Honesty and Transparency, Indispensable to the Clinical Mission-Part II: How Communication and Resolution Programs Promote Patient Safety and Trust

Michael J Brenner; Gerald B Hickson; Cynda Hylton Rushton; Mark E P Prince; Carol R Bradford; Richard C Boothman

doi:10.1016/j.otc.2021.07.018

Honesty and Transparency, Indispensable to the Clinical Mission-Part II: How Communication and Resolution Programs Promote Patient Safety and Trust

Otolaryngol Clin North Am. 2022 Feb;55(1):63-82. doi: 10.1016/j.otc.2021.07.018.

Authors

Michael J Brenner¹, Gerald B Hickson², Cynda Hylton Rushton³, Mark E P Prince⁴, Carol R Bradford⁵, Richard C Boothman⁶

Affiliations

¹ Department of Otolaryngology-Head & Neck Surgery, University of Michigan Medical School, Ann Arbor; GTC Quality Improvement Collaborative, Durham, NC, USA. Electronic address: mbren@med.umich.edu.
² Center for Patient and Professional Advocacy, Vanderbilt University Medical Center, Nashville, TN, USA; Center for Quality, Safety and Risk Prevention, Vanderbilt University Medical Center, Nashville, TN, USA.
³ Johns Hopkins University School of Nursing, Baltimore, MD, USA; Department of Pediatrics, Johns Hopkins University School of Medicine, Baltimore, MD, USA; Berman Institute of Bioethics, Johns Hopkins University School of Medicine, Baltimore, MD, USA.
⁴ Department of Otolaryngology-Head & Neck Surgery, University of Michigan Medical School, Ann Arbor; Rogel Cancer Center, University of Michigan Medical School, Ann Arbor, MI, USA.
⁵ Department of Otolaryngology-Head & Neck Surgery, University of Michigan Medical School, Ann Arbor; The College of Medicine and James Cancer Hospital and Solove Research Institute; Department of Otolaryngology-Head and Neck Surgery, The Ohio State University Wexner Medical Center, Columbus.
⁶ Boothman Consulting Group, LLC, Ann Arbor, MI, USA; Department of Surgery, University of Michigan Medical School, Ann Arbor; Center for Patient and Professional Advocacy, Vanderbilt University Medical Center, Nashville, TN, USA.

PMID: 34823721
DOI: 10.1016/j.otc.2021.07.018

Abstract

When patients are harmed by health care, concerns fan out in all directions. Patients and families confront a sea of uncertainty, contending with injuries that drain them physically, emotionally, and financially. Health care professionals experience a powerful mix of emotions, but are seldom afforded the time to process what happened or the resources to relieve suffering and prevent harm. Honesty, transparency, and empathy are indispensable to a comprehensive approach that prioritizes patient and family-centered response to unintended harm, clinical improvement, and redemptive peer review. Part 2 introduces the second of three pillars for advancing the clinical mission: communication and transparency.

Keywords: Adverse events; Communication and resolution program; Honesty; Medical errors; Patient safety; Quality improvement; Transparency.

Publication types

Review

MeSH terms

Communication
Health Personnel
Humans
Patient Safety*
Trust*