What information should be included in a written notification?

The content of a written notification letter can and should vary depending on the circumstances of the adverse event, the nature of the oral disclosure conversation(s), and the level of involvement that the patient and family have in the aftermath of an event. A written notification, as well as oral disclosure, should include three primary components: show empathy, state the facts, and commit to resolve.

Healthcare organizations should consider clarifying in a written notification that the letter is provided as a follow-up to a previous oral disclosure conversation. Organizations should also consider clarifying the nature of the event for which a letter is being provided.

The Oregon Patient Safety Commission has conversation guidance organizations can use for both the initial oral disclosure conversation and follow-up conversations. The guidance is based on research from leaders in the healthcare communication and resolution field. Every conversation is unique, and you should adjust your approach in consultation with your liability insurer.