I’m Kate Dewhirst.

I’m a lawyer who writes about legal issues affecting healthcare in Canada

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Wow. I wasn’t expecting that! Managing volatile situations in health care

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Health care organizations of all shapes and sizes deal with volatile situations involving patients (or clients or residents) and family members or caregivers.

Remember this case from last year of the woman at a health clinic who was yelling racist comments about wanting to see a “white doctor” and getting increasingly angry that only “brown doctors with brown teeth” were available?

How can you prepare your team to respond to such a situation?

Today I spoke with a group of health leaders and we explored their views on the top triggers that ignite volatile situations in their teams. They said:

  • Wait times: Waiting to get an appointment, waiting for a referral or waiting in the waiting room to be seen
  • Prescription disputes: Arguments over narcotics, prescription renewals, or disputes over whether antibiotics are needed
  • Treatment disputes: Disagreements over the need for care or urgency of care or the recommended plan of care
  • Impaired individuals: Individuals who show up for appointments under the influence of alcohol or illegal drugs
  • Privacy disputes: Family members being denied information about their loved ones for privacy reasons

We discussed proactive and reactive tools  to manage these disputes.  These ideas may be helpful for you in your health leadership role:

  • Culture: Always work on and invest in your organizational culture of respect and kindness – to prevent issues from arising in the first place
  • Discuss: Share examples of unusual situations – like the video above – with your team and talk about how you would respond if that happened
  • Survey: Survey your team members about the issues that bother patients and their families – then consider ways of proactively addressing any information gaps that contribute to that dissatisfaction. Such as, creating a brochure or video or poster that is available in your waiting areas.
  • Resilience: Build resilience in your team – through mindfulness and de-escalation training techniques

 


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Some of Kate’s recent and upcoming events

Board risk and statutory compliance

May 28, 2018

Kate teaches a FHT board how to meet their obligations in this evening session.

Team Privacy Training Events

May 30, June 6, June 12, June 19, August 30

For Primary Care clinics and FHTs

Kate trains health professionals from many more primary care organizations how being privacy-respectful can improve therapeutic relationships. more details...

Primary care webinar: Marijuana in the workplace

June 7, 2018, 12 noon

Part of Kate’s monthly webinar series.

Changes in the law means changes in the workplace Kate and lawyer Maria McDonald discuss the outcomes for workplaces of new cannabis legislation.

Full details and registration here.

Primary care webinar: “I'm being harassed!”

September 6, 2018, 12 noon

Part of Kate’s monthly webinar series.

Kate and lawyer Maria McDonald discuss how to deal with harassment and harassment claims in the workplace.

Full details and registration here.

Privacy Officer training

October 2 through November 6, 2018

Kate’s next training course for Privacy Officers in health organizations.

Open to all health Privacy Officers, as well as those hoping to become Privacy Officers. Full details and registration here.

Advanced Privacy Officer training

November 13, 2018

For experienced Privacy Officers within healthcare organisations.

This one day training course focuses on how to handle difficult privacy situations using real-life (but anonymized) case studies and role-play.

Kate Dewhirst Health Law

Kate says:

My mission is bringing the law to life. I make legal theory understandable, accessible and fun! I’m available and love to work for all organizations in the healthcare sector across Ontario and beyond.

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