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"All the proper procedures were followed so unfortunately your daughter's outcome could not have been prevented."
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"I am sorry for this unforeseen tragic complication, I will put you in contact with our service excellence team to discuss adequate restitution."
"I can assure you that no mistakes were made but cannot discuss details while we investigate this tragedy."
"I understand why you feel furious and will do my best to answer your questions about what happened."
"We are committed to working with you to make this right but want to let you know that no mistakes were made."
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The parents are currently experiencing bereavement due to the unforeseen loss of their daughter in an elective surgery. The most effective method of communicating in this setting is to empathize and offer to provide answers in response to difficult questions. Communicating with patient families after the loss of a loved one is a difficult skill that is encountered in many fields of medicine. This is especially difficult when families did not expect the death of their loved one and are in the process of grief and bereavement. At these times, physicians must empathize with the feelings experienced by these families even if the assertions made are not consistent with the medical events that occurred. Offering to provide answers as best as possible in response to hard questions is also appropriate so that families are better able to process what happened to their loved one. Incorrect Answers: Answer 1: "All the proper procedures were followed so unfortunately your daughter's outcome could not have been prevented." This response is inappropriate because it dismisses the feelings of the bereaved family and appears defensive rather than open to further discussion. Answer 2: "I am sorry for this unforeseen tragic complication, I will put you in contact with our service excellence team to discuss adequate restitution." This step may eventually need to be taken but is not the most appropriate response initially because it does not allow the family to have the opportunity to ask questions and better understand the events that occurred. Answer 3: "I can assure you that no mistakes were made but cannot discuss details while we investigate this tragedy." This response is inappropriate because it dismisses the feelings of the bereaved family and invalidates their ability to ask questions. Answer 5: "We are committed to working with you to make this right but want to let you know that no mistakes were made." This response is a factual statement of the events that occurred but does not empathize with the feelings of the family nor welcome questions about the circumstances leading to the death of their loved one. Bullet Summary: The most appropriate manner of responding to bereaved families is empathizing with their feelings and offering to answer difficult questions.
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