True or false: the physician who makes the most mistakes is the one who gets sued for malpractice. Sorry. Malpractice suits tend to get filed, not against the doctor who makes the most errors, but against the one who treats his or her patients poorly. If a caregiver listens to the patient and invests even a few minutes to lay out next steps and ally fears, that patient is very reluctant to sue, even if something goes wrong. But if the doctor seems callous or short with the patient, the likelihood of a malpractice suit increases dramatically. In any industry, treating customers well buys you grace when inevitable mistakes happen. Do your front line people know this?