Friday, 4th May
13:15-14:30

There is a growing consensus in healthcare that when things go wrong, patients or family members should be involved. However, this tells us little about how this involvement should be organised. In this session, three projects will be presented that study how various healthcare organisations in the Netherlands involve patients or family members after complications or serious incidents. We explore how hospitals and elderly care organisations try to involve patients or family members, how involving patients or family members might aid improvement initiatives, but we also look into the difficulties organisations encounter when trying to involve patients and family members.

After this session, participants will be able to:

• Recognise the benefits and difficulties of patient or family member involvement following complications or serious incidents for both healthcare professionals as well as patients


• Engage with legal issues and issues of confidentiality when healthcare professionals and patients or family members share stories about complications or serious incidents


• Use the insights from this session to further develop patient or family member involvement activities in their own organization

Petra Zusterzeel, Gynaecological oncologist, Radboud University Medical Centre; Netherlands
Josje Kok, PhD Candidate Health Care Governance, Institute of Health Policy & Management, Erasmus University Rotterdam; Netherlands
David de Kam, PhD Candidate Health Care Governance, Institute of Health Policy & Management, Erasmus University Rotterdam; Netherlands