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Using Apology and Transparency in Disclosure To Improve Patient Satisfaction
Original program date: Thursday, Nov. 10, 2009

Purchase program recording  

• Archived program available as a streaming multimedia download, including synched audio and web presentation
• Complete the online registration form and select "program recording"; you will receive details by e-mail on how to access the download.
• Program available until Feb. 10, 2009

Program

Disclosing an adverse event such as a harm-causing medical error can be a wrenching experience, but fears over organizational censure, malpractice litigation and licensure sanction can have a chilling effect on communication and make matters even worse.

Experts in ethics and claims management address those fears and focus on three significant but sometimes overlooked dimensions of effective disclosure:

• Psychological and organizational concerns bearing on apology and forgiveness
• Considerations associated with disclosure and concealment related to peer review, patient satisfaction, and quality improvement
• Empathetic strategies in disclosing error that can prevent a bad situation from deteriorating further.

Program Objectives

• Discuss psychological and legal barriers in disclosing adverse events in a patient-centered way
• Describe empathic communication strategies to contain the escalation of defensive or vengeful feelings
• Explain contemporary risk management strategies that favor transparent practices in apology and forgiveness
• Describe experiences bearing on peer review, patient satisfaction and quality improvement that support truthful and empathic disclosure

Presenters

John D. Banja, Ph.D
Professor in the Department of Rehabilitation Medicine and medical ethicist at the Center for Ethics, Emory University, Atlanta

• Frequent teacher and lecturer on medical ethics
• Author of the book Medical Errors and Medical Narcissism
• Completed research and educational projects with the NIH, American College of Surgeons, Agency for Health Care Research and Quality, National Institute for Disability and Rehabilitation Research, ASHRM and others

Nancy Berlinger, Ph.D.
Deputy Director and Research Scholar at the Hastings Center, an independent bioethics research institute, Garrison, NY

• Manager of the Hastings Center’s organizational capacity-building initiative, “Bioethics and the Public Interest”
• Author of the book After Harm: Medical Error and the Ethics of Forgiveness
• Research interests focus on clinical ethics, conscientious objection and moral distress in healthcare, patient safety and the resolution of medical harm, and ethics education for pandemic planners

Richard C. Boothman, JD
Chief Risk Officer, University of Michigan Health System, Ann Arbor, MI

• Recognized for leadership in proactive communication among risk managers, quality managers and clinicians to improve safety
• Implemented a proactive approach to reduce claims and costs
• As a trial lawyer, defended doctors, professional groups and health systems in medical malpractice lawsuits.
   

Registration

Site Registration Fee
The site registration fee makes this a cost-effective education investment for your organization. Pay one fee and invite as many participants as you wish. The fee includes one set of handout materials.

	Live program	Recorded program
ASHRM members	$149 per site	$149 per site
Nonmembers	$199 per site	$199 per site

How to register

1. Online
2. By fax: complete form, print and fax to (312) 422-3609
3. By mail: complete form, print and mail to ASHRM, P.O. Box 75315, Chicago, IL 60675-5315. Make checks payable to ASHRM.

Recorded programs
Access to program recordings, which include audio and synched PowerPoint presentation, is provided to purchasers within seven days after the program. Links remain live for 90 days after a program.

Cancellation Policy
Registration fee less a $50 charge is refundable only if written cancellation request is postmarked no later than 10 business days before each session date. All cancellation and refund requests must be made in writing to: ASHRM, 1 North Franklin, Suite 2800, Chicago, IL 60606; fax (312) 422-4580.

Continuing Education Credits

American Hospital Association

• This program is approved for a total of 1.5 contact hours of Continuing Education Credit toward fulfillment of the requirements of ASHRM designations of FASHRM (Fellow) and DFASHRM (Distinguished Fellow), and toward CPHRM renewal.

Illinois Nurses Association

ASHRM is an approved provider of continuing nursing education by the Illinois Nurses Association, an accredited approver by the American Nurses Credentialing Center’s Commission on Accreditation.

• This continuing nursing education (CNE) activity is approved for 1.5 contact hours.
   

Live Webinars: CEs are awarded after verification of an individual’s full attendance (verified with a sign-in sheet in the handouts packet) and completion of an online evaluation form (provided after the program).

Recorded Webinars: CEs are awarded after verification of full attendance (verified with a sign-in sheet in the handouts packet), completion of an online evaluation form (provided after the program) and completion of a quiz (provided after the program).

 

 

 

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