When patients have been harmedThis is how we would like you to respond

Patient ambassadors in Denmark

20. April 2007 2www.patientsikkerhed.dk

Take good care of us as patients

Show patients and families respect Talk to us Meet us as we are Look us straight in the eye Listen to us and hear what we are saying Respect our perspective – our experience is real Involve us

See us as real partners Take our knowledge and experience into consideration Collaborate with us

20. April 2007 3www.patientsikkerhed.dk

When a patient has been harmed

1. Take action to prevent further harm

- Take responsibility, also when we (the patient or family) feel that something is wrong

- Limit the extent of the damage

- Take measures to prevent other effects

20. April 2007 4www.patientsikkerhed.dk

2. Tell the truth and take responsibility

- Acknowledge that damage has been done

- Explain what happened

- Give us an apology

- Offer counseling

- Offer us an opportunity for dialogue with the manager and those involved in the error, in undisturbed privacy

- Follow up as soon as you know more

When a patient has been harmed

20. April 2007 5www.patientsikkerhed.dk

3. Involve us in your root cause analysis

We have a different perspective on the whole process, so:

- Listen to our account of what led up to the adverse event

- Let us comment on the conclusions from the analysis and recommendations

- Consider us team members

When a patient has been harmed

20. April 2007 6www.patientsikkerhed.dk

The error must be prevented from recurring

4. Prevent the adverse event from happening again

- Report the adverse event

- Analyze the adverse event

- Recommend to us, that we report the adverse event

- Explain to us what you will do to prevent recurrence