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How to have effective open disclosure conversations
As a healthcare professional, you are often on the front line of patient care, and that includes navigating difficult conversations following an adverse event. Open disclosure is a crucial process in healthcare, ensuring that when something goes wrong, patients and their families are treated with honesty, empathy, and respect. But how do you, as a clinician, effectively handle these conversations?
Understanding the open disclosure process can make a significant difference in how patients perceive the care they receive after an unexpected outcome. A well-handled conversation can foster trust and reduce the likelihood of complaints or legal action.
Why open disclosure matters in healthcare
“Research shows that 70% of patients who receive timely, transparent communication after an adverse event are more likely to maintain trust in their healthcare provider” (BMJ Quality & Safety Journal).
As a healthcare professional, you are often the face of the healthcare team, and patients trust you to communicate clearly, especially in difficult times. Open disclosure is not just about admitting that something went wrong—it’s about maintaining that trust and providing support when patients need it most.
Key elements of an effective open disclosure conversation
- Preparation is key
Before initiating an open disclosure conversation, ensure that you have all the facts about the incident. Collaborate with your healthcare team to gather the necessary details, including what happened, why it happened, and what steps are being taken to prevent it from happening again. Understanding the situation thoroughly will give you the confidence to answer patient questions and concerns accurately. - Choose the right environment
Find a quiet, private space where the patient or their family can feel comfortable discussing the event. Avoid public areas or places where interruptions are likely. Creating a safe and respectful environment shows that you are giving the conversation the seriousness it deserves. - Be honest and clear
When discussing the event, be transparent about what happened. Use clear, straightforward language that the patient and their family can understand. Avoid medical jargon that could confuse or frustrate them. The key is to provide a clear and honest account while showing empathy for their situation. - Acknowledge the patient’s experience
One of the most important elements of open disclosure is acknowledging the emotional impact of the incident on the patient and their family. Express genuine regret for the situation, even if the event was beyond your control. Let the patient know that their feelings are valid and that their wellbeing is your top priority. - Apologise and express regret
An apology can go a long way in restoring trust. Even if you are not personally responsible for the event, expressing regret and acknowledging the patient’s distress shows empathy. Apologies do not necessarily imply liability but demonstrate that you and the healthcare team care about the patient’s experience and are committed to making it right. - Offer support and next steps
After the conversation, patients often want to know what comes next. Outline the steps your healthcare team is taking to address the incident and prevent future occurrences. Offer support resources, whether it’s emotional support, further medical care, or follow-up conversations. This shows that the healthcare team is committed to learning from the incident and improving future care.
The role of healthcare professionals in the open disclosure process
Healthcare professionals play a vital role in ensuring that the open disclosure process runs smoothly. As the clinicians closest to patients, you have a unique position to offer emotional support and foster a compassionate environment. By handling these conversations with care and professionalism, you not only help maintain the trust patients have in the healthcare system but also contribute to a culture of openness and continuous improvement.
How to build confidence in open disclosure
For many healthcare professionals, having these conversations can feel daunting, especially when they involve sensitive or emotional topics. The best way to build confidence is through training and practice. Open disclosure training programs can provide you with the tools and techniques to handle these discussions more effectively, ensuring that both you and the patient feel supported throughout the process.
At Insync, we offer a specialised Clarity in Care: Open Disclosure Workshop to help healthcare professionals navigate the complexities of open disclosure with confidence. Our interactive sessions provide practical strategies for handling difficult conversations, aligning with the Australian Open Disclosure Framework, and maintaining compassionate care throughout the process. If you’re looking to enhance your skills and gain more confidence in conducting open disclosure conversations, we have opportunities available to join our upcoming Open Disclosure Workshops.
