'Door Always Open' To Hear Complaints

'Door Always Open’ To Hear Complaints

By Robert Cummins

HIGHER EDUCATION REPORTER

City/County/Region

Page 3

The Ann Arbor News

Monday, February 20, 1978

Dan Donovan is a good talker; but he knows how to listen. too.

He is doing a lot of both as head of a new effort by University Hospital to reduce malpractice claims.

Donovan came to University Hospital last fall to head the new office of staff-patient relations, located just off the cafeteria on the fifth floor.

Donovan is a combination ombudsman, teacher, statistician and analyst in his job.

"My door is always open to patients," he says. Some have come down to his office to talk to him in their pajamas and robes.

Another Donovan responsibility involves improving the incident reporting and monitoring system at the hospital.

“AN 'INCIDENT’" is defined as any happening or situation involving patient care that is not consistent with the routine of the hospital," said Donovan.

Another basic program is orientation of all new employees. Hospital personnel are informed about the techniques of avoiding malpractice claims, and how to report “incidents” so that corrective action can be taken.

"We have a commitment to understand the patient," he says. "We must treat the whole patient, and understand his or her emotional as well as physical needs. They (patients) don’t want to be here, certainly, so we must make their stay here as pleasant as possible," he said.

Donovan considers patient education a large part of his task. “We want patients to understand what we can do and what we can’t,” he said. “They should know where the pennies come from that make up the health care dollar. Medical care too often is taken for granted. Such education is most effective when the patient is here. At other times, he may have the it-can-never-happen-to-me attitude.”

DONOVAN WORKED for Blue Cross-Blue Shield for 10 years, mostly monitoring use of services by patients and physicians. Then he spent two years with Chubb Pacific Indemnity Co. as a professional liability insurance consultant, dealing with claims and loss prevention.

Then he went back to Blue Cross in a similar capacity before coming to the U-M.

Donovan is anxious to hear patient gripes. "They are more than just people with an illness. They should see themselves as consumers, too, with questions and demands.

"I often hear patients apologize when they complain. That shouldn't be their attitude. I'm here to listen. There must be communication."

Donovan says many malpractice claims originate in personal and psychological scars, rather than physical ones.

“I've heard a malpractice attorney say that 9 of 10 people who come to him do so out of anger. ’ ’

WHAT SUCCESS is Donovan having in reducing malpractice claims? His answer is that it's too soon to know, for sure, since with the legal system the way it is, claims may not be filed and settled for two or three years or more.

"But I intuitively believe we are succeeding," he said. “Other programs like this have been able to show dramatic results.”

Donovan Reviews Date With His Assistant, Ann Munro

News photo by Larry E. Wright