Category: Risk

Tracking Privacy Breaches in 2018 – Tools and Tips

I’ve delivered five team privacy training sessions for health care groups this month all over the province. One thing that has everyone talking is the new requirement to track privacy breaches and report the statistics to the Information and Privacy Commissioner of Ontario in 2019. Here are some tools and tips to help you better… Read more »

Cyber Risk Management – What’s a Privacy Officer to Do?

Have you seen this tool from HIROC – the Health Insurance Reciprocal of Canada? Cyber-Guide If you are a Privacy Officer in healthcare – you should read this tool.  It’s great. It’s brand new – November 2017. You may have a vague understanding of words like “ransomware” and “phishing” and “social engineering“.  And maybe you… Read more »

What bothers patients? Why do they complain? What we can learn from the Patient Ombudsman’s First Annual Report in Ontario

The Patient Ombudsman just released her first report: Patient Ombudsman Annual_Report_Final_EN A year of patient and caregiver conversations and complaints by the numbers: Almost 2000 complaints 1431 complaints received by phone 553 written complaints Complaints were made by: 37% patients 29% substitute decision-makers 23% caregivers 6% family members 5% other Some complaints were rerouted to other… Read more »

What you say matters: Mission, vision and values

What commitments have you made to your patients, team members and the public? When I work with a healthcare organization through a difficult situation (like a patient complaint or a privacy breach) I always look at their mission, vision and values.  These public statements should guide all decision making through difficult times.  These statements are your guide… Read more »

Do you know how to apologize?

A note popped into my inbox this morning from Michael Hyatt, who is an extraordinary business coach.  The topic is “The anatomy of a true apology”. I am working right now with a medical office on a privacy breach and notifying patients.  And we have had some heartfelt discussions about how to convey sincerity in… Read more »

Managing Every Day Complaints in Health Care

I recently surveyed administrative and clinical team members at a family health team and discovered the top 5 issues that lead patients or families to complain where the conversation can get heated: Being told they cannot receive test results over the phone for a family member without the patient’s consent Long wait times Not being able to receive… Read more »