GIL_VU_T2P_August_2016.pdf

Transcript

1. Minimising patient complaints and reducing risk Christie Boucher Client Risk & Development Executive
2. © Guild Insurance 2016 My role… 2
3. © Guild Insurance 2016 Complaints against osteopaths 3 Patients: “I came to see you…and I ended up worse off” Professional conduct: “That’s not what’s expected of a registered osteopath”
4. © Guild Insurance 2016 Patient complaints “I came to see you…and I ended up worse off” Allegations that osteopathy care: • aggravated, rather than relieved, the patient’s condition • led to the patient suffering an injury ‒ Disc injury ‒ ‘Stoke’ like symptoms ‒ Fracture ‒ Soft tissue • resulted in delayed or incorrect diagnosis • led to inappropriate touching • other… 4
5. © Guild Insurance 2016  Effective communication  Thorough assessment and examination  Differential diagnoses and pre treatment screening  Managed patient expectations  Appropriate treatment for the patient’s condition  Patient warned of known complications and material risks…and consented to treatment  Performed treatment competently  Adhered to professional standards of practice  Good clinical records  Safe environment  Etc… What is best practice? 5
6. © Guild Insurance 2016 Being a registered osteopath “That’s not what’s expected of a registered osteopath” 6
7. © Guild Insurance 2016 Conduct complaints “That’s not what’s expected of a registered osteopath” Allegations about: • Quality of care • Professional boundaries • Inappropriate touching • Advertising • Social media • Etc.. 7
8. © Guild Insurance 2016 Who receives complaints? Anyone! But especially those who don’t…  Commit to effective communication every working day and with everyone  Perform thorough assessment and examinations before treating  Consider differential diagnoses…no matter how sure they are  Perform pre treatment screening for contra-indications to proposed treatment  Choose the right treatment for the patient’s condition and co- morbidities  Adequately warn the patient of known complications and material risks  Get informed consent to treatment 8
9. © Guild Insurance 2016 Who receives complaints? Anyone! But especially those who don’t…  Perform treatment competently and within scope of practice  Keep adequate clinical records  Know the AHPRA rules or think they don’t apply to them  Realise you can no longer separate personal from professional on social media  Seek help...early  Think it’ll ever happen to them! 9
10. © Guild Insurance 2016 Prevention is better than cure 10 Stop and think about what can happen… before it does!
11. © Guild Insurance 2016 Insurance Not all risks can be avoided. Therefore having the right insurance is part of managing your risks. 11  Guild Insurance works in partnership with OA to understand your needs  Our lawyers and claim staff are experts in managing osteopathy claims and investigations  Special premiums for OA members – reduced premiums in 1st and 2nd year  Pay your premium by the month at no additional cost  Nil excesses for claims and investigations
12. © Guild Insurance 2016 12 © August 2016 - This training material has been prepared by Guild Insurance Ltd (Guild), ABN 55 004 538 863, AFSL No 233791 and is intended to provide general information only in relation to Risk Management and does not constitute the provision of legal advice.