Truth-telling is important when errors occur in health care. Our reviewing group reports its findings to risk management. This may include a spouse, children, friends, minister, or attorney. We explain what we believe happened, apologize for the error and loss, and relate what steps we're taking to prevent similar errors in the future. It's an organizational apology.
Management is responsible to implement and maintain processes and systems for patient safety.
Hence, when processes and systems fail, it requires an apology from the organization. Because, in most cases, we've assumed an organizational responsibility for the mistake, we must help protect nurses and other practitioners from taking the rap when undeserved. Our approach to patient safety and risk management has taken years to fine-tune. The program has existed since the early 1980s, but it began to change in 1987 after two large medical malpractice losses. Originally designed to help physicians and attorneys communicate about malpractice cases, the program has evolved to focus on fair treatment of injured patients and full support for nurses and other practitioners who make an error.