The Power of Saying "I'm Sorry"
In 2001, University of Michigan Hospital System (UMHS) settled $18 million in malpractice claims out of court in addition to litigating a number of other cases. The hospital decided that they needed to do something different.
They decided that they would encourage their doctors to say "I'm sorry" and helped them understand how to take responsibility for their mistakes.
According to the book How by Dov Seidman,
in the three years following the hospital’s decision to apologize, medical malpractice claims and lawsuits against them dropped by nearly 50 percent and the per-case cost of defending against the remaining suits dropped 50 percent as well, saving UMHS millions of dollars.
Next time, try saying "I'm sorry."
They decided that they would encourage their doctors to say "I'm sorry" and helped them understand how to take responsibility for their mistakes.
According to the book How by Dov Seidman,
in the three years following the hospital’s decision to apologize, medical malpractice claims and lawsuits against them dropped by nearly 50 percent and the per-case cost of defending against the remaining suits dropped 50 percent as well, saving UMHS millions of dollars.
Next time, try saying "I'm sorry."
posted by Andrew Cromwell at
3:17 PM
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