“Sorry” – not the hardest word

An unhappy or discontented patient is always a concern. This article describes the value of an apology as the initial, and sometimes complete, resolution of that discontent.

Why apologise?

Apologising or saying sorry can be difficult. Will it make matters worse? Am I liable for an injury or hurt feelings and does my apology admit that? I/we have done nothing wrong, so why is an apology needed?

The short answer is that an apology is invariably effective in helping to resolve unhappiness for the patient. It is also very often helpful in resolving any negative feelings that both parties may have about the situation. However, before looking at advantages, as well as professional obligations and benefits, it is important to consider the practicalities and the following case illustrates some of the issues with apologising in a difficult situation.