Saying sorry, explaining clearly, and putting things right

A good candour response is a clear, timely conversation that treats the person with respect, explains what is known, acknowledges uncertainty, and sets out what will happen next. GPhC guidance is clear that apologising does not amount to admitting legal liability.

Candour only works if the person can understand it. Where language, hearing, cognitive, literacy, or other communication barriers exist, the pharmacy should provide appropriate support such as an interpreter, advocate, clearer written information, extra time, or another accessible format so the explanation is genuinely usable.

What a good candour conversation includes

• A prompt, sincere apology
• A clear explanation of what has happened so far
• Immediate safety advice or action: for example stop, replace, monitor, seek urgent review, or contact another clinician
• Any practical remedy that can be offered now
• An honest explanation of what is still being checked
• Clear follow-up arrangements: who will contact the person, when, and about what

What to avoid

• Minimising the problem
• Blaming another person or organisation in front of the patient
• Guessing or speculating beyond the facts
• Delaying contact while waiting for every detail to be confirmed
• Using jargon, evasive language, or over-legalistic wording
• Making promises that the pharmacy cannot actually deliver

What managers and supervisors should set up

Saying sorry is important, but candour also requires explanation, practical action, and follow-up.