The Power of Apology in Health Care

The Power of Apology in Health Care

This lecture provides a strong message about the importance of hand hygiene. The function and role of the health services commission is provided. The commission is described as an independent expert complaints resolution unit. The complaints made by people to the health services commission about a service provider are discussed and described as invitations for the service providers to make quality improvements.  The importance of genuine apology is emphasised. This is a highly informative, humourous and entertaining lecture.

The main concepts explored in this session are:

• Hand hygiene
• Health services commission: Independent expert complaints resolution unit
• Complaints: Invitations for quality improvements
• The importance of genuine apology

Dr Beth Wilson is the health services commissioner of Victoria, a position she has held since May 1997.  The purpose of the Health Services Commission is to receive and resolve complaints about health services providers. Dr Beth Wilson is a qualified lawyer with a long-standing interest in medico-legal and ethical issues. Dr Beth Wilson is a talented teacher who uses humour appropriately in her lectures. This makes her sessions engaging as well as highly informative.

Speaker name: Dr Beth Wilson
Recorded: 24 & 25 June 2010
Listening time: 46 Mins
Conference: Law and Ethics in Aged Care
Session in Conference: The power of apology in health care
State: Melbourne, Victoria, Australia

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