Monthly Archives: July 2012

New Hospital Marketing Strategy: We Make Mistakes?

Recently I was driving on a lonely stretch of highway somewhere in the rural South, headed home from vacation, when I spied a billboard that proclaimed: “Hospital X has one of America’s Top 10 Heart Programs.”  I thought to myself, … Continue reading

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Additional Critique on Disclosure Policies – Confusion Over Admitting Fault

In reading and reviewing several disclosure policies from around the United States, I am starting to see an issue/theme constantly pop up that I find a little bit troubling – but very fixable.   The theme I am referring to relates … Continue reading

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Baby Loses Finger in Hospital – Disclosure Checklist

A few weeks ago I wrote about a  hospital that I believe over-paid on a disclosure case.   Last year I wrote about a hospital that disclosed a tragic error but offered  the family nothing more than an awkward handshake, and  … Continue reading

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Empathy over the Phone

Fri, Jul 13, 2012 Empathy over the Phone At Sorry Works! we are really stressing the need to teach empathy to front-line physicians, nurses, and other staff. Staff needs to know how to say “sorry” when something goes wrong without … Continue reading

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Critique of a Hospital’s Disclosure Policy

Critique of a Hospital’s Disclosure Policy Below is a disclosure policy for a hospital system somewhere in the United States.  Apparently this is corporate policy and local personnel are not supposed to deviate from the plan.  This policy was shared … Continue reading

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