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Patients' and family members' experiences of open disclosure following adverse events

Citation

Iedema, R and Sorensen, R and Manias, E and Tuckett, A and Piper, D and Mallock, N and Williams, A and Jorm, C, Patients' and family members' experiences of open disclosure following adverse events, International Journal for Quality in Health Care, 20, (6) pp. 421-432. ISSN 1464-3677 (2009) [Refereed Article]

DOI: doi:10.1093/intqhc/mzn043

Abstract

OBJECTIVE: To explore patients' and family members' perceptions of Open Disclosure of adverse events that occurred during their health care. DESIGN: We interviewed 23 people involved in adverse events and incident disclosure using a semi-structured, open-ended guide. We analyzed transcripts using thematic discourse analysis. SETTING: Four States in Australia: New South Wales, Victoria, Queensland and South Australia. STUDY PARTICIPANTS: Twenty-three participants were recruited as part of an evaluation of the Australian Open Disclosure pilot commissioned by the Australian Commission on Safety and Quality in Health Care. RESULTS: All participants (except one) appreciated the opportunity to meet with staff and have the adverse event explained to them. Their accounts also reveal a number of concerns about how Open Disclosure is enacted: disclosure not occurring promptly or too informally; disclosure not being adequately followed up with tangible support or change in practice; staff not offering an apology, and disclosure not providing opportunities for consumers to meet with the staff originally involved in the adverse event. ANALYSIS: of participants' accounts suggests that a combination of formal Open Disclosure, a full apology, and an offer of tangible support has a higher chance of gaining consumer satisfaction than if one or more of these components is absent. CONCLUSIONS: Staff need to become more attuned in their disclosure communication to the victim s perceptions and experience of adverse events, to offer an appropriate apology, to support victims long-term as well as short-term, and to consider using consumers' insights into adverse events for the purpose of service improvement.

Item Details

Item Type:Refereed Article
Keywords:patient satisfaction; measurement of quality; qualitative methods; discourse analysis; Open Disclosure
Research Division:Medical and Health Sciences
Research Group:Public Health and Health Services
Research Field:Health Care Administration
Objective Division:Health
Objective Group:Health and Support Services
Objective Field:Evaluation of Health Outcomes
Author:Iedema, R (Professor Rick Iedema)
ID Code:94310
Year Published:2009
Web of Science® Times Cited:42
Deposited By:Health Sciences B
Deposited On:2014-09-05
Last Modified:2014-12-03
Downloads:0

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