Health practitioner apologies can restore trust

Media release

10 September 2009

Health practitioner apologies can restore trust to practitioner/patient relationships

Health lawyer, Dr Marie Bismark, said an apology can be crucial in restoring trust to the practitioner/patient relationship.

Speaking in the lead up to the Royal New Zealand College of General Practitioner (RNZCGP) conference, Dr Bismark said in the aftermath of an adverse event a practitioner’s apology is an acknowledgement of the patient and their family’s feelings and provides comfort and reassurance that they will not be shut out.

“Paradoxically, some patients and families have more trust in the health care system after an adverse event, than before, if the event is handled openly and honestly.

“In the case of a preventable event, an apology sends an important signal that the health practitioner regrets the error and wishes to avoid it happening again,” Dr Bismark said.

However, for many health practitioners, said Dr Bismark, saying “I’m sorry” remains a difficult and uncomfortable thing to do.

Often this is because practitioners fear medico-legal consequences and professional sanctions. Yet such fears may be misplaced.

“Saying sorry does not automatically imply fault and can be said without admission of error or responsibility. It’s all about context.”

In fact, Dr Bismark said where a preventable error has occurred, injured patients may be less likely to take legal action if health practitioners communicate openly and apologise appropriately, than if the patient perceives a “cover up”.

While apologising can be a formidable challenge for many health practitioners, a sincere apology demonstrates honesty and compassion, and can help lift the burden of self-reproach that many practitioners feel after a poor outcome.

Another important benefit of apologising, is that it requires practitioners to reflect carefully on what went wrong and why, and this in turn may support better and safer care in future.
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