A Tuesday, July 15, 2014 a story in the Science section of the New York Times covered the circumstances in which doctors are faced with a dilemma in practice. They are reluctant to say to a patient or his or her family that they were sorry for a poor outcome in medical care. It has long been discussed whether doctors should approach patients and family members of patients to express regret or say the word “sorry” because of a bad outcome.
Many risk managers would stand in the way of doctors saying they were sorry for fear that those words might translate into an admission of wrongdoing, guilt and/or negligence.
The New York Times story, written by a physician, Abigail Zuger M.D., relates the medical issue to that of a plumber who worked in her home; a chain of events led to gushing water. Although the plumber wasn’t directly at fault for the problem, he happened to be at the wrong place at the wrong time when he turned a bolt, screw or valve that was old and ready to break at anytime. The issue there was whether the plumber could have said “I’m sorry” without taking responsibility. The writer of this story wrote that saying, “I’m sorry” is not an expression of anything other than empathy and not an admission of fault.