The hospital's premise was that malpractice claims are fueled less by financial motives than by anger and distrust. Disclosure and apology go a long way toward assuaging such feelings. (Jennifer Robbennolt, a psychologist at the University of Missouri, has found support for this idea in experimental simulations. Subjects asked to decide whether to accept specific settlement offers in hypothetical cases were most likely to accept when the defendant was described as open and apologetic.) And a claim can be resolved at lower cost when the defendant makes a convincing demonstration of good faith.