Insurer, hospitals try apologies for errors

  1. Malpractice insurers are often known for using the "deny and defend" tactic when a doctor or hospital is accused of a medical injury. But at least one insurer and several hospitals are trying a different tack: "I'm sorry."

    USA Today, March 5, 2003
    http://www.usatoday.com/usatonline/2...5/4918041s.htm
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