I picked the following up from [Spine-Health]:
In March of 2006, Harvard’s 16 teaching hospitals unanimously agreed
to communicate with patients and their families about adverse events
using this format:
Immediately after the event:
- Acknowledge the event
- Express regret
- Take steps to minimize further harm to the patient
- Explain what happens next
- Commit to investigate and find out why the adverse event occurred
- Later follow-up
- Disclose the results of the internal investigation
- Apologize if there was an error or systems failure
- Make changes to prevent the failure from recurring
- Provide continuing emotional support to the patients and the health professionals involved
Though routinely disclosing and apologizing after adverse events is
still rare, Harvard’s initiative is not the first of its kind. The
Lexington Veterans Affairs (VA) Medical Center has had such a policy in
place since 1987. Denver-based physician-run medical liability insurer
COPIC Insurance Co. has a similar program, and the University of
Michigan Health System says it is saving $2 million a year in
litigation costs thanks to its initiative.
Now think, what if we had our own apartment industry standard. Maybe that is a little ambitious, what if we had a company standard created in a collaborative environment that followed the above framework. I wonder how it would effect both our leasing efforts and our ability to retain residents.
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I definitely think this holds value. I used to work for Marriott, and they taught a similar procedure:
LEARN.
L- Listen
E- Empathize
A- Apologize
R- React
N- Notify
I’ve held onto that for seven years and it helps me effectively address concerns and issues with residents every day.