Latest guidance from the Royal College of Nursing states that apologising to a patient making a complaint is not an acceptance of guilt and can help defuse the situation.
The new guidance aims to help frontline nurses and support workers “understand how to deal with feedback, both good and bad, as well as concerns, complaints and compliments”.
The guide also stated that it was “perfectly OK to apologise” to someone if they had a valid complaint, adding that “offering an apology does not constitute an acceptance of responsibility”.
The college said it was intended to help nurses know what was expected of them when they received feedback from patients, and also what support they should expect from their employers.
How much guidance do nurses need?