Generally speaking, most mistakes in business can be corrected. Customers can usually be reimbursed for things like late deliveries, missed calls or negative experiences. Here in the hospice unit at SaaD Healthcare, where I work as Vice President, we don’t have that luxury. Missed communications, in other words, can have significant consequences for the patients and families that we look after. And we don’t always get a second chance to make up for a mistake if it happens.