Scenario:
Respond to it as a risk manager.
Mr. And Mrs. Watros came to the Memorial Hospital for the delivery of their first child. While Mrs. Watros was in labor, the couple had to wait for nearly two hours to get a room. During that time, no hospital nurse attended to her. As the waiting room was full of patients, an exhausted Mrs. Watros sat on the floor. Mr. Watros reported this to a nurse. The nurse responded that it was past her shift, and she could do nothing.
These problems were later reported to a physician. The physician said, "It is just the way things go wrong here sometimes. You just have to get used to it."
After delivery, the nurse carrying the infant slipped. The baby was unharmed. The explanation given was, "there was disinfectant fluid on the floor, which makes the floor a little slippery."
On discharge, Mr. and Mrs. Watros decided to sue the hospital. The physician admitted negligence and poor treatment, but did not see a reason to apologize.