Multilingual Business Communication

April 11, 2009

You are in good hands

Filed under: crisis communication, Maud Bonte — meertaligebedrijfscommunicatie @ 7:04 pm

Two weeks ago, a serious mistake was made in the Brugmann hospital in Brussels. A corrossive substance – instead of distilled water – was used to clean an endoscope, causing severe internal burns to 4 patients during a routine intestinal check-up.

The hospital immediately admitted a blunder was made. They contacted the possibly affected patients,  offered them the appropriate medical, psychological, legal, administrative assistance, and promised a compensation. A fine example of good crisis communication!

But at the same time the hospital brought action against an unknown person and tried to minimalise the damage. Two weeks have passed and nothing has been communicated concerning the results of the investigation. The patients complained about the bad communication of the hospital towards them.

The website of the Brugmann Hospital says nothing about the incident. It does say they are cooperating in a national campaign about hospital hygiene ‘You are in good hands’. I’m not so sure if the 4 victims would agree on this…

Maud Bonte

Sources: Zware fout bij darmonderzoek, Knack, 31 March 2009
Routineonderzoek in ziekenhuis heeft dramatisch gevolgen, De Standaard, 1 April 2009

Advertisements

Leave a Comment »

No comments yet.

RSS feed for comments on this post. TrackBack URI

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Blog at WordPress.com.

%d bloggers like this: