"Just Do Something Dammit Programs?" Actions Speak Louder than Words Post-Event...

Over the last, I don't know, 20 years or so there has been this seemingly silly argument in the disclosure movement concerning what to name programs in hospitals and nursing homes that promote transparency post-event.  The standard was "disclosure programs," which is what we use at Sorry Works! because if ain't broke don't fix it.  Some say, "Disclosure and apology programs," which is fine too.  There is also "Early offer programs" or "Early offer and compensation."  Then came along CANDOR, which is catchy, the content behind it is excellent, and CMS backed it.  Finally, a group named the Collaborative coined "Communication and Resolution Programs," or CRP....not to be confused with CPR. 

Earlier this year the Collaborative folks mused for the umpteenth time that the R in their name -- "resolution" -- apparently rubs many patients and families the wrong way because can an adverse event ever be "resolved" for a patient or family??   They wrote a long, winding paper that even played with words like "reconciliation" and "reparation."   ENOUGH!

I remind you that doctors and lawyers generally stink at advertising and public relations.  

How about we just label these schemes, "Just Do Something Dammit Programs?"   We shouldn't think for a minute that real patients and families facing adverse events fuss over word choices.  No. They want to see action.  Better put, they want to see empathy and accountability in action post-event.  Indeed, actions speak louder than words. So, call your program whatever you wish...label it the, "We Are Doing Something Dammit Post-Event" program if you wish.  I don't care.  Just do something.  Empathize.  Show good body language. Meet immediate needs.  Schedule the next meeting with the patient or family.  Take care of your staff.  Run a credible review that includes the patient and/or family (make sure you interview them).  If there was an error, own it with a genuine apology that includes fair, upfront compensation WITHOUT A GAG ORDER.  And so on.  If you follow Sorry Works, you know the drill...so do it!   And don't worry about the damn name of your program...just have one!   If you don't have a program, give us a call....

Sincerely,

Doug Wojcieszak, MA, MS
Founder and President
Sorry Works!
618-559-8168