When patients are upset, the best way you can prevent their dissatisfaction from escalating into a lawsuit is to communicate with empathy, according to experts. In short, patients are more likely to turn to lawyers when they are unable to obtain answers from the practice, Richard C. Boothman, J.D., executive director for clinical safety and chief risk officer at the University of Michigan Health System, told Medical Economics.
This concept holds true whether the problem is a medical or service-related issue, explained a video from Physicians Practice.
Therefore, keep the following advice in mind should a bad outcome or conflict arise:
- In the case of a medically adverse event, "simply say you are sorry it happened and promise to undertake a review. That's all you need to say," Doug Wojcieszak, owner of the advocacy group Sorry Works, told Medical Economics. Regardless of how an apology law might come into play, this measure keeps patients from feeling abandoned and shut out.
- When patients are angry about a perceived service flaw, let them vent, but take them into a private room to do so, Robin Diamond, senior vice president and chief patient safety officer for physician insurer the Doctors Company, told Physicians Practice. "Acknowledge the problem and empathize with the patient. Explain why a particular demand cannot be met and negotiate a compromise," she said. "If anger is escalating or the individual refuses to leave, activate your emergency procedures, which include contacting security or the police."
- While an investigation into a problem is underway, stay in contact, even if you have nothing new to report, suggests Wojcieszak.