Reduce the threat of malpractice litigation with effective communication
Do you want to foster strong relationships with patients and decrease the chances that those patients will file malpractice suits against your physicians and your practice? To make this happen, especially after a patient has had a disappointing health outcome, open communication is vital.
But in this era of shrinking reimbursement and increasingly packed schedules, few physicians have time to hone their communication skills. Communication Strategies to Help Patients H.E.A.L. can help. Plus, it offers one continuing medical education (CME) credit.
The tools you need to improve communication after an adverse event
Developed by attorney James W. Saxton and his team of communication experts at Stevens & Lee, Communication Strategies to Help Patients H.E.A.L. helps physicians assess their communication skills regarding each piece of the H.E.A.L. model (Hear, Emotions, Ask and Answer, Loyalty).
Sold in packs of 10 for just $99—that’s just dollars per physician—this comprehensive handbook includes a tool physicians can quickly and easily use to assess their communication strengths and weaknesses. This, combined with the included personal action plan, will help physicians improve both verbal and nonverbal communication with their patients, especially after an adverse event or complication. With Communication Strategies to Help Patients H.E.A.L. physicians learn to respond and communicate in a way that reduces litigation and encourages healing for everyone involved.
This handbook:
- Walks physicians through a self-assessment of their communication skills
- Helps physicians create an action plan to improve their communication skills
- Describes the dynamics of communication in healthcare and the expectations of patients and families
- Details specific verbal and nonverbal communication actions
- Provides a case study of a fictional physician going through the process, so physicians doing it themselves can better understand how the self-assessment and action plan work
- Offers one CME credit in the area of risk management, especially important for those physicians in states with risk management CME requirements
Turn to Communication Strategies to Help Patients H.E.A.L. to improve your patients’ experience in the aftermath of disappointing health outcomes and reduce the risk of damaging—and potentially avoidable—litigation.
TABLE OF CONTENTS
Introduction
Chapter 1: The relationship account
Chapter 2: Disappointments in healthcare
Chapter 3: H.E.A.L. disappointment
Chapter 4: The learned skill of communication
Continuing Medical Education instructional guide
Educational objectives:
Upon completion of this activity, physicians should be able to
- describe the concept of the relationship account and those actions that represent deposits versus those that represent withdrawals
- recognize when patients and families are dealing with disappointment and need information
- apply the H.E.A.L. model to help patients recover from a disappointment
- describe the characteristics of appropriate and inappropriate verbal and nonverbal communication
- distinguish between apologizing for a situation and apologizing for a behavior
- assess where their communication skills fall on the competency ladder using the self-assessment tool included in this book
Faculty
James W. Saxton, Esq
Laurence H. Baker, PhD
Patricia M. Kearney, RN, MPA, ARM, DFASHRM
Sandra W. Reifsteck, RN, MS, CNAA, FACMPE
Accreditation/designation statement:
HCPro, Inc., is accredited by the Accreditation Council for Continuing Medical Education to provide continuing medical education for physicians.
HCPro, Inc., designates this educational activity for a maximum of 1 (one) AMA PRA Category 1 Credit(s)™. Physicians should only claim credit commensurate with the extent of their participation in the activity.
Disclosure statements
No faculty members have any real or apparent commercial financial affiliations related to the content provided in this handbook.
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