Unfortunately, in medicine things do not always go as planned. During treatment, patients may experience complications and subsequently suffer harm or patients perceive that the provider did something wrong, resulting in a complaint investigation or lawsuit being filed. In many cases, the healthcare provider experiences anxiety and distress after one of these events.
HEALS provides education and support to insured healthcare providers after they experience a bad patient outcome, during a complaint investigation and during malpractice litigation. The program focuses on the healthcare providers’ thoughts, concerns and questions about the events unfolding around them. HEALS is an information sharing program with its primary objective being to help providers return to peak performance as quickly as possible.
HSG’s Claim Department and the Risk Management & Patient Safety (RM&PS) Department work closely together to deliver the HEALS program to insured clients. HEALS is part of HSG’s claims services. HEALS is managed and controlled by the Claim Department as part of the claims process but delivered by HSG’s RM&PS Department. Since it is a part of the claims management process, the information discussed is privileged just like other claims related information.
For more information: Risk Management & Patient Safety Newsletter, Spring 2014, Volume 11, No. 2 newsletter & HEALS brochure