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PS 105: Responding to Adverse Events

Terms in this set (44)

I want to apologize for not treating your son effectively or quickly in a way that would have allowed us to avoid the awful experience that he had during his first night here. We should have started him on insulin as soon as we made the diagnosis, either in the emergency room or in the intensive care unit, and instead we didn't do that. When I've talked to our staff, I think that what we now understand is that while we have many adults who come into the emergency room with new diabetes, we don't have a lot of kids, and so the adults we treat pretty quickly and pretty aggressively. With children, and with your son, the staff just acted much more timidly and were a little bit less sure than we certainly would like them to be. I apologize and we apologize.

Going forward, what we've discussed is we've set up a group to look at the treatment of children. What we have planned is that when kids come in, we will immediately call the senior staff who know how to treat children properly. I know that this isn't going to help your family, but I hope that this is going to make a difference for kids in the future.

What's important from my standpoint now is making sure that we take the best care of your son moving forward, and that you know we'll be available to you to answer any of your questions and to make sure that things unfold smoothly from this point onward.

If you were the patient's parents, what would you hear "between the lines" of this conversation?
(A) The provider is showing empathy right away.
(B) The provider is acknowledging his fallibility.
(C) The provider is minimizing your feelings.
(D) The provider has identified actions to prevent recurrence of the mistake.