'Patients have a right to know'
Disclosure part of The Ottawa Hospital's philosophy, says patient relations, advocacy consultant
Thursday November 20, 2008 -- Natalie Miller
It's 3 a.m. at The Ottawa Hospital and a nurse is doing rounds. By accident, the nurse gives one of her patients the Tylenol 3 intended for another patient. While the patient who mistakenly received the Tylenol 3 isn't allergic, the nurse would immediately disclose that information to the patient and tell the physician for starters.

The hypothetical situation is a case that illustrates The Ottawa Hospital's position on disclosure, a process which involves telling patients when a mistake is made in regards to their care.

"It's part of The Ottawa Hospital's philosophy," says Cathy Beach, patient relations and advocacy consultant.

"Patients have a right to know about what's being done to their body (in order) to make informed decisions about their care. How can they trust us if we're not telling the truth?"

What patients and families want is honesty, the opportunity to ask questions and the reassurance staff will take necessary action to reduce the risk of the mistake happening to someone else, she says.

"People don't get angry when you tell them the truth."

She says they may become upset and/or distraught but it's much better to be forthright instead of, for instance, having a relative approach staff after hearing his or her loved one received the wrong medication.

"It's important patients and families are told as quickly as possible when things go wrong. It's in respect for them, their autonomy and to ensure we don't lose their trust."

The Ottawa Hospital has had a disclosure policy in place since 2003.

In 2007, the hospital, guided by its director of patient relations and risk management, Anne MacDonald, began developing a new, comprehensive disclosure policy. Beach and her colleague, Kim Holland-Perrier, who is now acting director of patient relations and risk management, created a disclosure tool kit.

The disclosure tool kit is essentially a book that presents an overview of the steps an employee should take to disclose preventable adverse events.

The Ontario Hospital Association (OHA) recently recognized The Ottawa Hospital's disclosure tool kit. Earlier this month the OHA released a booklet, 'Patient Safety: Leading Practice in Ontario: Improvements, Ideas and Innovations 2008.'

The Ottawa Hospital's tool kit was one of 46 initiatives highlighted in the booklet.

The OHA received more than 100 entries and a panel, which included representation from HIROC, helped select the published entries.

Read more about The Ottawa Hospital's disclosure tool kit in an upcoming story.

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