When Things Go Wrong

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When Things Go Wrong

• Lucian Leape and Linda Kenney
• International Forum on Quality and Safety in
  Health Care
• Barcelona
• April 20, 2007

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• When Things Go Wrong
• Responding to Adverse Events
• Video
• www.rmf.harvard.edu
• Monograph
• www.macoalition.org/publications.shtml

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How apologies fail

• Vague I apologize for whatever I did

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How apologies fail

• Passive Mistakes were made

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How apologies fail

• Conditional If I offended anyone, Im sorry

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How apologies fail

• Exculpatory I am a good person

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How apologies fail

• Empathy I feel your pain.

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