Medical errors: extreme service failures and recoveries

Purpose The purpose of this research is to investigate the relationship among jurors’ attribution of responsibility of the error, patient styles, and juror decisions (e.g., acquittal of the physician). Specifically, this research examines the influence of an individual's approach to their healthcare (active vs. passive), and decisions to acquit in malpractice cases. Design/methodology/approach 459 individuals were surveyed utilizing a commercial call center for participation in a corresponding mail survey. Surveys were also distributed to undergraduate business students at a Midwestern University. Findings Cluster analysis revealed two categories of patient styles: "active patients" (39.4 percent) and "passive patients" (60.6 percent). Regardless of patient style, this research found all respondents viewed medical error disclosure as important. However, respondents in the passive group were more likely to acquit the physician and the hospital nursing staff as compared to those classified as active. Practi...