Medical Protection reminds members of its position on apologies

Following the launch of the Parliamentary Health Service Ombudsman’s (PHSO) report titled General practice complaint handling across England: a thematic review, which was released today in collaboration with the Care Quality Commission (CQC), NHS England and Health Watch, Medical Protection reminds members of its position on apologies.¹

Dr Rob Hendry, Medical Director at Medical Protection, advises members of the importance of open communication and apologising if something has gone wrong, regardless of fault.

"Unfortunately things do go wrong in healthcare and sometimes patients are dissatisfied, disappointed or upset with the care that they have received. Medical Protection has long advised members that an apology is not an admission of liability; rather, it is an acknowledgment that something has gone wrong and a way of expressing empathy. Our latest advice sheet on apologies reaffirms this."

Dr Hendry added that contrary to popular belief, apologies tend to prevent formal complaints rather than the reverse.

"It is important that a meaningful apology should be offered as soon as it becomes apparent that an adverse incident has occurred or the patient is unhappy with their care. It may be some time before all the facts, and perhaps the reasons why and how the events occurred, are understood. Until these are established, speculation should be avoided as this is unhelpful to all involved. However, this consideration should not hinder a prompt apology being forthcoming.

"In addition, Medical Protection always advocates a full and objective review of the event, with the patient being informed as to any lessons that can be learnt moving forward. A commitment should be made to understand and learn from what has happened to reduce the likelihood of it happening to someone else."

For further information, please contact Shannon Darling, Press Officer at Medical Protection on +44 (0) 20 7399 1319 or [email protected] 

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