Page 34 - 2021 Risk Reduction Series - Communication Part One

SVMIC Risk Reduction Series: Communication

» Answer questions and allow the patient to vent

— The technique of attentive silence (i.e., letting the
patient talk about the problem uninterrupted while

responding with an occasional “yes” or “uh-huh”)

along with a display of empathy (i.e., “I understand
your frustration”) has proven quite effective in
defusing these types of situations

» An explanation of any additional tests or procedures

needed

» Reassurance that the problem will be fixed or the

error will be addressed (if possible)

If it is clear that there has been a medical error, provide a
full and honest description of what happened, followed by
an apology. An apology is a powerful tool in maintaining the

physician-patient relationship and, it can be instrumental in

avoiding lawsuits. The important thing is to be accessible to
patients. Many patients have turned to lawyers when they feel
they cannot get answers to questions.

As soon as possible after the event, contact the hospital or

facility risk management department or an SVMIC claims
attorney.

Termination or Discharge from Practice Process

Despite the very best efforts at establishing and maintaining

patient rapport, circumstances may arise which make it
uncomfortable or even impossible for the physician to continue

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