Online Extras for Civil Leadership: The Final Step to Achieving Safety, Quality, Innovation, and Profitability in Health Care

These resources supplement the book, Civil Leadership: The Final Step to Achieving Safety, Quality, Innovation, and Profitability in Health Care. Follow the links below to gain more valuable information related to this topic.

Web Sites
Civility Mutual® Educational Services
Civility Mutual® Educational Services is dedicated to providing novel, cutting-edge relationship-based educational materials to health care providers and their organizations. Its goal is to assist clients in achieving greater success in providing relationship-based health care, resulting in safer care of higher quality, greater provider and patient satisfaction, and reduced malpractice liability.

PerforMax3 On-Line Courseware
PerforMax3 On-Line Courseware is designed and built with the needs of the learner in mind. The content is friendly to the user, easy to navigate, highly interactive and meets healthcare regulatory requirements. All content is fully customizable to allow users to rapidly create and develop robust lessons. A hosted courseware management system allows users to take full advantage of the internet to rapidly distribute SCORM conformant courses, track student progress, and report results.

The Marshall Goldsmith Library
Free resources from leadership expert and New York Times best-selling author Marshall Goldsmith, Ph.D., writer of the Foreword to Civil Leadership

Also from Michael S. Woods, M.D., M.M.M.

Authored Books
In A Blink: Awareness, Assessment, and Adapting to Patient Communication Needs
Use the practical advice in Dr. Woods' book to apply the 3As of effective communication, as you increase your Awareness of the patient based on his or her gender, ethnicity, religious, cultural, and socioeconomic background; rapidly Assess what information you should share, based on these characteristics; immediately Adapt your communication style to the situation, so you provide just the right amount of details for the individual to make an informed decision; and save time, end frustrations, and ensure a quality outcome.

Healing Words: The Power of Apology in Medicine, Second Edition
This powerful book helps health care providers understand and practice what to do after unexpected outcomes--to apologize. Michael Woods walks health care providers through the Five "R"s of Apology:

• Recognition: Know when an apology is in order. Read the feelings of your patient and family--is there fear, disappointment, or anger regarding an outcome? Be aware of your own feelings. Analyze exactly what happened to cause these feelings.
• Regret: Respond empathetically. Tell your patient you're sorry for what he's going through. Acknowledge the patient's disappointment, fear, and anger. Remember that saying I'm sorry doesn't imply guilt or fault on your part.
• Responsibility: Own up to what's happened. Be accountable for the problem, even if it was unforeseeable. Disclose all details that lead to the outcome or complication and explain why it happened.
• Remedy: Make it right. Explain to your patient what's being done to correct the problem. Evaluate how it will affect your patient's health and then begin appropriate therapy. Consider who will bear the cost of the error or complication--are there any costs you can absorb?
• Remain Engaged: Be there for your patient. Reassure your patient that you will not abandon him. Focus on and provide for your patient's continuing care needs after the outcome or complication.

Edited Books
Cultural Sensitivity: A Pocket Guide for Health Care Professionals, by Geri-Ann Galanti
With this handy reference guide, health care professionals have the cultural information they need to successfully communicate with their patients, respecting their specific cultural needs and expectations related to health care. This valuable guide includes easy-to-use information about the health care needs, expectations, and perceptions of the following ethnicities and races: African American, Anglo American, Asian, Hispanic/Latino, Jewish, Middle Eastern, Native American, Russian, South Asian, and Southeast Asian. Find the information you need quickly in this guide, which fits neatly into a lab coat pocket and features tabs to take you to the information you need when you need it--at the patient's bedside, before a patient and family consultation, or whenever you are interacting with patients. This is the guide you'll turn to again and again to improve your patient communication and interaction. Purchase copies for all your staff so that everyone can deliver the highest quality, culturally sensitive care and services.