Sorry Seems to be the Hardest Word: Delivering Bad News and Apologies

Where saying the wrong thing at the wrong time can lead to legal trouble, is there a right way to deliver bad news? Are providers receiving the proper training on communication in difficult situations? What is the role of the medical director when things go wrong? Nick, the EMS Division Chief for one of the largest county-based ALS first response agencies in Georgia, and Samantha, an attorney for one of the largest hospital-based EMS systems in the Southeast, describe best practices for delivering “bad news” on scene and mitigating conflict involving patients, families, and other responding agencies. We examine the legal protections that may be afforded to EMS providers under state “apology laws” and risk management strategies for adverse events.