“Saying sorry seems like such a simple, inherent notion, but it can also be a minefield,” PDL professional development pharmacist and Be Risk Ready host, Amy Minion says 

Meridian Lawyers’ Chandrika Darroch joins PDL Podcast host, Amy Minion, and pharmacist, Georgina Woods, to discuss how to apologise when incidents occur. 

This episode of the Be Risk Ready PDL Podcast looks at how to apologise for an incident, and what to do and not do.  

The topics covered include: 

• “It’s important to normalise adverse events” (2 minutes 36). 


• Make sure the patient feels heard (3:54 ). 


• “Apologies are a very important component of incident and complaint management, and the regulators generally have quite a poor view of practitioners who are neither apologetic or reflective” (7:24 ). 


• Open disclosure (9:17 ). 


• “It’s important to keep in mind that no one is infallible” 10:08 . 


• Apology laws and how to actually say sorry (15:49 ). 


• “Matters escalate when there’s been a failure to acknowledge that something’s gone wrong” (18:48 ). 


• “You can and you should express sympathy, regret or concern” (20:18 ). 


• Resources available for pharmacists (21:31 ). 

You can access the full transcript of this podcast here. While we endeavour to ensure all important words and phrases are correct, please note there may be some minor inaccuracies in the transcription.

ACCESS PODCAST TRANSCRIPT

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