title: The heart of health care: parents' perspectives on patient safety.
abstract: Behind the wall of silence in health care are the unanswered questions of parents whose children experienced harm at the hands of their caregivers. In an industry where information and communication are crucial to quality, parents' voices often go unheard. Although that has begun slowly to change, providers could benefit from following the HEART model of service recovery, which includes hearing the concerns of patients and their families, empathizing with them, apologizing when care goes wrong, responding to parents' concerns with openness, and thanking the patient and family.
authors.affiliation: The Task Force for Global Health, 325 Swanton Way, Decatur, GA 30030, USA. micalizzidag@aol.com
authors.forename: Dale Ann
authors.initials: DA
authors.lastname: Micalizzi
authors.forename: Marie M
authors.initials: MM
authors.lastname: Bismark
mesh_terms: D001294:Attitude to Health; D017028:Caregivers; D002648:Child; D003695:Delivery of Health Care; D006801:Humans; D019300:Medical Errors / Q000523:psychology; D010290:Parents / Q000523:psychology*; D061214:Patient Safety; D011368:Professional-Family Relations; D012657:Self-Help Groups