Saying sorry meaningfully when things go wrong is vital for
everyone involved in an incident, including the patient, their family, carers, and the staff that care for them.
Advise / Resolve / Learn
Saying sorry is: always the right thing to do not an admission of liability acknowledges that something could have gone better the first step to learning from what happened and preventing it recurring
Why? sorry. As part of an initial How?
apology it is best practice Not only is it a moral and to provide the patient The way you say sorry is right thing to do - it is also and their family with a just as important as saying a statutory, regulatory, key contact wherever it. An apology should and professional possible. demonstrate sincere requirement. It can also regret that something support learning and What if there is a has gone wrong and improve patient safety. formal complaint or this includes recognised claim? complications referred to When? in the consent process. The Compensation Act It should be confidential As soon as possible 2006 states; An apology, and tailored to the after you become aware an offer of treatment individual patients needs. something has gone or other redress, shall wrong you should seek Where possible you not of itself amount out the patient and or should say sorry in to an admission of their family and say sorry person and involve the negligence or breach of and acknowledge what right members of the statutory duty. (source: has happened and tell healthcare team. It should Compensation Act 2006 them that you will find be heartfelt, sincere, Chapter 29 page 3) out more. Reassure them explain what you know so that you will keep them In fact, delayed or poor far and what you will do to informed. communication makes find out more. it more likely that Who? the patient will seek It is the starting point of information in a different a longer conversation; as Everyone can say sorry, over time this will lead way such as complaining but you may need to be to sharing information or taking legal action. supported to do so. You about what went The existence of a formal may need the backing of wrong, what you will complaint or claim should more senior people and do differently in the never prevent or delay staff may need training future. It is vital to avoid you saying sorry. but it should not stop acronyms and jargon in all you from simply saying communications. You may also need to say What about the Duty of These steps include sorry in writing where Candour? informing people about significant harm has been the incident, providing caused or in response to The statutory Duty of reasonable support, a written complaint. An Candour requires all NHS truthful information and example of this could be: staff to act in an open an apology. Saying sorry and transparent way. forms an integral part of I wish to assure you that Regulations governing this process. Process should I am deeply sorry for the the duty set out the never stand in the way of poor care you have been specific steps healthcare providing a full explanation given and that we are all professionals must follow when something goes truly committed to learning if there has been an wrong. from what happened. I unintended or unexpected apologise unreservedly for event which has caused the distress this has caused moderate or severe harm you and your family to the patient.
Dont say Do say
x Im sorry you feel like p Im sorry X happened that Were truly sorry for x Were sorry if youre p the distress caused offended x Im sorry you took it Im sorry, we have p learned that... that way x Were sorry, but... We have never, and will never, refuse cover on a claim because an apology has been given.
Helen Vernon, Chief Executive, NHS Resolution
For more information The NHS Constitution
Nursing and Midwifery Patients: you have the right
Council & General Medical to an open and transparent Council joint guidance on relationship with the openness and honesty when organisation providing your things go wrong care. You must be told about www.gmc-uk.org/guidance/ any safety incident relating ethical_guidance/27233.asp to your care which in the opinion of a healthcare Reports and consultations professional, has caused or on complaint handling could still cause significant (Parliamentary and Health harm or death. You must be Service Ombudsman) given the facts, an apology, www.ombudsman.org.uk and any reasonable support you need. AvMA (Action against Staff: you should aim to Medical Accidents) Duty of be open with patients Candour leaflet www.avma. if anything goes wrong; org.uk/policy-campaigns/ welcoming and listening to duty-of-candour/duty-of- feedback and addressing candour-leaflet concerns promptly and in the spirit of cooperation. Care Quality Commission - Regulation 20: Duty of If you want to get in touch Candour www.cqc.org.uk/ safetyandlearningenquiries@ content/regulation-20-duty- resolution.nhs.uk candour