Sorry Works! Publishes in British Medical Journal Quality & Safety

Last week Sorry Works! published a correspondence in BMJ Quality & Safety entitled, "Communication and resolution programmes need to be effectively marketed to leadership and stakeholders." 

There is a debate within the disclosure movement concerning how disclosure/CRP programs should be advocated for or marketed. Some of our colleagues wish to concentrate on ethics, "mission critical," and patient safety. I make a strong argument in the BMJ article that we must first focus on the litigation and economic benefits related to disclosure and apology.  

Leadership in hospitals and nursing homes are often distracted by multiple initiatives and very concerned about the bottom line, especially now with COVID-19.  Hospitals and nursing homes have been crushed financially by the pandemic, and will suffer fall-out for many years to come.  We should not be afraid to discuss the positive litigation and economic impacts of disclosure programs. Indeed, we have to capture the attention and imagination of busy healthcare and insurance executives, and we only do so by discussing the issues they care or worry about most. There is nothing wrong with also talking about ethics, mission critical, patient safety improvements, etc, but we must first get our foot in the door which means emphasizing what the customer (c-suite, insurers, etc) wants to hear. 

Be sure to check out our BMJ article and share with colleagues and friends.

Sincerely,

- Doug

Doug Wojcieszak, Founder and President
Sorry Works!
618-559-8168 (direct dial)
doug@sorryworks.net (direct e-mail)