IDEA FROM ROAD: Review, not Investigate
One of the great things about teaching Sorry Works! to healthcare, insurance, and legal professionals is that often I learn as much as the audience. It’s a two way street! And then I turn around and share this learning with you, our Sorry Works! community. Great lesson learned last week I want to share today, and it represents a change for Sorry Works!
For several years, we have stated that clinicians should say some version of the following post-event:
“Mrs. Jones, the surgery is over, but I’m sorry to tell you your Mom is in the ICU. We are going to do a full investigation to learn how this happened….”
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I now agree.
We are now recommending a better word choice suggested by a Midwest long-term care provider: “review.” Instead of saying investigate, say review:
“Mrs. Jones, the surgery is over, but I’m sorry to tell you your Mom is in the ICU. We are going to do a full review to learn how this happened.”
The word “review” still implies we are taking the situation seriously, but doing so in an even-handed fashion that is fair to all sides and shouldn’t scare staff.
For more information on Sorry Works! presentations and training seminars, contact firstname.lastname@example.org or call 618-559-8168.
DougWojcieszak Founder, Sorry Works!