Practice Management

WVC 90th Annual Conference

(PM35) Saying You're Sorry: Employing Empathy & Disclosure in Your Practice I

Monday, March 5
8:00 AM - 8:50 AM
MBCC, Breakers E, Level 2

CE Credits: 1

Even though everyone does their best to prevent it, adverse events happen in veterinary clinics regularly. Some are the result of medical mistakes, others simply unfortunate occurrences. Three little words. “I am sorry…” can have an enormous impact on the overall outcome of these situations. When used correctly, empathy can revitalize a client relationship damaged by tragedy. A poorly delivered apology, on the other hand, can create liability where none truly exists. So care must be taken in these situations. In this session attendees will be led through a series of exercises to help them begin to develop an understanding of the process of establishing and developing a safe, effective program of empathy and disclosure in their practice.. Part 1 of 2.

John Owens

Attorney
Law Office of John Owens, LLC

Mr. Owens is an attorney whose practice concentrates on veterinary law. Along with his wife, a veterinarian, he has been an owner of a veterinary emergency practice in Florida. He is a past President of the American Veterinary medical Law Association, and has chairs several committees as a member of VetPartners, an association of veterinary consultants and advisors. Mr. Owens lives with his family outside of Annapolis, Maryland. He is admitted to practice law in Florida and Maryland.

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