PS 105 Lesson 2: When and How to Apologize to Patients
When errors lead to problems in a patient’s care, an apology may be in order. In this lesson, you’ll learn psychiatrist and researcher Aaron Lazare’s four components of an apology: acknowledgment, explanation, expression of remorse, and reparation.
Estimated Time of Completion: 25 minutes
Learning Objectives
After completing this lesson, you will be able to:
1. Explain the importance of apologizing after something goes wrong.
2. Describe the structure and content of an effective apology.
3. Practice crafting an effective apology.
Contributors
Author(s):
Frank Federico, RPh, Vice President/Senior Patient Safety Expert, Institute for Healthcare Improvement View Profile
Allan Frankel, MD, Patient Safety and Reliability Expert, Safe and Reliable Healthcare View Profile
Editor(s):
Laura Fink, Senior Managing Editor, Institute for Healthcare Improvement View Profile
Reviewer(s):
Barbara Edson, RN, MBA, MHA, VP, Clinical Quality, Health Research & Educational Trust (HRET) View Profile
Lucian Leape, MD, Adjunct Professor of Health Policy, Harvard School of Public Health View Profile
Wendy Madigosky, MD, MSPH, Director, Foundations of Doctoring Curriculum, University of Colorado Anchutz Medical Center View Profile
Liam Shields, Staff Nurse/ Early Clinical Career Fellow, University of Dundee View Profile
Requirements
You must be a registered IHI.org user to take this lesson.
You must achieve a minimum score of 75% to successfully complete this lesson.