A culture of openness - An MPS perspective
A culture of openness in the NHS is critical to improving the quality and safety of healthcare. The overwhelming majority of patients receive safe and effective care. However, when things do go wrong, it can be catastrophic for all involved.
Effective communication after an adverse outcome lies at the core of rebuilding trust and supporting healing for the patient, their loved ones and the healthcare team involved. Poor or no communication compounds the harm and distress that has already been experienced. Ninety two per cent of MPS members surveyed state that they are open and honest with patients and recognise that good communication drives down patient complaints.3
MPS has long supported and advised members to be open with patients when something has gone wrong. Despite the reassuring support reflected in our survey of members about the importance of open communication, in ourexperience many doctors have concerns about the process relating to the legal consequences and their lack of training in the skills required to be open and do it well.
MPS, with other stakeholders, has been actively involved in discussions with the Department of Health about the best way to achieve the levels of honest and open communication that today’s patients rightly demand and should receive.
This report presents the results of an online poll of MPS members and a survey commissioned by MPS and conducted by ComRes which explored themes around communication, medical errors and barriers to openness. We explain why we believe a cultural shift in the NHS is what is needed to achieve openness.
We review legislation used in the US and the extent to which this has worked, and summarise how we believe openness can be achieved through cultural change.