Hospital sufferers, who are taken by senior doctors and nurses and are responsible for quality and safety, can help prevent patient complaints and legal action following a difficult death, an NHS. Pilots conducted in the hospital indicate the results of the study. Trust in the journal and publish online BMJ Assistant and Compliance Care.
Family authors say that families who use hospitals' exploitation services often do this because they do not have any questions about diagnosis or treatment problems, or any questions about the diagnosis or treatment of an individual diagnosed.
Complaints and legal action are both more likely when relatives feel that their questions have not been given a satisfactory answer and / or steps are taken to prevent the possibility of repeat of similar situations.
The authors wanted to find that complaints of physical services of Senior Clinicians and Quality and Safety Lead-led Hospital can reduce complaints of coronary, coroner interrogation and legal action, and help relatives to better cope with difficult death.
The use of the Medway model under which relatives are contacted with relatives of the next day after his relative's death, and a patient with relevant specialist doctor and matron is invited to a 1-hour semi-structured meeting on which the patient died.
If death is the subject of the investigation, meetings are early to reduce coronary functioning and prepare families well.
In the meeting, relatives are encouraged to describe their version of events and expect them to get answers to their specific issues and concerns. Formal minutes are taken by the surgical lead of the hospital for quality and safety, and the actions agree.
In a week of meeting, the typed minutes are sent to relatives who are informed of the results of the next investigation / pending issues. And their unnamed responses (good and bad) are all involved in patient care.
This service was applicable only to death after surgical procedures between May 2017 and January 2018, during which 121 invitations were sent, and 18 families offered (under 15%) offer.
Most of these (83%) families had no unanswered questions about the medical care given to their relatives, while three out of four (78%) had questions about the quality of care. One in 10 (12%) had questions about both.
The most common medical themes related to the management or the treatment of their loved ones, the time of investigation and the time of their life can save.
The most common issues of concern were about the quality of nursing care, with the help of various health professionals and between, and the need for other patients to experience what was going on.
Analysis of response forms indicates that almost half of the answers (44%) would have formally complained that they could not get the answers to their questions. Two families had sought legal advice, but did not proceed after the meeting.
Most of them (78%) used the service, they said they had got the closing, the remaining information was waiting for more meetings which was not available at the meeting.
An extra bonus was the ability to involve families in the investigation of serious incidents.
"Many other models [of bereavement care] Write to researchers, "Appears to provide counseling or other psychological support, rather than aiming to reduce complaints, inquiries, and litigation by providing answers to questions or directly discussing questions."
"We believe that families should not have to complain or complain to receive answers or complain after a loved one dies, they should have the right to use it through hospital services."
This pilot study is based on surgical cases alone on a hospital trust, and therefore it may not be applied elsewhere, but the authors say it is more valuable.
"Further research requires that this type of service, at national level, needs to be explained if NHS complaints and claims reduce costs."
Reviewed peer? Yes
Type of evidence: pilot study
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