Hospital's apology ends contentious litigation

March 2010
Healthcare Risk Management;Mar2010, Vol. 32 Issue 3, p30
A hospital president's impromptu apology immediately ended a highly publicized lawsuit involving a celebrity. The case illustrates the power of saying "I'm sorry," even when the litigation is far along. ∎ The hospital president apologized on the spur of the moment. ∎ There had been no apology to the family up that point. ∎ The hospital is now formalizing its efforts to apologize and communicate more openly following adverse events.


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