NYC CHAPTER DELIVERS INNOVATIVE PROGRAM FOR ETHICS AWARENESS MONTH
On March 28, the Chapter delivered “Accountability: An Ethical Imperative” for Ethics Awareness Month. The program was designed and led by President-Elect Bart Shachnow and hosted by President John DiForte.
The program described the problems the medical malpractice industry has historically faced. Specifically, patient and/or family complaints, threats of lawsuits or lawsuits associated with adverse medical outcomes have traditionally resulted in health care providers’ adopting an “us vs. them”, “deny and defend” strategy. This creates a breakdown in communication, an adversarial relationship between patient/family and health care provider, and ultimately, increases the likelihood and cost of litigation.
In contrast to this approach is a highly innovative strategy that promotes pro-active communication whenever an adverse medical event occurs. This communication is based on establishing immediate accountability: showing empathy when an adverse event occurs, and apologizing, and facilitating a fair settlement if (and only if) the health care provider is determined to be at fault.
This accountability-based approach has been implemented at various hospitals and health care systems, including the Veterans Administration Hospital in Kentucky and the University of Michigan Hospital, with dramatic results in terms of reductions in both the severity and frequency of medical malpractice claims.
Shachnow hammered home the central theme throughout the program, that taking accountability for one’s actions is the basis for ethical behavior. Further, the lessons learned in implementing accountability-based strategies in the health care industry have application for all lines of insurance. “’Taking accountability…’, Shachnow noted,’is not only the right thing to do, but it is a central pre-requisite to outstanding customer service’”
In attendance at the program were Jim Marks, Executive Vice President of the CPCU Society, and Pete Miller, Chief Executive Officer of the AICPCU and the Insurance Institute of America. They, and the other members of the class engaged in a thoughtful, and highly spirited discussion of the issues raised in the program.
Bart Shachnow MBA,CFP(r),CLU,ChFC,CPCU
Associate Director/Broker Outreach Program
AIG Insurance School
72 Wall Street/1st floor
New York, N.Y., 10005
212-770-8063
bart.shachnow@aig.com
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