Priority 2: The Front-line Staff
The IHI team acknowledges that fighting off shame and blame is a huge challenge after serious events.
Priority 3: The Organization
The 36-page paper includes a list of important words hospital officials should use to assure the public and staff understand that the hospital take responsibility and has absorbed the severity of the incident. It suggests CEOs use words or phrases of compassion, concern, empathy, and remorse, such as "alarmed, appalled, ashamed, and disappointed."
It also includes a list of 14 hospital CEOs willing to talk about tragic events at their institutions, including Rady Children's Hospital in San Diego, which grappled with incidents involving sexual abuse of children by employees.
Other parts of the paper deal with how to engage with the media.