Liability Claims and Costs Before and After Implementation of a Medical Error Disclosure Program

Kachalia. (2010). Liability Claims and Costs Before and After Implementation of a Medical Error Disclosure Program.

Type

Journal article

Intellectual base

Primary research

Year

2010

ISSN

0003-4819

DOI

10.7326/0003-4819-153-4-201008170-00002

DOI registrant

American College of Physicians

Link

https://doi.org/10.7326/0003-4819-153-4-201008170-00002

Cited by

1 citation across 1 artifact.

Domain-specific

• Service Recovery Paradox
  • Customer service — refunds, upgrades, and personal apologies after a billing or delivery failure raising reported satisfaction above the no-failure baseline. Hospitality — hotels and airlines whose exceptional complaint handling can leave guests and passengers more satisfied than uneventful stays or flights do. Healthcare complaint management and dispute resolution — prompt, honest disclosure-and-remedy after a medical error preserving the doctor-patient relationship and reducing litigation propensity

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