When and How Should Physicians Apologize?
Some professionals believe that physicians should apologize. What is an apology? An apology is an admission of error or discourtesy accompanied by an expression of regret. There are countless articles available for physicians explaining how to apologize.
Richard G. Roberts, M.D., J.D., F.A.A.F.P., F.C.L.M., a professor and past chair in the Department of Family Medicine at the University of Wisconsin School of Medicine & Public Health in Madison, Wisconsin, published an article on the art of apology and emphasized the importance of knowing when to apologize, as well as how to deliver the apology.
Roberts states that an apology should be considered “when the outcome is unwanted or unexpected, people are unhappy, or errors are suspected.” In evaluating whether or not an apology is needed, you must get the facts. Gathering the facts allows you to understand what happened. Questions to ask when gathering the facts include: “What happened, exactly? What are the perspectives of the other members of the care team? What was the proper procedure for the condition in question, and was it followed? Was there an error?”
If you believe that an apology is warranted, then providing an apology can include several parts. Aaron Lazare (deceased), M.D., former Chancellor and Dean of University of Massachusetts Medical School in Worcester, Massachusetts spent much of his career studying the apology process.
Lazare wrote that the parts of an apology include “acknowledging responsibility, offering explanations, expressing remorse, and discussing reparations.” He concluded, “Without such offerings, most patients in response to such disclosures would more likely be offended than soothed.” While much of Lazare’s research was done prior to and during the passage of state apology laws, the components of apologies have remained unchanged.
Be Informed
Choosing whether to apologize remains a personal choice (or a company policy). Whatever you choose, you should be aware of your state’s law regarding apologies.
NCSL has compiled a list of states and their “Statutes Related to Apologies and Other Sympathetic Gestures Generally” and “Statutes Related to Apologies and Other Sympathetic Gestures Related to an Accident.” These lists are a great starting point for physicians who would like to know more about how the state where they practice medicine deals with apologies.
