A punitive response to errors is bad for patient safety and staff morale – but there is another way
When something goes wrong, a simple shift in language can make all the difference. Instead of asking ‘who’s to blame?’ or ‘what did you do?’, try asking ‘what happened?’ and ‘what were the circumstances?’. This can be the key to improving patient care as well as the lives of healthcare staff.
Nursing Standard. 34, 9, 14-17. doi: 10.7748/ns.34.9.14.s9
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