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12

Delivering an Apology

The team should deliver an apology for all errors that impacted the patient. The apology should be delivered up front and early on in the meeting.

There are four components to delivering an apology:*

  1. Acknowledgment of the offense
  2. Providing the explanation
  3. Expressing remorse
  4. Making reparations

* Lazare, Aaron. On Apology. Oxford University Press, 2004

Please write out what you would say to the patient and/or family in your apology.