Avant Insurance

Effective relationships we're all human Healthcare is not exempt from the increasingly high customer expectations of all service industries. How doctors are perceived is no longer based solely on outcomes but also how they interact with patients, colleagues and employers. The high degree of human interaction and the increased expectations and knowledge of patients also affects perceptions. An example of how this is playing out is the rise of websites rating doctors, which is addressed by Peter Aroney's article in this issue. It is therefore no wonder complaints about doctors are increasing or that, according to AHPRA, around 30% of these are due to communication matters. Although great progress has been made by our profession, continued improvement and focus is needed to ensure all our interactions foster effective relationships. This issue of Connect looks at some situations where doctors have found themselves having to answer questions about the treatment provided, where relationships and communication have had an impact. Complaints don't only arise when there has been a poor standard of care, as highlighted in the first case study following the death of a patient. However, this doesn't avoid having to spend time and effort defending an allegation, or the resulting stress as a consequence of knowing your career could be on the line. Medicine is a tough profession that is emotionally demanding without the added pressure of our professionalism being scrutinised from all angles. Professor Simon Willcock Our interview with Dr Geoff Toogood offers a good example of how doctors are taking steps to look after themselves and each other, when the strains become too much. One of the biggest challenges is taking the first step and acknowledging that help is required. Avant has been championing a national exemption for practitioners from mandatory reporting, as currently applies in Western Australia. This is one way we are advocating for doctors' health and wellbeing, however pressures will remain as healthcare meets new challenges, such as voluntary assisted dying and telehealth. Through analysis of our large database of claims, we are developing an understanding of the drivers of claims, so we can continue to educate doctors about risk – and how to avoid it. But when you can't avoid risk, as demonstrated by the cases in this issue, you can be assured you will have the support of the best defence team Avant can assemble to protect you. I hope you enjoy reading this issue and I encourage you to send us any comments or suggestions you have, so we can continue to make it relevant to members. Professor Simon Willcock Avant Mutual Group Chairman CONNECT WITH US We'd love to hear what you think of Connect, of any individual articles or what you'd like to see more of – email editor@avant.org.au And don't miss more regular updates and commentary on the issues raised in Connect with our regular eNewsletters straight to your inbox. Follow us on LinkedIn, Twitter and Instagram 1 Connect | Issue 09 | avant.org.au/publications

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