In my work for Hudgell Solicitors, I represent many people who have suffered as a result of medical negligence, and most place receiving an apology from those treating them as a priority.
People understand that medical mistakes can happen, but what they can’t accept is being faced with outright denials, and a lack of empathy or accountability, for the harm that has been caused.
When this happens, the trust between a patient and those treating them is damaged.
However, a sincere letter of acknowledgement and apology can go a long way to rebuilding that trust. Knowing that the NHS is aware of the mistake and is taking responsibility can alleviate some of the distress caused by the incident.
Recognising errors is the first step in addressing them, and under the Duty of Candour imposed on the NHS, Trusts are required to be honest with patients when things go wrong.
Offering a letter of apology is a part of fulfilling this duty, and ethically aligns with principles of justice, ensuring that patients are treated fairly and with compassion.
Arrange a call back
How does a letter of apology help?
A letter of apology can help;
- Humanise healthcare – Healthcare can often feel impersonal, especially within a large system like the NHS. A letter of apology can help to demonstrate to patients that their experiences matter, as well as show that the doctors recognise and regret the impact of their mistakes.
- Patients find closure – Closure is an important aspect of recovery from medical errors. Receiving a sincere apology can be an essential part of this process. It can help patients to move past feelings of anger or betrayal and start to focus on their recovery. In some cases, it can even prevent the escalation of complaints or legal actions, as patients feel their concerns have been taken seriously.
- Promote transparency – As a public institution, the NHS is held to high standards of transparency and accountability. Offering letters of apology aligns with these values. It demonstrates to patients that the NHS is committed to openness and honesty, even in difficult situations. This transparency is crucial in maintaining public trust and confidence in the healthcare system.
- Improve clinical practice – When the NHS offers letters of apology, it also reflects an internal recognition of the need for improvement. This can lead to systemic changes aimed at preventing similar errors in the future. By acknowledging mistakes and learning from them, the NHS can enhance the quality of care it provides, ultimately benefiting all patients.
- Build a culture of accountability – Offering letters of apology helps to build a culture of accountability within the NHS. It sets a precedent for staff at all levels to take responsibility for their actions. This culture shift can lead to more proactive measures in preventing errors and fostering an environment where continuous improvement is prioritised.
Sadly, I still find some trusts are reluctant to apologise, even in cases where clear and damaging errors have been made.
Offering letters of apology should be a key area of practice across the NHS, as it demonstrates a commitment to patient well-being and respect, which is essential for ensuring quality healthcare, and continual learning and improvement.
