The AJP Podcast

Be Risk Ready – a PDL Podcast: The art of saying sorry

Listen Later
“Saying sorry seems like such a simple, inherent notion, but it can also be a minefield,” PDL professional development pharmacist and Be Risk Ready host, Amy Minion says 

Meridian Lawyers’ Chandrika Darroch joins PDL Podcast host, Amy Minion, and pharmacist, Georgina Woods, to discuss how to apologise when incidents occur. 

This episode of the Be Risk Ready PDL Podcast looks at how to apologise for an incident, and what to do and not do.  

The topics covered include: 

  • “It’s important to normalise adverse events” (2 minutes 36). 
  • Make sure the patient feels heard (3:54). 
  • “Apologies are a very important component of incident and complaint management, and the regulators generally have quite a poor view of practitioners who are neither apologetic or reflective” (7:24). 
  • Open disclosure (9:17). 
  • “It’s important to keep in mind that no one is infallible” 10:08. 
  • Apology laws and how to actually say sorry (15:49). 
  • “Matters escalate when there’s been a failure to acknowledge that something’s gone wrong” (18:48). 
  • “You can and you should express sympathy, regret or concern” (20:18). 
  • Resources available for pharmacists (21:31). 

    • You can access the full transcript of this podcast here. While we endeavour to ensure all important words and phrases are correct, please note there may be some minor inaccuracies in the transcription.

    ACCESS PODCAST TRANSCRIPT

    Go here for the full list of active AJP podcasts. These can also be accessed via Apple Podcasts and Spotify 

     

     

    ...more
    View all episodesView all episodes
    Download on the App Store
    The AJP PodcastBy Australian Journal of Pharmacy

    More shows like The AJP Podcast

    View all
    Hidden Brain by Hidden Brain, Shankar Vedantam

    Hidden Brain

    43,653 Listeners

    Desert Island Discs by BBC Radio 4

    Desert Island Discs

    1,988 Listeners

    Conversations by ABC

    Conversations

    832 Listeners

    Health Report by ABC

    Health Report

    129 Listeners

    Purple Pen Podcast by Purple Pen Podcast

    Purple Pen Podcast

    3 Listeners

    Australian Prescriber Podcast by Australian Prescriber

    Australian Prescriber Podcast

    20 Listeners

    The Diary Of A CEO with Steven Bartlett by DOAC

    The Diary Of A CEO with Steven Bartlett

    8,407 Listeners

    Feel Better, Live More with Dr Rangan Chatterjee by Dr Rangan Chatterjee: GP & Author

    Feel Better, Live More with Dr Rangan Chatterjee

    3,764 Listeners

    The Peter Attia Drive by Peter Attia, MD

    The Peter Attia Drive

    8,512 Listeners

    Off Menu with Ed Gamble and James Acaster by Plosive

    Off Menu with Ed Gamble and James Acaster

    2,776 Listeners

    What's That Rash? by ABC

    What's That Rash?

    243 Listeners

    The Rest Is History by Goalhanger

    The Rest Is History

    15,636 Listeners