Category: Risk

Last Friday, the Information and Privacy Commissioner of Ontario released two new health privacy decisions. Decision 68 reads like a made for tv movie. It’s a doozy.  Hold on to your socks. The facts are complicated. I’ll try to simplify the back story. Back Story A patient complained that her former spouse (a physician) was… Read more »

Every health care organization receives complaints. A complaint is any negative feedback received from a patient or family member of a patient about your services. Health care is a complicated service industry and no matter how great the services you deliver are or the quality of your team members, there will always be gaps in… Read more »

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… Read more »

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 »

If you are a CEO or ED of a healthcare organization, you need to talk to your board about risk. How do you do it without scaring them or boring them? You make risk real. You explain real situations that have happened to similar organizations. Here are a couple of pointers: Give them a risk architecture:… Read more »

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 »

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 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 »

If you are a health care leader, at some point you have wondered about the risks of social media. You know you need to use social media platforms to share your organizational message. And you may want to expand what you are doing though social media in order to stay relevant with your patient population like add… Read more »

The other day I was a pedestrian on the sidewalk waiting for the traffic light to turn green. Up rode a young guy on a bicycle – on the sidewalk. Honestly, I hadn’t noticed he was on the sidewalk.  But a woman next to me did. And she instantly tore into him. “How dare you… Read more »