Mutual Matters: Preserving Trust – How the Preserve Program Supports the Physician-Patient Relationship After an Unexpected Outcome

MagMutual PolicyOwners:  

As healthcare providers, we work hard to help our patients realize the best possible outcomes. Even with the most diligent care, outcomes don’t always turn out as planned, and how we respond in those moments can make all the difference. 

Trust is the cornerstone of the provider-patient relationship. When that trust is tested by a complication or miscommunication, the patient may be left feeling confused, anxious or even betrayed. If these concerns go unaddressed, the relationship can deteriorate, sometimes irreparably. 

That’s where the Preserve Program from MagMutual comes in. 

Why Honest Communication Matters 

Patients don’t expect perfection, but they do expect transparency and compassion. Honest, early communication after an unexpected outcome is both ethical and practical. At MagMutual, data shows that open dialogue soon after an incident can ease patient frustration and reduce the likelihood of a claim or lawsuit. Even difficult conversations can reaffirm the trust your patients have in you. We want to empower physicians to regain that trust through concern and support — and, when appropriate, an apology for the unintended outcome.  

A patient will remember that their doctor cared enough to acknowledge an unexpected outcome, no matter how difficult the conversation may have seemed. 

What the Preserve Program Offers 

The Preserve Program is an early-intervention initiative designed to help physicians address patient concerns when the outcome isn’t what either party anticipated. Since its inception in 2017, over 975 cases have been deemed eligible for participation, 370 participants have received support, and only seven cases have resulted in an actual claim. More than $1.6 million has been reimbursed to participants, with an average reimbursement of $4,400. 

Key components of the program include: 

• Support for the physician-patient relationship through honest communication, empathy and appropriate disclosure. 
• Financial reimbursement for patients facing out-of-pocket medical expenses not covered by insurance, up to a cap of $30,000 per incident. 
• Recognition of extended recovery time, including a daily reimbursement of $100 for up to 50 days. 
• Voluntary participation with no admission of fault or interference with legal rights. Patients are not asked to waive their right to pursue legal action, and there is no determination of negligence involved. 

The program operates independently of your medical professional liability coverage and is administered by a team of clinical, legal and risk management experts through The Institute at MagMutual®. Their goal is simple: to help you preserve the relationships you've worked so hard to build. 

A Step Toward Safer, More Compassionate Care 

Participation in the Preserve Program is not about blame. It’s about doing the right thing at the right time. Patients met with empathy and clarity are more likely to feel seen, heard, and supported — and less likely to pursue legal action. 

By embracing open communication, we strengthen the culture of safety in medicine. The Preserve Program helps make that possible. 

For more information about how the Preserve Program works or to explore whether it’s the right fit for a specific situation, contact one of our risk management consultants at 800-282-4882 or [email protected]. 

Sincerely,

Bill Kanich, MD, JD