Communicating with patients about breakdowns in care: a national randomised vignette-based survey.
Kimberly A FisherThomas H GallagherKelly M SmithYanhua ZhouSybil CrawfordAzraa AmrozeKathleen M MazorPublished 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.