Apologies following an adverse medical event: The importance of focusing on the consumer's needs. Issue 9 (September 2015)

• Record Type: Journal Article
• Authors: Allan, Alfred; McKillop, Dianne; Dooley, Julian; Allan, Maria M.; Preece, David A.
• Is Part Of: Patient education and counseling. Volume 98:Issue 9(2015)
• Page Start: 1058
• Page End: 1062
• Publication Date: 2015-09
• Subjects: Patient education -- Periodicals; Health counseling -- Periodicals; Health education -- Periodicals; Counseling -- Periodicals; Patient Education -- Periodicals; Éducation des patients -- Périodiques; Counseling -- Périodiques; Éducation sanitaire -- Périodiques; 615.5071
• DOI: 10.1016/j.pec.2015.06.001
• Languages: English
• ISSNs: 0738-3991

Abstract

<abstract abstract-type="author-highlights" id="abs0005"> <title id="sect0005">Highlights</title> <sec> <p id="spar0005"> <list id="lis0005"> <list-item id="lsti0005"> <label></label> <p id="par0005">Self-focused apologies focus exclusively on the needs of the apologiser.</p> </list-item> <list-item id="lsti0010"> <label></label> <p id="par0010">People who feel wronged also require a focus on their needs in an apology.</p> </list-item> <list-item id="lsti0015"> <label></label> <p id="par0015">We compare the effectiveness of two types of apologies in a health care setting.</p> </list-item> <list-item id="lsti0020"> <label></label> <p id="par0020">Focusing on the wronged person's needs in an apology increases its effectiveness.</p> </list-item> <list-item id="lsti0025"> <label></label> <p id="par0025">Apologies which do this are seen to indicate greater sincerity and sorriness.</p> </list-item> </list> </p> </sec> </abstract>