me tell how sorry I am that this has happened.’ ‘Let want to discuss with you what the diagnosis means for you, but first I’d like to ‘I apologise.’ want to discuss with you what this means for your health.’ ‘I sorry, this shouldn’t have happened. Right now, I don’t know exactly what ‘I’m happened, but I promise you we’re going to find out and do everything we can to make sure it doesn’t happen again.’ will get back to you as soon as we know what happened and we can talk ‘I the steps our practice will take to prevent it happening again.’ practice takes this very seriously and we will look into it to find out exactly ‘Our what happened and what we can do to prevent it happening again.’ you have all the information you need? I’m here if you have any other ‘Do questions.’ is my telephone number. You can contact me if you have any questions or ‘Here concerns. If you telephone and I’m busy with a patient, I promise to call you back the same day.’ know it’s hard to take it all in so I’m to go over this again another time.’ ‘I you like me to contact you to set up another meeting to talk about what ‘Would has happened and answer any questions you may have?’ Appendix 6: Glossary Admission of A statement by a person that admits, or tends to admit, a person’s or liability organisation’s liability in negligence for harm or damage caused to by another. Adverse event An incident in unintended harm resulted to a person receiving health care. Note: This term is used interchangeably with incident’. ‘harmful See Harm Adverse outcome An outcome of an illness or its treatment that has not met the clinician’s or the patient’s expectation for improvement or cure. Apology An expression of sorrow, sympathy and (where applicable) remorse by an individual, group or institution for a harm or grievance. It should include the words am sorry’ or are sorry’. Apology may also include an ‘I ‘we acknowledgment of responsibility, which is not an admission of liability. See also Admission of liability, Expression of regret
‘Let me tell how sorry I am that this has happened.’ ‘I want to discuss with you what the diagnosis means for you, but first I’d like to apologise.’ ‘I want to discuss with you what this means for your health.’ ‘I’m sorry, this shouldn’t have happened. Right now, I don’t know exactly what happened, but I promise you we’re going to find out and do everything we can to make sure it doesn’t happen again.’ ‘I will get back to you as soon as we know what happened and we can talk the steps our practice will take to prevent it happening again.’ ‘Our practice takes this very seriously and we will look into it to find out exactly what happened and what we can do to prevent it happening again.’ ‘Do you have all the information you need? I’m here if you have any other questions.’ ‘Here is my telephone number. You can contact me if you have any questions or concerns. If you telephone and I’m busy with a patient, I promise to call you back the same day.’ ‘I know it’s hard to take it all in so I’m to go over this again another time.’ ‘Would you like me to contact you to set up another meeting to talk about what has happened and answer any questions you may have?’ Appendix 6: Glossary Admission of liability A statement by a person that admits, or tends to admit, a person’s or organisation’s liability in negligence for harm or damage caused to by another. Adverse event An incident in unintended harm resulted to a person receiving health care. Note: This term is used interchangeably with ‘harmful incident’. See Harm Adverse outcome An outcome of an illness or its treatment that has not met the clinician’s or the patient’s expectation for improvement or cure. Apology An expression of sorrow, sympathy and (where applicable) remorse by an individual, group or institution for a harm or grievance. It should include the words ‘I am sorry’ or ‘we are sorry’. Apology may also include an acknowledgment of responsibility, which is not an admission of liability. See also Admission of liability, Expression of regret
Implementing-the-Australian-Open-Disclosure-Framework-in-small-practices.docx