Communicating with Patients After a Mistake

When dealing with a patient after a mistake has been made, there are a number of important factors to consider. First and foremost, the priority is to ensure that the patient is no longer in any life-threatening danger. Once their safety is ensured, you must inform the patient as soon as reasonably possible. However, before you do so, it’s essential to make sure that you’ve taken the following factors into account:

1. Choosing the Right Setting

When speaking with the patient, select a setting that will make them feel comfortable. Avoid busy, public spaces where the conversation could be overheard. A quiet, private area is crucial to ensure the patient feels at ease during this difficult conversation.

2. Offering Support

Think about the level of support the patient may need during the conversation. It is beneficial to have a close family member, friend, or someone else they trust present. Their presence can help provide emotional support during what could be an emotional and stressful time.

3. Honesty and Compassion

When explaining the situation to the patient, share as much of the truth as possible. Avoid over-embellishing the details or making excuses for the mistake. The patient is likely to want to know what happened, why it occurred, and what impact it may have on their health.

4. Acting Empathetically

Empathy is crucial. While it is important to always act empathetically with patients, this is especially necessary in situations where mistakes have been made. Your empathetic approach will make the patient feel heard, respected, and more likely to accept any changes in their care that may be necessary.

5. Making an Apology

Apologising sincerely shows the patient that the mistake was an accident, not negligence. An apology doesn’t mean you are admitting legal liability but demonstrates that you are acting with professionalism and care. An apology can also help protect you if there is any subsequent fitness-to-practice inquiry.

Key Elements of an Apology

• Explain what happened: Provide as much detail as the patient wants, including what happened after the incident and any immediate care given.
• Discuss what will change: Outline how the patient’s care will be adjusted due to the mistake.
• Preventing future mistakes: Reassure the patient that measures will be taken to prevent a similar situation in the future.

6. No Personal Responsibility for Others' Mistakes

During this conversation, you should not take personal responsibility for situations that were beyond your control or for mistakes made by others. However, if appropriate, having a higher-ranking member of the team (e.g., team lead or management) offer additional apologies may help the patient understand that the issue has been addressed at the organisational level.

7. Respecting the Patient’s Wishes

The patient may choose not to know certain details about the incident. If this happens, their wishes must be respected. It is vital to document this decision and, if necessary, have a witness present to confirm the patient's wishes. If the patient does not want to hear certain details initially, they retain the right to ask about them at a later time.

8. Closing the Conversation

When wrapping up the conversation, always ask the patient if they have any further questions. Respond to these questions honestly and clarify any confusion about the incident or its consequences. Be sure to offer to inform others on their behalf and assure them that their needs will continue to be met.

9. Demonstrating Compassion Throughout

Throughout this conversation, your compassion and sincerity will play a key role in helping the patient cope with the situation. By providing honest information, being empathetic, and offering support, you will foster trust and ensure the patient feels respected and cared for, despite the challenging circumstances.