Get a handle on HaNDL (headache, neurological deficit, and lymphocytosis).
In the aftermath of an adverse event, an apology can bring comfort to the patient, forgiveness to the health practitioner, and help restore trust to their relationship. According to the Health and Disability Commissioner: "The way a practitioner handles the situation at the outset can influence a patient's decision about what further action to take, and an appropriate apology may prevent the problem escalating into a complaint to HDC". Yet, for many health practitioners saying "I'm sorry" remains a difficult and uncomfortable thing to do. We can help to bring down this wall of silence by developing a clear understanding of the importance of apologies to patients and health practitioners; appreciating the difference between expressing empathy and accepting legal responsibility for an adverse outcome; knowing the key elements of a full apology and when they should be used; and supporting those who have the honesty and courage to say "I'm sorry" to patients who have been harmed while receiving healthcare.
Cheng
Harriet
H
Department of Medicine, Middlemore Hospital, Private Bag 93311, Otahuhu, Auckland 1640, New Zealand.
Huang
Judy
J
Yeoh
Joey
J
D001037:Aphasia / Q000150:complications / Q000175:diagnosis*; D001774:Blood Chemical Analysis; D002555:Cerebrospinal Fluid / Q000166:cytology; D005500:Follow-Up Studies; D006261:Headache / Q000150:complications / Q000175:diagnosis*; D006801:Humans; D008218:Lymphocytosis / Q000150:complications / Q000175:diagnosis*; D008279:Magnetic Resonance Imaging / Q000379:methods; D008297:Male; D010291:Paresis / Q000150:complications / Q000175:diagnosis*; D013902:Radiography, Thoracic; D013577:Syndrome; D014057:Tomography, X-Ray Computed / Q000379:methods; D055815:Young Adult