COVID 19 Liability and Disclosure, Empathy, & Apology

The mainstream media continually talks about the successive waves of COVID, especially, now, among the unvaccinated population. To us in the healthcare community we know there is another wave that is coming with COVID: Lawsuits. 

COVID has strained and damaged relationships with patients and families, and we are just starting to learn about all cases that involve delay in diagnosis, missed diagnosis, and delay of treatment with crippling or fatal consequences. Doctors and nurses nationwide are tired, stressed, and depressed while patients, families, and the public are frustrated and scared. It's a powder keg. Moreover, the goodwill felt towards healthcare professionals -- including sub-standard clinicians -- in the early days of the pandemic will only take us so far. That yard-sign exclaiming "Thank you, healthcare hero!" will be of little use in litigation.   

Healthcare organizations are staring at a COVID-induced mountain of liability, and disclosure, empathy, and (when necessary) apology can help. How are your patient experience staff, social workers, pastoral staff, risk, and c-suite supporting tired clinicians and scared patients during these trying times? What kind of messaging are they offering, and is it coordinated?  Are your people on the same page, are they being pro-active, and do they never allow families or clinicians to feel like they are abandoned? Are they empathetically acknowledging fears and concerns without promising the moon?  How is bad news being delivered?  And a thousand other questions. 

Sorry Works! can help you and your team work through these difficult times. We can help with communication, messaging, empathy, and (when necessary) apology. Give us a call at 618-559-8168 or e-mail doug@sorryworks.net.  

Sincerely,

- Doug

Doug Wojcieszak, Founder and President
Sorry Works!, a 501c3 patient safety organization
618-559-8168 (direct dial)
doug@sorryworks.net