Disclosing and apologizing for a mistake requires expertise in handling such a communication. With a sincere “I’m sorry,” the provider/organization acknowledges that harm’s been done, takes responsibility for actions, as applicable, and starts to move forward. Historically, apologizing by medical professionals was something that was avoided.
We support the development of the process and understanding for disclosure and apology concepts. A train the trainer process is also provided to assist the organization’s disclosure response team.
Master trained staff lead the teamwork and communication training including sessions to train the trainer (internal staff). This communication training is developed based on best practices from the AHRQ.
An analysis of the current culture is conducted related to the concepts of just culture-shared accountability. Board, leadership and management education is provided. The term “just culture” refers to a values-supportive system of shared accountability where organizations are accountable for the systems they have designed and for responding to the behaviors of their employees in a fair and just manner. Employees, in turn, are accountable for the quality of their choices and for reporting both their errors and system vulnerabilities. Just culture training is designed to help change an organization’s culture by placing more focus on risk, system design, and the management of behavioral choices versus determining blame. In this model, errors and outcomes are the outputs to be monitored; system design and behavioral choices are the inputs to be managed.
Algorithms are used to assist in holding employees and providers accountable for at-risk or reckless behavior, but they are not punished for system failings over which they have no control. A just culture teaches how to productively coach employees around reliable behaviors, and recognize when remedial, disciplinary, or punitive actions will the desired results. Just culture training is a crucial element of an organization’s journey to high reliability.
Covering topics focused on risk management, patient safety, clinical practice concerns and recommendations, legal and practice liability issues and claims trend analysis.
Physician Office Risk Management Manual – This manual provides guidance and tools on the most frequently asked risk management topics in the physician office setting. The manual is frequently updated so you have the latest information available.
This manual is intended to provide you with guidance to apply the concepts of Plan, Do, Change, Act to any process in your practice that requires improvement.
ERC Risk Solutions provides proactive self-assessment tools and toolkits to improve patient safety practices in the ambulatory setting.
Enterprise risk management (ERM) is a strategic business discipline that supports the achievement of an organization’s objectives by addressing the full spectrum of its risks and managing the combined impact of those risks as an interrelated risk portfolio. A mature ERM program enables an organization to:
ERC Risk Solutions, has team members have advanced skill in ERM and can guide your organization by:
Conducting a review of the ERM program/structure with a focus on the primary domains:
