A sincere apology is a key component of open disclosure. Providing an apology that a patient safety incident has occurred, and demonstrates empathy, respect and accountability.
An apology should be offered as early as possible after an incident and forms an important part of open, honest and compassionate communication. It must include the words "I am sorry" or "we are sorry".
Find guidance on apologising and saying sorry in the Open Disclosure Handbook.
Key principles
Effective apologies:
- acknowledge that the incident occurred
- acknowledge the harm, or potential harm, experienced by the patient
- include the words "I am sorry" or "we are sorry"
- demonstrate empathy and compassion
- give patients and support people an opportunity to be heard
- are delivered respectfully and sincerely.
Apologies and liability
Staff can be reassured that NSW legislation provides significant protection for apologies made during open disclosure. An apology does not constitute an admission of fault or liability and is not admissible as evidence of fault or liability in civil proceedings under section 69 of the Civil Liability Act 2002 (NSW).
Download resources for effective open disclosure communication (PDF 717.2 KB)