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The simple fact is that bad things do happen to good people and adverse medical events will occur. Questions that must be addressed include what steps should be taken by the medical provider and what does the patient expect from the medical provider.

The jaded view might be that patients want compensation, so best to turn it over to the insurance company to handle. That statement is only half-right. Whenever an adverse event occurs, immediately contact your insurance provider for guidance and direction. As for compensation, patient expectations are not always that simple.

According to the Canadian Medical Protective Association in responding to data presented in a New Zealand study, the Canadian medical liability system provides responses in three areas: patient safety, professional accountability, and litigation.

An article in the Journal of Healthcare Risk Management parallels the Canadian approach by indicating patient expectations centering on acknowledgement of the event, an apology, complete details about the incident, assurance that corrective measures have been taken, and compensation.

These, along with other expert opinions and studies, seem to indicate that litigation and compensation are not necessarily at the top of the patient expectations list when it comes to an adverse medical event. Yet many providers consider that to be at the top of their list and that can affect the attitude towards the patient. The reality is that the manner in which a healthcare provider manages communications after an adverse event can determine the subsequent actions taken by the patient, including formal complaints and litigation.

The initial reaction of most patients deals with the inquisitive side of human nature. They want acknowledgement of the incident and the complete facts as understood by the medical provider. This is an area where patient and provider can work together in sharing of information about the event in order to better understand contributing factors and the taking of subsequent preventive actions to protect future patients. Remember that acknowledgement of an event should also include empathy with the emotional feelings of the patient and family.

When it comes to an apology, there are differing schools of thought. Some say that an apology will come back to haunt you in litigation; others say that an apology can help defuse a litigatory event. This is why it is critical to immediately contact your insurance provider for guidance when an adverse event occurs. However, research has shown that apologies without remorse are likely to be rejected, and that some patients will not be forgiving — even after an acceptable apology with remorse is given.

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