Healing Words
By Michael Woods, MD
Second Edition, Revised
For every medical intervention, there is an expected outcome. But there is also the possibility for unintended consequences. While it’s comforting to believe modern medical science can perform miracles, the reality is that human bodies often react in unpredictable ways—even when the treatment is standardized and evidence based.
Healing Words is about the aftermath of the unexpected in healthcare, and the simple idea that when complications occur, healthcare providers— whether physician, nurse, or therapist— should apologize, offer ongoing care and support, and be truthful to the patient and family about what happened. Failing to do so demeans the practice of medicine, the relationship between two people, and fosters a mindset that interferes with our ability to act effectively as healers.
What I’m proposing in this book is simple, but profoundly important. I’m encouraging my fellow providers to practice a common courtesy played out on the street every day. Just as a stranger automatically apologizes for unintentionally bumping into someone on a sidewalk, an apology should be the norm if a doctor is running late, interrupts a patient to take a phone call, misplaces a file—or initiates care that results in an unexpected or life-threatening outcome.
Apology is about relationships and preserving them, and I believe—and statistics support this—that, when dealt with honestly, respectfully, and compassionately, patients will accept an apology and choose not to litigate.
While focused on healthcare and providers, Healing Words is the "how to" manual for apology and truth-telling in all walks of life.
This revised iBook-only edition incorporates video and review questions to drive home key points about authenticity in healthcare— and life.
