LEGAL MATTERS: When is it safe to say “I'm sorry”?
Kristopher T. Starr JD, MSN, RN

$3.95
Nursing2015
August 2013 
Volume 43  Number 8
Pages 14 - 14
 
  PDF Version Available!

ABSTRACT
Will I face liability in a service recovery or patient relations situation by apologizing for care perceived as substandard?This question raises very timely concerns about social expressions of empathy, such as presenting a disgruntled patient or family member with the words, "I'm sorry."What exactly are the legal implications of expressing remorseful understanding of a patient-perceived suboptimal care delivery scenario? Well, much like the intricacies of comedic timing (that is, the punch line), it all depends on the delivery. "I'm sorry you feel that your care has been substandard," has a completely different message and legal posture than "I'm sorry we overdosed your grandmother on an opioid and now she's intubated and may have suffered anoxic brain injury."According to The Joint Commission, service recovery "involves the service provider taking responsive action to 'recover' lost or dissatisfied customers and convert them into satisfied customers. Service recovery has proven to be

Purchase Now !

To purchase this item, follow the instructions below. If you’re not already logged in, be sure to enter your login information below to ensure that your item is saved to your File Drawer after you purchase it.

Not a member? Join now for Free!


Cost:$3.95
1) If you're not already logged in, enter your information below to save this item in your File Drawer for future viewing.

User name:


Password


Forgot your user name or password?
2)  If you have a coupon or promotional code, enter it
here.(If not, just click Continue.


Digital Coupon: (optional)

3)  Click Continue to go to the next screen, where
you'll enter your payment details.






jQuery UI Accordion - Default functionality

For life-long learning and continuing professional development, come to Lippincott's NursingCenter.

Nursing Jobs Plus
Featured Jobs
Recommended CE Articles

Blunt Chest Trauma
Journal of Trauma Nursing, November/December 2014
Expires: 12/31/2016 CE:2 $21.95


The School Age Child with Congenital Heart Disease
MCN, The American Journal of Maternal/Child Nursing, January/February 2015
Expires: 2/28/2017 CE:2.5 $24.95


Understanding multiple myeloma
Nursing Made Incredibly Easy!, January/February 2015
Expires: 2/28/2017 CE:2 $21.95


More CE Articles

Subscribe to Recommended CE

Recommended Nursing Articles

Comprehensive Care: Looking Beyond the Presenting Problem
Journal of Christian Nursing, January/March 2015
Free access will expire on March 2, 2015.


Pain and Alzheimer dementia: A largely unrecognized problem
Nursing Made Incredibly Easy!, January/February 2015
Free access will expire on February 16, 2015.


Glycemic control in hospitalized patients
Nursing2015 Critical Care, January 2015
Free access will expire on February 16, 2015.


More Recommended Articles

Subscribe to Recommended Articles

Evidence Based Practice Skin Care Network NursingCenter Quick Links What’s Trending Events