NHS staff across Scotland will be trained on the use of compassionate communication in a bid to improve patient safety.
A study conducted by NHS Education for Scotland and Health Improvement Scotland found patients felt safer by having someone listen to their experiences after adverse events.
The findings were published in the British Medical Journal and have been positively received by NHS boards across the country.
Healthcare Improvement Scotland’s Donna Maclean said: “The compassionate communications training has seen an unprecedented uptake across NHS boards in Scotland, with the first two cohorts currently under way and evaluation taking place also.”
Patients who had suffered from adverse events – defined as an event that could have caused or resulted in harm to people or groups of people – were interviewed for the study.
Clear communication and a person-centred approach was seen as being central to helping those who have suffered from traumatic events.
Researchers found many said their faith was restored in the healthcare system if staff showed compassion and active engagement.
This approach is likely to enhance learning and lead to improvements in healthcare.
Health boards were advised that long timelines can have a negative impact on the mental health of patients and their families.
Rosanna from Glasgow, who was affected by an adverse event, said: “I believe this study and its findings are crucial to truly understanding patients and families going through adverse events.
“Not only does the study capture exactly what needs to change, but it also highlights the elements that are most important to us: an apology and assurance that lessons will be learnt is all we really want.
“I feel really proud to have been part of this study and feel that my contribution, and those of others, will help shape the future of others undergoing this process.”
The findings provide an insight into what “good” patient and family involvement looks like.
They are expected to shape the ongoing work by Healthcare Improvement Scotland to standardise the handling of category 1 adverse events across NHS Scotland.
The report’s co-author Dr Jean McQueen said: “It was a privilege to speak to the study participants and learn what matters to patients and family following an adverse event in healthcare.
“As the national education provider for health and social care in Scotland we aim to ensure our work has a positive impact on people’s lives.
“We will embed the findings in our educational programmes, and together with our partners in Healthcare Improvement Scotland we are committed to ensuring patients and families are included in our adverse event review processes in Scotland.”
