Abstract
In response to complaints and claims by patients, the Fukui General Hospital in April 2002 introduced a unique flow chart, which consists of 3 phases, primary through tertiary. The primary and tertiary phases corresponded to those conventionally practiced where a general risk manager (GRM) is not involved. In the secondary phase a GRM maintains a neutral position. In the most sensitive portion of this phase, its final segment, a meeting was introduced to allow for discussion between the parties representing the patient and the medical personnel. Also in attendance at the same meeting is an impartial GRM.
Results of the introduction of this new system show:1) In spite of the initial discrepancies in understanding by the parties involved, they eventually came to an amicable view of the situation;2) Both parties accepted the intervention by the GRM, who was regarded as a member who was impartial in regard to both parties;3) Arranging for this meeting as well as the intervention by the GRM not only avoided unnecessary legal disputes but also resulted in a solution acceptable for both sides, which was more reasonable than if legal means had been pursued;4) The average number of days required for the secondary phase was 33 days (range from 2 to 195 days).
As a result, it is believed that establishing a trusting relationship between the GRM, patients and medical personnel is of primary importance when attempting to reach an amicable settlement in these kinds of cases.
