Segment 10Role Play

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1How role-play stations work

2Breaking bad news

3The angry patient

4The anxious patient

5Explaining a procedure clearly

6Apologising when something has gone wrong

7Confronting a friend or colleague

8Persuading someone, and respecting a refusal

9Confused or vulnerable patients

10Speaking up to a senior

11Interpreters and accessibility

12Everyday role plays with no dentistry in them

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ReadingLesson 6 of 12

Apologising when something has gone wrong

What this lesson covers

What the station tests
Five steps to a proper apology
Sorry is not an admission of liability
What not to do
Dental versions of the station
How this comes up on the day

The words to use

Duty of candour: The professional responsibility to be open and honest with patients when something goes wrong with their care (GDC guidance, 2016). Apologising is part of it.
Admission of liability: Accepting legal responsibility for harm. Under section 2 of the Compensation Act 2006, an apology does not of itself amount to an admission of negligence.
Regulation 20: The statutory duty of candour on CQC-registered providers in England, including dental practices: after a notifiable safety incident, tell the patient, apologise, support them and follow up in writing.
Non-apology: Words that sound like sorry but put the problem on the listener, such as "I'm sorry you feel like that". NHS Resolution advises against them.

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The words to use

Duty of candour

The professional responsibility to be open and honest with patients when something goes wrong with their care (GDC guidance, 2016). Apologising is part of it.

Admission of liability

Accepting legal responsibility for harm. Under section 2 of the Compensation Act 2006, an apology does not of itself amount to an admission of negligence.

Regulation 20

The statutory duty of candour on CQC-registered providers in England, including dental practices: after a notifiable safety incident, tell the patient, apologise, support them and follow up in writing.

Non-apology

Words that sound like sorry but put the problem on the listener, such as "I'm sorry you feel like that". NHS Resolution advises against them.