What Happens When Things Go Wrong in Healthcare?
When things don’t go well in healthcare, you can ask for an open and honest discussion with your healthcare provider about what happened, this is a process called Open Disclosure. Australia’s health system has set up a framework and policies about how this occurs – you might want to check the Australian Commission of Safety and Quality in Health Care website for more information.
This practice is a key component of the Clinical Governance Standard within Australia’s National Safety and Quality Health Service (NSQHS) Standards.
Key Elements of Open Disclosure:
- Apology or Expression of Regret: A sincere statement including the words “I am sorry” or “we are sorry.”
- Factual Explanation: A clear account of what occurred.
- Patient and Family Experience: An opportunity for you and your family to share your perspective.
- Discussion of Consequences: An overview of the potential impacts of the event.
- Explanation of Next Steps: Information on actions being taken to manage the situation and prevent recurrence.
For a comprehensive understanding, refer to the Australian Open Disclosure Framework there is also useful FAQ on Open Disclosure and your Healthcare Rights.
What to Expect:
The Open Disclosure process is designed to be transparent and supportive. However, experiences may vary, and you might not always be aware when an Open Disclosure conversation is taking place.
Need Assistance?
If you have concerns or need support during this process, our Advocacy Team can help. Call 9221 3422, however please be aware that due to high demand, there may be a 6-8 week wait before an Advocate can assist you.
We are working hard to get this wait-time down, however as a not-for-profit we cannot always secure the resources we need to serve Western Australians in the healthcare system.
