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The purpose of this study was to examine the experiences of families and patients with medically adverse incidents, as well as to understand how different healthcare organizations respond to these events. Researchers found that, following adverse events, patient satisfaction was at its peak when communication was compassionate and included discussion of compensation. Satisfaction was also at its highest when physicians attentively listened to patients without interjecting during the conversation.



Moore, J., Bismark, M., & Mello, M. M. (2017). Patients’ Experiences With Communication-and-Resolution Programs After Medical Injury. JAMA Internal Medicine, 177(11), 1595–1603.