2. Afgani interpreter
for British army
Mohammed Rafi Hottak
UK Border Agency/Home
Office
after many weeks
‘could find no evidence’
~ vs ~
BBC Newsnight
Jeremy Paxman:
“It took us 20 minutes!”
3. From my consultant in
Devon yesterday…
“We had a PPI group here.
¡It was a disaster!”
7. #waitrosereasons
@DuncanPringle: I shop at Waitrose because I like
the money off Yacht fuel vouchers #waitrosereasons
@jamescoakes: I shop at Waitrose because everyone
on our estate does. Even the gamekeepers.
#waitrosereasons
I shop at Waitrose because the parking spaces are big
enough for one’s Range Rover yah?
#waitrosereasons”
9. Renal Patient View
A quote from www.biomedcentral.com/1472-6947/12/87
Staff ratings of the system were as positive as those from patients. 82% felt that
it had altered patient care for the better, 0% for the worse. 74% felt that it had
improved patients’ confidence in their care. 95% felt that it had no effect on the
length of consultations.
Comments from users
I felt like a pest keeping ringing the hospital for my results after I had
attended clinic – I now feel that my results belong to me.
… one of the best innovations I have encountered in the NHS … in my 50yrs
involvement”
Patients don’t always take in what the medics say, and to be able to take
time to read it properly in the comfort of your own home is wonderful!
10. Renal Patient View (2)
More quotes from patients:
I feel much more relaxed about my transplant when I know my
results from my clinic appointment so quickly.
On behalf of my mother, thank you so much for the patient view
system” (of patient in her 70s)
I don’t show it to my mum, it would worry her (17 year old
patient)
a great service – especially for the ‘yo-yo’ generation who seem
never to be in the same place for more than a few days … a lot
of stress is removed, and the instant access is great
… it enables me to have a blood test a week before my
Consultant’s appointment and see the results – allowing a far
more informed discussion of treatment
11. How can you help
patients to
AVOID FEELING HELPLESS?
Andy Williamson
Musician • Kidney Patient
asw@bigbuzzard.co.uk • @bigbuzzard
12. That was last year…
Don’t listen to me, watch
www.childrensfire.com
(13 minute video)
14. “Dr, Tell Me The Truth”
Observations on a Duty of Candour
or,
The economic case for ’fessing up and putting things
right without getting lawyers involved
15. I’ve learned a lot from
Including why we ‘must’ have economic growth,
at any price – but that’s another story…
16. Much of what follows…
2 x 30 minute programmes, presented by
Prof. James Reason, still online:
http://www.bbc.co.uk/programmes/b01cc1q4
Or
http://bit.ly/doctortellmethetruth
17. Paradox at heart of
patient safety
Medicine is one of the most error-provoking
disciplines known to man.
But medical training assumes perfection / infallibility
18. Two kinds of Doctor:
Those who have harmed a patient
&
Those who WILL harm a patient
20. The Michigan Model
Created by Chief Risk Officer Rick Boothman and Chief
of Medical Affairs Darrell Campbell who say:
“Our approach can be summarized as:
‘Apologize and learn when we’re wrong, explain and
vigorously defend when we’re right, and view court as a
last resort.’ ”
21. Results
implemented many clinical improvements as a result
of review of incidents, complaints and near-misses
empowered our staff to speak up
number of claims and lawsuits has dropped
dramatically ( >260 down to < 100 )
average legal expense per case down by >50%
malpractice premiums are practically level, despite
increases in our clinical business
22. And in the NHS?
Liam Donaldson – ex Chief Medical Officer
“1 in 10 patients suffer some kind of error in their care”
What's needed:
Take responsibility when something goes wrong
Apologise
Try to make it up
23. It’s Car Insurers’ fault!
People need to learn that:
Saying “Sorry” is NOT an
admission of liability
…back to ‘the culture’
