Any staff member can apologise to someone who has had a poor experience or makes a complaint.
When things go wrong, saying sorry, apologising or expressing regret is the right thing to do.
Make sure your apology is genuine, sincere, empathetic and meaningful.
Do
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apologise as soon as possible
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move to a quieter or more confidential space, if you can
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give a factual explanation of what happened
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acknowledge the issues raised
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say you’re sorry for the effect it has had on them
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use the words “I am sorry”
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accept responsibility if you are at fault
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express regret for the impact something has had on someone
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be sincere and empathetic
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make it specific to the individual and the situation
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reassure them that there will be no negative impact on them
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assure that everything will be done to stop it from happening again
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reassure them the HSE will learn and improve from this complaint
Don't
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do not speculate about what happened
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do not blame others
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do not say "but" or "however" after the apology
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do not be defensive
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do not be argumentative
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do not be afraid to apologise
You may help how the person feels by making an apology in this way. They may be satisfied they have told you about their experience and you are going to do something about it.
In some cases they may no longer want to make a formal complaint.
What people often expect from an apology is outlined in this guide to making a meaningful apology - ombudsman.ie.
If you are afraid to apologise
Some people do not apologise because they worry this is admitting liability.
An apology is not admitting liability.
A court of law decides negligence and liability based on evidence. Your apology cannot be used in this way.
Who should say sorry
Find out who the person who has made the complaint expects to apologise.
They may want an apology from any of these people:
- the staff involved
- a senior staff member - even if they're not directly involved
- the manager of the service