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Communicating with patients about breakdowns in care: a national randomised vignette-based survey.

Kimberly A FisherThomas H GallagherKelly M SmithYanhua ZhouSybil CrawfordAzraa AmrozeKathleen M Mazor
Published in: BMJ quality & safety (2019)
Asking about possible care breakdowns in detail, and offering a full apology when breakdowns are reported substantially increases patients' willingness to recommend the hospital.
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