Practice Management Alert

Leaving room for apologies when warranted can be part of any professional or interpersonal relationship.

Make Space to Acknowledge Wrongs

In many situations when a patient feels wronged, an apology can help mitigate hurt feelings or the potential for an escalation of reactions. An apology can help a patient feel seen and heard, honoring how they perceive and experience a medical situation or an interpersonal interaction while they receive care.

“Incorporating apology into conversations between physicians and patients can address the needs of both patients and physicians and is consistent with the ethics of the medical profession, ethics that focus on the necessity for trust between physician and patient,” Robbenholt says.

“Perhaps the most commonly cited barrier to disclosure and apology by physicians and risk managers is fear of litigation or legal liability. At the same time, however, the link between the risk of litigation and willingness to disclose has not been established,” Robbenholt says.

Plus, in the U.S., more than two-thirds of states have enacted legislation that prohibits admitting a doctor’s apology as evidence in litigation over liability, she notes.

De-Escalation is Crucial

Apologies can make sense in situations providers have with patients, but they can also be an important tool for practice management, especially for managing people. Cultivating a workplace that promotes accountability while acknowledging feelings may help avoid situations where employees feel disgruntled.

While the nuts and bolts of employment law don’t change depending on the relationship an employee has with their employer, there’s no doubt that an employee’s emotions toward a workplace incident can dictate their path forward — and whether that path includes expensive-for-both-parties litigation.

While it may not be a “good idea” for employers (or managers or human resources) to apologize to an employee being terminated, the employee’s emotional state can impact how they respond to termination during a conversation or in the following days, says attorney Brian Sabey at Hall & Render, in online analysis.

While you may want to avoid an outright apology in such situations, knowing how to listen and show compassion can be helpful. De-escalating emotionally fraught conversations and putting time and energy toward relationship management of employees, generally, may serve as useful tools in cutting workplace tension or even as a deterrent to employee-brought lawsuits.