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Sorry Works! is a program that needs to be administered by a team of medical, risk, insurance, and legal professionals within a medical, hospital, or insurance setting.
The Sorry Works! program is predicated on a three-step disclosure process:
Initial Disclosure
Investigation
Resolution
Step 1 - Initial Disclosure - is all about empathy and re-establishing trust and communication with patients and families in the immediate aftermath of an adverse event. Providers say "sorry" but no fault is admitted or assigned. Providers take care of the immediate needs of the patient/family (food, lodging, counseling, etc) and promise a swift and thorough investigation. The goal is to make sure the patient/family never feels abandoned. In the spirit of good customer service, pull the patient or family closer to the providers and institution.
Step 2 - Investigation - is about learning the truth. Was the standard of care breached, or not? We recommend involving outside experts and moving swiftly so the patient/family doesn't suspect a cover-up. Stay in close contact with the patient/family throughout the process.
Step 3 - Resolution - is about sharing the results of the investigation with the patient/family, and their legal counsel. If there was a mistake, apologize, admit fault, explain what happened and how it will be prevented in the future, and discuss fair, upfront compensation for the injury or death. If there was no mistake, continue to empathize ("we are sorry this happened"), share the results of investigation (hand over charts and records to patient/family and their legal counsel), and prove your innocence. However, no settlement will be offered and any lawsuit will be contested. Sorry Works! is compassion with a backbone.
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