Apologies following an adverse medical event: The importance of focusing on the consumer's needs

Allan, Alfred; McKillop, Dianne; Dooley, Julian; Allan, Mamoon; Preece, David A.

doi:10.1016/j.pec.2015.06.001

Cited by 11 publications

(11 citation statements)

References 43 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…The provider himself or herself must accept responsibility: This includes stating that an error occurred (Allan, McKillop, Dooley, Allan, & Preece, 2015; Gallagher et al, 2003; Iedema et al, 2008). …”

Section: Methodsmentioning

confidence: 99%

“…The institution must be direct without covering or concealing. The level of formality signifies the importance and impact of the error (Allan et al, 2015; Iedema et al, 2008; Keogh, 2014). These formal expressions of regret, concern, empathy, and caring are essential and may have more importance than receiving a full explanation about what happened (Duclos et al., 2005; Lazare, 1995; Lazare & Levy, 2011; Mazor et al, 2013; Wu et al, 2009).…”

Section: Methodsmentioning

confidence: 99%

“…An expression of sorrow is an expression of grief, sadness, and disappointment in the occurrence that has transpired, which is different from regret and sympathy (Armstrong, 2009; Hébert et al, 2001; Mazor et al, 2013). The provider himself or herself must accept responsibility: This includes stating that an error occurred (Allan, McKillop, Dooley, Allan, & Preece, 2015; Gallagher et al, 2003; Iedema et al, 2008). …”

Section: Methodsmentioning

confidence: 99%

See 2 more Smart Citations

Eliciting the Functional Processes of Apologizing for Errors in Health Care

Prothero

Morse

2017

Global Qualitative Nursing Research

View full text Add to dashboard Cite

This article has been awarded GQNR’s Best Paper Award for the 2017 Volume The purpose of this article was to analyze the concept development of apology in the context of errors in health care, the administrative response, policy and format/process of the subsequent apology. Using pragmatic utility and a systematic review of the literature, 29 articles and one book provided attributes involved in apologizing. Analytic questions were developed to guide the data synthesis and types of apologies used in different circumstances identified. The antecedents of apologizing, and the attributes and outcomes were identified. A model was constructed illustrating the components of a complete apology, other types of apologies, and ramifications/outcomes of each. Clinical implications of developing formal policies for correcting medical errors through apologies are recommended. Defining the essential elements of apology is the first step in establishing a just culture in health care. Respect for patient-centered care reduces the retaliate consequences following an error, and may even restore the physician patient relationship.

show abstract

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

See 1 more Smart Citation

Eliciting the Functional Processes of Apologizing for Errors in Health Care

Prothero

Morse

2017

Global Qualitative Nursing Research

View full text Add to dashboard Cite

show abstract

“…10 This is problematic, since Iedema et al 8 found that patients were often dissatisfied where partial apologies were provided (whereby responsibility/fault was not assumed). Allan et al 30 found that even imperfect apologies could be considered acceptable; however, what constituted a 'basic apology' included an admission of fault. This illustrates that the requirements of the AODF and the protection provided by apology laws are at odds with patient expectations.…”

Section: Problem 1: Open Disclosure Does Not Always Happenmentioning

confidence: 99%

The potential for inadvertent adverse consequences of open disclosure in Australia: when good intentions cause further harm

et al. 2019

View full text Add to dashboard Cite

Open disclosure is a valuable process which has the potential to benefit both the patients who receive the open disclosure and the health care professionals (or organisations) who provide it. The benefits from open disclosure will most often be seen when open disclosure is performed in an ‘ideal’ manner. When open disclosure is suboptimal, it can lead to harmful consequences for patients and health care providers alike. Numerous factors may contribute to an inadequate open disclosure including: potentially inadequate legal protection for health care professionals or organisations; failing to meet patient and/or family expectations; health care professionals experiencing a lack of education, training and support from the health care organisation; or a fear of litigation. An inadequate open disclosure may result in inadvertent consequences including: patients/families who are dissatisfied; potentially preventable litigation; legal repercussions for health care professionals and organisations; and patient harm where open disclosure is not implemented. This article seeks to explore these barriers and considers how the implementation of open disclosure could be improved to overcome these barriers. Overcoming these barriers should help to reduce the risk of inadvertent consequences and lead to better outcomes for patients, health care professionals and health care organisations.

show abstract

“…143 People therefore prefer 144 full (all three components) apologies to no apologies and partial (less than three components) apologies. 145 Injured parties' subjective perception of components influence their interpretation of apologies 146 and they may believe one component (affirmation, affect or action) implies the existence of affirmation and/or affect, 147 or they may perceive some patterns of components to be more effective than others. Whilst affirmation and/or affect do not independently or together imply action, action could imply their presence, or, if present, reinforce them.…”

Section: The Content Of the Apologymentioning

confidence: 99%

Apologies in a Legal Setting: Insights from Research into Injured Parties’ Experiences of Apologies after an Adverse Event

Allan

Carroll

2016

Psychiatry, Psychology and Law

Self Cite

View full text Add to dashboard Cite

There is scholarly support for the use of apologies in the settlement of legal disputes and anecdotal evidence of their effectiveness in mediation and other dispute resolution processes. There is also a growing body of empirical psychological research regarding the use and effectiveness of apologies available to inform and guide the practice of lawyers, mediators and other professionals, and judicial officers when apologies arise in legal proceedings. This article critically reviews the research literature concerning the experience of apology recipients and offers a framework for understanding the circumstances in which an apology may contribute to the resolution of a legal dispute.

show abstract

Apologies following an adverse medical event: The importance of focusing on the consumer's needs

Cited by 11 publications

References 43 publications

Eliciting the Functional Processes of Apologizing for Errors in Health Care

Eliciting the Functional Processes of Apologizing for Errors in Health Care

The potential for inadvertent adverse consequences of open disclosure in Australia: when good intentions cause further harm

Apologies in a Legal Setting: Insights from Research into Injured Parties’ Experiences of Apologies after an Adverse Event

Contact Info

Product

Resources

About