Open Discloure Policy

Aunty Jane Open Disclosure Policy

Effective Date: 1/1/2025
Reviewed: 1/1//2026

Purpose

Aunty Jane Pty Ltd is committed to fostering transparency, accountability, and trust with our clients. This policy outlines the principles and procedures for open disclosure in the event of a patient safety incident, ensuring compliance with the NSW Health Open Disclosure Policy (PD2023_034).

Scope

This policy applies to all Aunty Jane staff involved in providing telehealth services, including medical, nursing, and administrative personnel. It is relevant for all client interactions where a patient safety incident occurs during the delivery of care.

Policy Statement

Aunty Jane acknowledges the importance of open and honest communication with clients who experience harm while receiving care. Open disclosure is conducted in accordance with NSW law and ethical standards, ensuring that clients:

Receive a clear explanation of the incident and its consequences.
Are provided with a sincere apology and expression of regret.
Are involved in discussions about the incident and any steps taken to prevent recurrence.
Have access to appropriate follow-up support and care.

Definitions

Patient Safety Incident: An event or circumstance that resulted in harm to a client while receiving healthcare services.
Apology: An expression of sorrow or regret about the incident, which does not constitute an admission of liability.
Open Disclosure: A process of open and honest communication with a client following a patient safety incident.

Principles

Aunty Jane is committed to the following principles of open disclosure:

Patients have a right to be informed about patient safety incidents that have affected them.
Healthcare providers must communicate openly, honestly, and in a timely manner.
Acknowledge the incident as soon as it is identified.
Provide an empathetic response and confirm that the incident is being taken seriously.
Offer a genuine and sincere apology or expression of regret for what has occurred.
An apology should not be confused with an admission of liability but is essential for maintaining trust.
Provide emotional, practical, and clinical support to the patient and their family.
Ensure the patient feels heard and respected throughout the process.
Recognize that staff involved in patient safety incidents may also require support.
Foster a culture that encourages reporting and learning from incidents without fear of retribution.
Link open disclosure processes to broader risk management systems.
Use the insights gained from incidents to implement measures that improve safety and prevent recurrence.
Engage with the patient and their family as partners in resolving the issue.
Respect the patient’s cultural, linguistic, and individual needs during communication.
Ensure that patient information is protected and shared only as necessary to resolve the incident or comply with legal requirements.
Adhere to relevant privacy legislation, such as the Privacy Act 1988 (Cth) and NSW-specific privacy laws.
Respond promptly to patient safety incidents.
Schedule open disclosure discussions as soon as practical, while ensuring sufficient preparation for effective communication.
Treat every incident as an opportunity to improve healthcare systems and processes.
Document and share lessons learned to foster a culture of continuous improvement.

Procedure

1. Identification of an Incident

Any staff member who identifies or becomes aware of a patient safety incident must report it immediately to their manager or supervisor.

2. Initial Response

Ensure immediate care for the client to address any harm caused by the incident.
Notify the Nurse Unit Manager or Medical Director of the incident.

3. Preparation for Open Disclosure

Gather all relevant facts and details about the incident.
Identify the appropriate staff to lead the open disclosure discussion (e.g., Nurse Unit Manager or Medical Director).
Schedule a meeting with the client and their support persons at a mutually convenient time.

4. Open Disclosure Discussion

Begin with an expression of empathy and a sincere apology for the incident.
Provide a factual explanation of what occurred and why, based on available information.
Discuss the potential consequences of the incident and any steps being taken to prevent recurrence.
Address any questions or concerns raised by the client or their support persons.

5. Documentation

Document the incident and the details of the open disclosure discussion in the client’s record.
Include the client’s responses and any agreed follow-up actions.

6. Follow-Up

Provide ongoing support to the client, including access to counseling or additional care if required.
Monitor the implementation of corrective actions to prevent recurrence.

Roles and Responsibilities

All Staff: Report patient safety incidents and participate in open disclosure processes as required.
Nurse Unit Manager: Lead the open disclosure discussion and oversee the resolution process.
Medical Director: Monitor serious adverse events and ensure compliance with open disclosure principles.

Compliance

This policy aligns with the NSW Health Open Disclosure Policy (PD2023_034) and other relevant legislation, including the Privacy Act 1988 (Cth).

Review and Evaluation

This policy will be reviewed annually to ensure ongoing compliance with legislation and best practices. Any changes to state or federal regulations will be incorporated into the policy immediately.

Contact Information

For questions or further information regarding this policy, please contact:
Email: info@auntyjanehealth.com