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Webinar: When things go wrong - Apology and Communication
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When: October 27, 2016
1:00 - 2:00 p.m.
Where: Adobe Connect Webinar
United States
Contact: WISCA Office

Online registration is available until: 10/27/2021
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When errors happen, your organization may hesitate to engage in meaningful and open communication with patients and families. Understandable? Yes. Wise? No. We discuss the moral and ethical importance of open and timely communication about unanticipated outcomes and adverse events. Participants learn strategies and best practices for communicating effectively, preserving relationships, and enabling patients and families to begin healing.


  • Articulate the importance of open and timely communication with patients and families
    following an unanticipated outcome or adverse event.
  • Identify barriers to apology and communication and discuss strategies to overcome those barriers.
  • Conclude that open and timely communication can preserve a trusting relationship with your patient and enable patients and families to heal.
  • Implement tools, strategies, and best practices for handling apology and communication after an unanticipated outcome or adverse event.


Robert S. Thompson, RT, JD, MBA, LLM, CPCU, RPLU, ARe
Director of Education
MMIC, a Constellation Company


Robert Thompson, RT, JD, MBA, LLM, AIC, ARM, ARE, RPLU, CPCU serves as director of education at MMIC. Here he develops and delivers educational programs for MMIC clients and prospects and for local, regional and national healthcare trade organizations. He specializes in delivering patient safety, risk management and healthcare communication seminars.

Robert has a diversified background in law, medicine, medical professional liability insurance and healthcare risk management. He is a U.S. Army combat veteran and graduated first in his class from both the U.S. Army Radiology Technologist School and Avionics School. With 10 years of practice at several Georgia hospitals, Robert is an accomplished radiology technologist.

He holds the designations of Associate in Claims, Associate in Risk Management, Associate in Reinsurance, and Chartered Property Casualty Underwriter. In addition, he holds the Registered Professional Liability Underwriter designation from the Professional Liability Underwriting Society.

Mr. Thompson earned his bachelor’s degree in business administration summa cum laude from North Georgia College and State University, his Juris Doctorate from the University of Georgia School of Law, his Master of Business Administration from Lincoln University and his Master of Laws in dispute resolution from the University of Missouri School of Law.


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