How doctors should say 'sorry' to their patients

Both words and actions matter, and apologising can be a crucial aspect of resolving problems

Generally, an apology is important after any adverse event because it helps to repair a relationship that has been damaged, as well as restore trust and clear communication.

Those who have been harmed may be assisted by an apology because it acknowledges what they have experienced and validates their hardship.

Listening to their experience of the event and allowing them to vent their frustrations can be an important part of the process.

In 2017, a passenger was forcibly dragged off an overbooked United Airlines