appointment with this one. I hope he will keep me as a patient! And maybe, his gentleness is what I need to get me through the trauma of a stuffy nose.
Tuesday, January 13, 2009
Monday, January 5, 2009
Communication
I was at a Queens, New York diner yesterday with some family from out of town. We were enjoying conversation but my cousin, who has been known for her bubbly personality, noticed that the waiter or the busboy would just come by and take things away without asking or, in one case got her order wrong because he may have assumed, she wanted something a certain way. I was surprised that bubbly doesn’t mean outspoken because when I suggested she bring her concerns to his attention, and ask for what she wanted, she wouldn’t. “It’s not that important” she told me.
Earlier in the day I heard a sermon from an out-of-town minister tell about her experience as a waitress and that people would wave their cups of coffee at her and she couldn’t possibly tell them that theirs was not her table. There needed to be enough waitresses at all times to respond to each waving cup of coffee.
I put this in some perspective of how we envision our healthcare system. Would the same people who would allow a waiter give the customer the wrong order also allow the wrong medication to slip though? If a customer is not outspoken enough to call attention to slow service at a diner, how are they going to speak up about a slow response in the hospital?
The culture may be for these people to be polite but given the appropriate tools for communication, everyone gets their needs met. We just haven’t found that tool for communication? Or have we and we are just not all using it? Visit
www.patientsafetyadvocate.org and see what PULSE is doing about communication.
Earlier in the day I heard a sermon from an out-of-town minister tell about her experience as a waitress and that people would wave their cups of coffee at her and she couldn’t possibly tell them that theirs was not her table. There needed to be enough waitresses at all times to respond to each waving cup of coffee.
I put this in some perspective of how we envision our healthcare system. Would the same people who would allow a waiter give the customer the wrong order also allow the wrong medication to slip though? If a customer is not outspoken enough to call attention to slow service at a diner, how are they going to speak up about a slow response in the hospital?
The culture may be for these people to be polite but given the appropriate tools for communication, everyone gets their needs met. We just haven’t found that tool for communication? Or have we and we are just not all using it? Visit
www.patientsafetyadvocate.org and see what PULSE is doing about communication.
Friday, January 2, 2009
Visit to the Nursing Home
I was invited to visit an elderly gentlemen in a nursing home. I was invited not by his elderly wife, but by their home aide. The woman who cares for the husband and wife daily was worried about the way the husband was being treated in the nursing home. The wife, she told me won’t ask questions and is too timid. The aide also said that when the husband calls for help at night, now that he is immobile following a stroke and then a fall, no one comes. She went on to tell me that the nurses were rude and wouldn’t answer questions. They feared for the safety of this elderly gentlemen, in his 90’s unable to care for himself.
When I visited, the elderly man was sleeping at 11:00 in the morning. He was more than just sleeping, it was pretty obvious to me that he was medicated. When he awoke for a moment, he said they did give him medication to make him sleep after he dirtied himself after breakfast.
I was waiting for the family to come and some friends stopped by to visit. They said he was never as bad as he was today. They feared something was dreadfully wrong. I didn’t mention my thought that he might be medicated but they came to the same conclusion.
When the wife came with their home care helper, a nurses aide came in. He was young and said he just stopped by to see if the patient needed anything. I asked him about bedsores and would he please remove the patients (I am not using names) socks so we can see if there are any bedsores, and, I asked him if he wouldn’t mind showing the patients wife and aide how the skin should look. He was happy to comply, removed the socks and gave the patient a foot and leg massage.
The family seemed surprised at how simple it was to ask. And, how graciously the aide explained bedsores and how they develop. We spoke about how he cares for the patient and stayed available to answer additional questions.
When I consulted with the family later, they said they have meetings with the social workers and dietician. Everyone involved in his care will be having a meeting next week. I suggested they write down their questions and keep notes that can be looked at later.
There were some areas of concern too, such as I couldn’t find any antibacterial hand cleaner and had to go find some at the nurses station. The patient had no water though he is supposed to have water at all times and the television from the neighbors bed was blasting loud, all things that families, of a younger generation may be more likely to speak up about or just take care of.
Patient advocacy is, in many cases generational and the culture needs to be addressed. It really is OK to show an interest in the patient by asking questions, learning from the medical staff and sharing what your expectations are.
Safety must start with conversation.
When I visited, the elderly man was sleeping at 11:00 in the morning. He was more than just sleeping, it was pretty obvious to me that he was medicated. When he awoke for a moment, he said they did give him medication to make him sleep after he dirtied himself after breakfast.
I was waiting for the family to come and some friends stopped by to visit. They said he was never as bad as he was today. They feared something was dreadfully wrong. I didn’t mention my thought that he might be medicated but they came to the same conclusion.
When the wife came with their home care helper, a nurses aide came in. He was young and said he just stopped by to see if the patient needed anything. I asked him about bedsores and would he please remove the patients (I am not using names) socks so we can see if there are any bedsores, and, I asked him if he wouldn’t mind showing the patients wife and aide how the skin should look. He was happy to comply, removed the socks and gave the patient a foot and leg massage.
The family seemed surprised at how simple it was to ask. And, how graciously the aide explained bedsores and how they develop. We spoke about how he cares for the patient and stayed available to answer additional questions.
When I consulted with the family later, they said they have meetings with the social workers and dietician. Everyone involved in his care will be having a meeting next week. I suggested they write down their questions and keep notes that can be looked at later.
There were some areas of concern too, such as I couldn’t find any antibacterial hand cleaner and had to go find some at the nurses station. The patient had no water though he is supposed to have water at all times and the television from the neighbors bed was blasting loud, all things that families, of a younger generation may be more likely to speak up about or just take care of.
Patient advocacy is, in many cases generational and the culture needs to be addressed. It really is OK to show an interest in the patient by asking questions, learning from the medical staff and sharing what your expectations are.
Safety must start with conversation.
Sunday, December 28, 2008
Change America Testimony
I recently had the opportunity to speak at a Change America forum moderated by Suffolk County Health Commissioner Humayun Chaudhry. I met Commissioner Chaudhry just the week before at a meeting, and he invited me to speak at his forum. Unlike many people in health care who listen to information about patient safety and then shoo me away, Dr. Chaudhry instead, gave me an even larger forum. He allowed me to speak in front of a panel of his board.
With 11 other community members, I gave testimony about how I see health care in America needs to improve. Not by continuing to give money to hospitals and health systems but instead, to grassroots organizations that can focus on making sure their constituency are treated by medical professionals who are following best practices. Although I am skeptical that my testimony means anything to anyone, I do think that Commissioner Chaudhry may be one of those miracle finds we often look for in the world of grassroots advocacy. Following is my testimony. Please feel free to comment.
Thank you for the opportunity to address this topic near and dear to my heart.
My name is Ilene Corina, I have lived on Long Island my whole life. My parents live here, my friends and family live here and I am raising my children here.
I want to first share with you my experience in patient safety. I am a founder and the president of PULSE of NY (1) a grassroots patient safety organization offering patient safety education to the community and support for the survivors of medical injury and unplanned outcomes in healthcare. PULSE has chapters in 3 other states with representation throughout the country (2) I am also a board member of the National Patient Safety Foundation (3) (4) and co-chaired their patient and family advisory council from 2002-2006 (5). I am on my second term as a board member of the Joint Commission which accredits over 15,000 healthcare organizations and programs in the United States.(6) .
My interest in patient safety started when my only child – at the time, bled for 8 days following a tonsillectomy. After repeated trips to doctor’s offices and emergency rooms I was sent away and told “don’t worry” until one week following surgery my son died. The autopsy revealed that he died as a direct result from his surgery. A preventable medical error.
I was devastated over his death, but on top of that that no one asked me what I thought could have been done differently so this would never happen to another family. I still have never learned what happened.
Years later I gave birth to a child born at 23 weeks gestation and spent 5 months with him in neonatal ICU learning how to partner in his care, advocating for him and I started to understand the complexity of the healthcare system. He is now a perfectly healthy 15 year old. I have seen the best and the worst of healthcare.
My interest in patient safety peaked in 1999 when I became involved in the National Patient Safety Foundation which was founded by the American Medical Association because of the rising concerns over preventable medical errors. About the same time the Institute of Medicine Report was released that as many as 98,000 people die in hospitals each year from preventable medical errors.(7)
I realized that my son was not counted - he died at home.
In July 2006 another report was released by the IOM that as many as 1.5 million people are injured by medication errors each year. (8) This report received approximately 1/8 of a page in our local newspaper.
Here are my recommendations:
We need legislation and funding for patient safety initiatives directly addressing the patient and families role in patient safety.
Patient safety education should begin in high school. Teaching young people about medication safety, infections and communication between patient and healthcare providers. Teaching young people about advocating for themselves when they go off to college, how to keep records of their medical tests, medications and stay safe using respect and partnership when hospitalized. Give them the tools to become participants in their care early in life and advocates for their families later in life..
Require all disease specific organizations are teaching patient safety. Grants need to be made available to grassroots organizations at every level to include patient safety in their community outreach. Patient safety is taught at a national level – why not local?
Small group educational programs: The Agency for Healthcare Research and Quality says that “ The single most important way you can help to prevent errors is to be an active member of your health care team.” (9) Hospitals put literature in admissions packets to encourage patients to be participants. But 90 million American adults show some form of low literacy (10). So who is reading this information and when are they reading it?
We need to teach patient safety in the community the same as teaching about high blood pressure, eating right and seat belt and child seat safety.
Develop public service announcements, which PULSE has produced many of, and literature should be in the doctor’s offices and clinics before the patient ever gets to the hospital.
Workers who use Family Medical Leave should be trained to be family advocates and learn to help prevent infections, medication errors and keep accurate records which done correctly can improve lost work time.
The culture needs to be that signs are prominently displayed in the hospital rooms encourage patient to ask for their ID to be checked and the dose of medication questioned ……… all potential errors – completely preventable.
Legislation must be passed that funding which is continually pumped into the healthcare system to research and study patient safety will go into community education. Because when it comes to measurement, one is a number.
And finally when there is an unplanned outcome, patients and their families need to be a voice in future prevention. A root cause analysis without the patient’s perspective is only half way done. We need to build a bridge back to the medical team for the patient and family to heal, help and be heard.
Until we, as patients are made aware of what patient safety means and what our participation should be, we can not play an active role and the cycle will not be broken.
Patient safety initiatives at a national level need to be brought into every community reaching every patient.
Thank you.
1.http://www.pulseofny.org
2.http://www.pulseamerica.org
3.http://www.npsf.org/au
4.http://www.npsf.org/pr/pressrel/2002-12-02.html
5.http://www.npsf.org/pr/pressrel/11Sep02.html
6.http://www.jointcommission.org/AboutUs/Fact_Sheets/board_commissioners.htm
7.http://books.nap.edu/openbook.php?isbn=0309068371&page=1
8.http://www8.nationalacademies.org/onpinews/newsitem.aspx?RecordID=11623
9.http://www.ahrq.gov/consumer/20tips.htm
10.http://www.nci.nih.gov/cancerinformation/clearandsimple
With 11 other community members, I gave testimony about how I see health care in America needs to improve. Not by continuing to give money to hospitals and health systems but instead, to grassroots organizations that can focus on making sure their constituency are treated by medical professionals who are following best practices. Although I am skeptical that my testimony means anything to anyone, I do think that Commissioner Chaudhry may be one of those miracle finds we often look for in the world of grassroots advocacy. Following is my testimony. Please feel free to comment.
Thank you for the opportunity to address this topic near and dear to my heart.
My name is Ilene Corina, I have lived on Long Island my whole life. My parents live here, my friends and family live here and I am raising my children here.
I want to first share with you my experience in patient safety. I am a founder and the president of PULSE of NY (1) a grassroots patient safety organization offering patient safety education to the community and support for the survivors of medical injury and unplanned outcomes in healthcare. PULSE has chapters in 3 other states with representation throughout the country (2) I am also a board member of the National Patient Safety Foundation (3) (4) and co-chaired their patient and family advisory council from 2002-2006 (5). I am on my second term as a board member of the Joint Commission which accredits over 15,000 healthcare organizations and programs in the United States.(6) .
My interest in patient safety started when my only child – at the time, bled for 8 days following a tonsillectomy. After repeated trips to doctor’s offices and emergency rooms I was sent away and told “don’t worry” until one week following surgery my son died. The autopsy revealed that he died as a direct result from his surgery. A preventable medical error.
I was devastated over his death, but on top of that that no one asked me what I thought could have been done differently so this would never happen to another family. I still have never learned what happened.
Years later I gave birth to a child born at 23 weeks gestation and spent 5 months with him in neonatal ICU learning how to partner in his care, advocating for him and I started to understand the complexity of the healthcare system. He is now a perfectly healthy 15 year old. I have seen the best and the worst of healthcare.
My interest in patient safety peaked in 1999 when I became involved in the National Patient Safety Foundation which was founded by the American Medical Association because of the rising concerns over preventable medical errors. About the same time the Institute of Medicine Report was released that as many as 98,000 people die in hospitals each year from preventable medical errors.(7)
I realized that my son was not counted - he died at home.
In July 2006 another report was released by the IOM that as many as 1.5 million people are injured by medication errors each year. (8) This report received approximately 1/8 of a page in our local newspaper.
Here are my recommendations:
We need legislation and funding for patient safety initiatives directly addressing the patient and families role in patient safety.
Patient safety education should begin in high school. Teaching young people about medication safety, infections and communication between patient and healthcare providers. Teaching young people about advocating for themselves when they go off to college, how to keep records of their medical tests, medications and stay safe using respect and partnership when hospitalized. Give them the tools to become participants in their care early in life and advocates for their families later in life..
Require all disease specific organizations are teaching patient safety. Grants need to be made available to grassroots organizations at every level to include patient safety in their community outreach. Patient safety is taught at a national level – why not local?
Small group educational programs: The Agency for Healthcare Research and Quality says that “ The single most important way you can help to prevent errors is to be an active member of your health care team.” (9) Hospitals put literature in admissions packets to encourage patients to be participants. But 90 million American adults show some form of low literacy (10). So who is reading this information and when are they reading it?
We need to teach patient safety in the community the same as teaching about high blood pressure, eating right and seat belt and child seat safety.
Develop public service announcements, which PULSE has produced many of, and literature should be in the doctor’s offices and clinics before the patient ever gets to the hospital.
Workers who use Family Medical Leave should be trained to be family advocates and learn to help prevent infections, medication errors and keep accurate records which done correctly can improve lost work time.
The culture needs to be that signs are prominently displayed in the hospital rooms encourage patient to ask for their ID to be checked and the dose of medication questioned ……… all potential errors – completely preventable.
Legislation must be passed that funding which is continually pumped into the healthcare system to research and study patient safety will go into community education. Because when it comes to measurement, one is a number.
And finally when there is an unplanned outcome, patients and their families need to be a voice in future prevention. A root cause analysis without the patient’s perspective is only half way done. We need to build a bridge back to the medical team for the patient and family to heal, help and be heard.
Until we, as patients are made aware of what patient safety means and what our participation should be, we can not play an active role and the cycle will not be broken.
Patient safety initiatives at a national level need to be brought into every community reaching every patient.
Thank you.
1.http://www.pulseofny.org
2.http://www.pulseamerica.org
3.http://www.npsf.org/au
4.http://www.npsf.org/pr/pressrel/2002-12-02.html
5.http://www.npsf.org/pr/pressrel/11Sep02.html
6.http://www.jointcommission.org/AboutUs/Fact_Sheets/board_commissioners.htm
7.http://books.nap.edu/openbook.php?isbn=0309068371&page=1
8.http://www8.nationalacademies.org/onpinews/newsitem.aspx?RecordID=11623
9.http://www.ahrq.gov/consumer/20tips.htm
10.http://www.nci.nih.gov/cancerinformation/clearandsimple
Monday, December 15, 2008
Medication Safety Posters
We are moving forward. Approximately 10 more people have learned about medication safety and best practices for safe quality care. The first year students of Farmingdale College Graphics Design Class created some great medication safety posters incorporating the concept of low literacy. The posters covered look-a-like, sound-a-like medication, checking 2 forms of ID when hospitalized and the proper measuring devices for dispensing liquid medication.
I went 3 times to the class. The first was to do a presentation about medication errors, drop off literature and let the students know some statistics. I left them with websites and additional information. The teacher explained how they needed to do the artwork.
I came back a few weeks later and reviewed and critiqued their work. Could I "sell" the subject? Did they "get it" through their drawings and their art work? Were they relaying the message? If not, they needed to try again. A final look was to see if they had any touch ups that needed to be done. Were they straying from the point? Was their work understandable? Did they have the facts right? Was it too wordy?
These posters could easily be used at the local pharmacy or in the doctor’s office describing inhalers that look alike but are used differently. The young woman who designed a poster about inhalers that look a like took out of her own pocket a red inhaler that is not marked or labeled for proper use. I was surprise myself because the inhalers I have seen are blue, purple or white. I have never seen a red inhaler so really would not know what it’s use would be! It wouldn’t hurt the manufacturers to get together and develop uniform designs so we can at least recognize the colors.
We had a visitor from the state patient safety center, North Shore LIJ Health System and the student nurses came in to view the posters and reaffirm the need for patients to participate in their care for safety. They agreed it is a culture change but a poster over every bed suggesting the medical team should be checking 2 forms of ID on the drawing of an arm band was something they all agreed may actually reduce medication errors. Seems like a “no brainer” to me!
I went 3 times to the class. The first was to do a presentation about medication errors, drop off literature and let the students know some statistics. I left them with websites and additional information. The teacher explained how they needed to do the artwork.
I came back a few weeks later and reviewed and critiqued their work. Could I "sell" the subject? Did they "get it" through their drawings and their art work? Were they relaying the message? If not, they needed to try again. A final look was to see if they had any touch ups that needed to be done. Were they straying from the point? Was their work understandable? Did they have the facts right? Was it too wordy?
These posters could easily be used at the local pharmacy or in the doctor’s office describing inhalers that look alike but are used differently. The young woman who designed a poster about inhalers that look a like took out of her own pocket a red inhaler that is not marked or labeled for proper use. I was surprise myself because the inhalers I have seen are blue, purple or white. I have never seen a red inhaler so really would not know what it’s use would be! It wouldn’t hurt the manufacturers to get together and develop uniform designs so we can at least recognize the colors.
We had a visitor from the state patient safety center, North Shore LIJ Health System and the student nurses came in to view the posters and reaffirm the need for patients to participate in their care for safety. They agreed it is a culture change but a poster over every bed suggesting the medical team should be checking 2 forms of ID on the drawing of an arm band was something they all agreed may actually reduce medication errors. Seems like a “no brainer” to me!
Tuesday, December 9, 2008
Medication Safety Through the Eyes of Young People
I had the opportunity again to meet with young people studying graphics design at Farmingdale University College on Long Island to develop patient safety posters.
This year, we are focusing on medication safety and low literacy. Last year was Infections.
There is no better way to educate the community about patient safety than to take the minds of young people before they have been molded to what society wants them to think and help them understand what medical errors and patient safety is about. The facts and statistics are enough to be educational but the tools and an understanding about the patients role in patient safety are crucial.
Using the information I gave them, as well as research on their own, they are coming up with brilliant ideas to educate and advocate for medication safety, specifically for people with low reading skills, through art work. Kudos to teacher Diane Hawkins for caring enough to not only develop their art skills but to educate them in this important area that would otherwise not reach them!
This year, we are focusing on medication safety and low literacy. Last year was Infections.
There is no better way to educate the community about patient safety than to take the minds of young people before they have been molded to what society wants them to think and help them understand what medical errors and patient safety is about. The facts and statistics are enough to be educational but the tools and an understanding about the patients role in patient safety are crucial.
Using the information I gave them, as well as research on their own, they are coming up with brilliant ideas to educate and advocate for medication safety, specifically for people with low reading skills, through art work. Kudos to teacher Diane Hawkins for caring enough to not only develop their art skills but to educate them in this important area that would otherwise not reach them!
Monday, December 1, 2008
Happy Holidays?
For people who have traveled the road of medical injury or loss of family because of the medical treatment they received, there is very little, if any support system out there for them.
I remember going to The Compassionate Friends, a support group for parents who lost children, following the death of what was my only child years ago. This group was a life saver for me but our friends were now much older because people my age were having children and had children to be with for the holidays. The people I was drawn to had adult children out of the house and were available to go to Atlantic City on Christmas Day; a place where there were no children.
There are support systems in place for survivors of suicide, murder victims and domestic abuse. There is support for the gay community, war veterans, breast cancer survivors and people who are overweight. But many of these people are satisfied with the medical team and just as I found when I went to The Compassionate Friends, the healthcare system helped them through their troubled times.
As we move to develop a stronger support system for medical injury survivors, we also need to recognize that there is a need for this support for those left behind or living every day with the reminder that the system they trusted to help them, didn’t.
I remember going to The Compassionate Friends, a support group for parents who lost children, following the death of what was my only child years ago. This group was a life saver for me but our friends were now much older because people my age were having children and had children to be with for the holidays. The people I was drawn to had adult children out of the house and were available to go to Atlantic City on Christmas Day; a place where there were no children.
There are support systems in place for survivors of suicide, murder victims and domestic abuse. There is support for the gay community, war veterans, breast cancer survivors and people who are overweight. But many of these people are satisfied with the medical team and just as I found when I went to The Compassionate Friends, the healthcare system helped them through their troubled times.
As we move to develop a stronger support system for medical injury survivors, we also need to recognize that there is a need for this support for those left behind or living every day with the reminder that the system they trusted to help them, didn’t.
Saturday, November 29, 2008
Compassion in Health Care
I recently had the honor of speaking at the Colorado Patient Safety Coalition’s 8th annual conference. This coalition is made up of professionals who are moving forward in the advancement of patient safety. The conference was only one day but very informative and probably one of the better conferences I have ever gone to. I heard Dr. Nancy Nielson, President of the AMA speak about the loss of her dear friend from a medical error and share her pain as well as her frustration. I am no longer amazed at who, and how many people have experienced first hand the harm done by the medical system (there is no doubt all the good there is done). It has just become a matter of time until those who have not experienced a medical error or adverse event, will.
I had the opportunity to have dinner with and hear Dr. Robin Youngson speak about Compassion in Healthcare. It’s a way of life that may need to be learned but is well worth the time. To get to hear Dr. Youngson was an honor. I can only hope that some of him can rub off and I could learn from him the meaning of compassion in every day living. You don’t need to be a doctor to learn to be compassionate, just human.
I had the opportunity to have dinner with and hear Dr. Robin Youngson speak about Compassion in Healthcare. It’s a way of life that may need to be learned but is well worth the time. To get to hear Dr. Youngson was an honor. I can only hope that some of him can rub off and I could learn from him the meaning of compassion in every day living. You don’t need to be a doctor to learn to be compassionate, just human.
Friday, November 21, 2008
Saying Sorry
The staff who work in the hospital still are not very quick to say “I’m sorry” if there was an injury or death because of their medical care. They will say “I’m sorry” if the patient died from cancer, old age or a car accident. But, bring a fairly healthy person into the hospital to get a routine procedure that leads to infection, and then death, chances are you will not hear an apology. Why is this?
I don’t have the answers. Unfortunately it seems inhumane – but it’s not illegal.
Recently I had the honor of accompanying 3 mothers of young children who had bad experiences in a local hospital to visit with the state Department of Health. They were not only angry about the care (or lack of care) received but also at the way the state handled their complaint(s).
It’s not easy getting an appointment to visit with the people who make the decisions on how our state runs but I thought our time was used well.
Following the 90 minute meeting, one of the people in the room shook the hand of one of the moms and said “I’m sorry”. Words that many survivors of medical injury hope to one day hear. She was relieved and impressed that he spoke those words.
“No one has ever said that to me” she said on the car ride home.
If there is still trouble in expressing remorse, than how can we dare trust these same people to make life saving decisions for us. Do they care if we live or die? If they care than they should feel free to show it. They can cry, laugh and for goodness sake say “I’m sorry”!
I don’t have the answers. Unfortunately it seems inhumane – but it’s not illegal.
Recently I had the honor of accompanying 3 mothers of young children who had bad experiences in a local hospital to visit with the state Department of Health. They were not only angry about the care (or lack of care) received but also at the way the state handled their complaint(s).
It’s not easy getting an appointment to visit with the people who make the decisions on how our state runs but I thought our time was used well.
Following the 90 minute meeting, one of the people in the room shook the hand of one of the moms and said “I’m sorry”. Words that many survivors of medical injury hope to one day hear. She was relieved and impressed that he spoke those words.
“No one has ever said that to me” she said on the car ride home.
If there is still trouble in expressing remorse, than how can we dare trust these same people to make life saving decisions for us. Do they care if we live or die? If they care than they should feel free to show it. They can cry, laugh and for goodness sake say “I’m sorry”!
Thursday, November 13, 2008
Why Sue?
Why do people sue their trusted doctor or hospital? Sometimes it’s because they just have no choice. It becomes a battle of the fittest when a corporation has the right to not answer questions, not meet with a patient or not even address the death or unplanned outcome of care.
A recent call to a major health facility left me wanting to tell the patient “get a lawyer”. But that was not what the patient wanted. My goal is to learn what the patient’s needs are. Not what mine are.
The patient was willing to meet with an administrator at this hospital to learn what happened during her surgery that seemed to concern other doctors enough that they would each tell her to go back to the original physician that did the surgery.
“No one will treat me” she said. Plus the painful symptoms following her surgery made me realize that maybe something did go wrong. I can only encourage her to seek medical attention of which she has tried. They did not tell her she was imagining things but instead, she told me that 2 different doctors told her there were problems that needed to be addressed by the original physician.
The original physician would not see her. Do I need the details? Absolutely not. But, when I called the hospital and spoke to a colleague, she thought a lawyer there may be the best choice. Unfortunetly, the lawyer probed me with questions of which I did not have the answer. I was just trying to make the contact for this woman who was scared and alone so she could make one call and have some questions answered.
Instead, the lawyer left me with the task to get more information. By the time I hung up the phone, I wanted to call the patient and suggest she needs a lawyer. Instead I called her and explained that they want more information before they meet or even speak with her. I think she got a lawyer.
A recent call to a major health facility left me wanting to tell the patient “get a lawyer”. But that was not what the patient wanted. My goal is to learn what the patient’s needs are. Not what mine are.
The patient was willing to meet with an administrator at this hospital to learn what happened during her surgery that seemed to concern other doctors enough that they would each tell her to go back to the original physician that did the surgery.
“No one will treat me” she said. Plus the painful symptoms following her surgery made me realize that maybe something did go wrong. I can only encourage her to seek medical attention of which she has tried. They did not tell her she was imagining things but instead, she told me that 2 different doctors told her there were problems that needed to be addressed by the original physician.
The original physician would not see her. Do I need the details? Absolutely not. But, when I called the hospital and spoke to a colleague, she thought a lawyer there may be the best choice. Unfortunetly, the lawyer probed me with questions of which I did not have the answer. I was just trying to make the contact for this woman who was scared and alone so she could make one call and have some questions answered.
Instead, the lawyer left me with the task to get more information. By the time I hung up the phone, I wanted to call the patient and suggest she needs a lawyer. Instead I called her and explained that they want more information before they meet or even speak with her. I think she got a lawyer.
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