Forty representatives from member hospitals — as well as attendees from Albuquerque, N.M., and Kalamazoo, Mich. – participated in Sorry Works! Disclosure, Apology & Relationship – Prevent Medical Malpractice Claims this week. The half-day seminar in Los Angeles focused on the manner in which effective communication and superior customer service lead to quality care.

The seminar was led by Douglas B. Wojcieszak, a disclosure training consultantand creator of the Sorry Works! Coalition, a national organization advocating full disclosure as a middle-ground solution to the medical malpractice crisis; and Todd R. Bartos, Esq., of Stevens & Lee, a health care litigation and risk mitigation lawyer who focuses exclusively on protecting the rights of health care providers in state and federal courts and before administrative agencies. The speakers presented a continuum of disclosure steps, beginning with an organization-wide positive relationship and five-star customer service for all patients all the way through to specific advice on how to conduct a disclosure meeting.

According to the faculty members, creating a trusting relationship with the patient as well as their family helps to transcend the event. They also discussed “Event Management as Your Platform,” emphasizing such key elements as meeting your ethical responsibilities; meeting the legal requirement as to disclosure when applicable; and coordinating all of your internal reporting requirements. The seminar also included discussion of the important difference between sorry (empathy) versus apology (accepting responsibility). Tips for avoiding what not to do were also covered.