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The counter-intuitive nature of professional responsibility

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According to McLachlan, professional liability insurance is counterintuitive in the sense that “customer expectations increase” as standards and expertise improve.

“If you had a heart transplant 40 or 50 years ago, it was very likely that you wouldn’t survive,” McLachlan said. “So the expectation was,” This may not work. ” And if it works, it’s great. “

However, modern advances in medicine have strengthened the procedure ever since, McLachlan said. He doesn’t have the exact numbers, but he said the survival rate for heart transplant patients has improved dramatically. However, this increased safety also leads to higher customer expectations, thus exposing surgeons to more liability risk.

“Science has improved, but the quality of service has improved, but expectations have changed. If you do not survive, your property will be very upset and will lead to the proceedings.”

As is happening in the tech industry, medicine is not the only one who has seen this dichotomy.

“I’ll ignore cyber for a moment, but 10 or 20 years ago, hiring a small IT consulting firm to work was usually slower and more expensive than they said. , Everyone was expecting it. ” “Today you don’t expect it, so expectations for service standards have changed.”

Experts should not be worried about receiving many complaints over time. Instead, McLachlan suggests that they should be more worried that they will receive less, but much more.

“There’s nothing special about what’s happening in the world at this point,” he said. “It’s a kind of continuous process.”

Watch now: What is the best strategy to assist PL clients?

The counter-intuitive nature of professional responsibility

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