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Segment 9Role PlayWith Dhruv Sharma

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1How role-play stations work

2Breaking bad news

3The angry patient or relative

4The upset or anxious person

5Explaining something clearly

6Apologising when something has gone wrong

7Confronting a friend or colleague

8Persuading someone, and respecting a refusal

9Lifestyle advice: smoking, alcohol and weight

10Confused or vulnerable people

11Speaking up to a senior

12Interpreters and accessibility

13Everyday role plays with no medicine in them

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ReadingLesson 6 of 13

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
Common versions of the station
How this comes up on the day

The words to use

Duty of candour: The professional duty to be open and honest when something goes wrong: tell the patient, apologise, offer a remedy, and explain the effects (GMC and NMC guidance).
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.
Near miss: A mistake that could have caused harm but did not, such as a wrong bag spotted before any tablet was taken. It should still be reported.
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 duty to be open and honest when something goes wrong: tell the patient, apologise, offer a remedy, and explain the effects (GMC and NMC guidance).

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.

Near miss

A mistake that could have caused harm but did not, such as a wrong bag spotted before any tablet was taken. It should still be reported.

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.