Fr

Communicating Unexpected Outcomes - Leader Masterclass

The Communicating Unexpected Outcomes - Leader Masterclass is a half-day workshop, offered on-site in healthcare institutions, that will improve the skills of healthcare leaders to better support their teams of physicians, nurses and other healthcare professionals in disclosing clinical errors with honesty, empathy and respect.

This program is for: Healthcare professionals in a leadership role.

Benefits of the Program

  • Improved understanding of leadership accountability in terms of disclosure
  • Enhanced communication skills with team members 
  • Effective tools to support and coach team members with disclosure
  • Tools to help team members coping with the stress of having made a clinical error

Topics to be Covered

  • Understanding events in a Just Culture 
  • Coaching disclosure
  • Helping healers

Learning Objectives

By the conclusion of the workshop, participants will have learned to:

  • Describe how disclosure of harm fits with improving quality of care
  • Explain the accountability of leadership in the initial (early) and post-analysis stages of disclosure
  • Outline how a just workplace culture and systems approach support an ethical and fair understanding of unexpected clinical outcomes, including those originating from clinical errors
  • Define human error, at-risk behaviour and reckless behaviour of providers and how these can contribute to poor clinical outcomes
  • Recognize the importance of communicating factual information on what has happened, including what is being done to prevent further occurrences
  • Describe a process to meet the common needs of patients experiencing unexpected clinical outcomes
  • Describe how to obtain the perspective of patients and families in understanding how an event happened with the goal of improving care for future patients
  • Outline 3 ways to consider providing practical support to families in disclosure circumstances (e.g. when to cover out-of-pocket expenses)
  • Explain when to apologize, who should apologize, when an apology with responsibility is called for, and when apology by the organization’s leadership is appropriate 
  • Summarize how to engage with a patient’s and family’s psychological and emotional state, focusing on how to address disappointment, anger and disagreement
  • Describe at least 3 principles for documentation of disclosure and follow-up
  • Describe how to coach and support healthcare teams and individual providers in disclosing clinical errors with honesty, empathy and respect
  • List at least 2 ways to support teams and individual providers trying to cope with the stress of having made a clinical error that has harmed a patient
  • List actionable approaches to improve the support for providers available by your organization
  • Outline the principles of disclosure of information from legally protected reviews of clinical care
  • Explain when lawyers should get involved (the role of the legal team of their own organization and the CMPA)
  • Describe how to access disclosure resources for leaders and where to obtain additional expertise
  • List elements of an organizational plan to further improve disclosure communications for patients and families 


Duration: 3 hours - Delivered on-site within your organization.


Prerequisite: Communicating Unexpected Outcomes - Clinician Masterclass

See Accreditation Details for this Program

To book an on-site Communicating Unexpected Outcomes - Leader Masterclass program for your organization, please email us at info@saegissolutions.ca or call us at 1-833-435-9979.

For GENERAL questions or inquiries

If you have a question or inquiry about Saegis, please do not hesitate to contact us.

 We will respond to you within 2 business days.