July 22, 2008
Disclosing errors: Careful preparation can win clients’ trust
When a medical error leads to an “adverse outcome,” the veterinarian needs to take some steps right away. Obviously, the doctor should first tend to the patient’s immediate clinical care. Then, he or she should develop a clear picture of what happened, and, while recognizing his or her own emotions and needs about the incident, prepare for discussion with the client. Careful preparation begins with verifying what went wrong and what steps will be taken to prevent the error’s recurrence. More important, it involves anticipating and devising an empathetic response to the client’s emotional reaction—and apologizing forthrightly for committing the error. Veterinarians will experience greatest success with clients if they take the time to think through and plan the conversation they will have to explain and apologize for the error, according to Kathleen Bonvicini, EdD, MPH, associate director for education and research at the New Haven, Conn.-based Institute for Healthcare Communication.