Saying Sorry and Communicating Clearly

Patients notice tone as much as words. A good response is prompt, plain, respectful and practical. It acknowledges distress, avoids defensiveness, states what is known, and explains what will happen next. Saying sorry does not equal admitting legal liability.

Dental nurses may apologise for distress, delay, or a poor experience and for the fact that an event occurred. They should avoid giving technical conclusions, blaming colleagues, promising refunds, or speculating about cause. If a clinical explanation is required, the dentist or the appropriate clinician should provide it.

Helpful communication includes

• "I am sorry this has been upsetting."
• "Thank you for telling us."
• "I will make sure the right person is told now."
• "I do not want to guess, but I can arrange for the dentist to explain."
• "Can we move somewhere private so we can hear you properly?"
• "This will be recorded and followed up through the practice process."

Avoid phrases such as

• "That is not our fault."
• "You must have misunderstood."
• "These things happen."
• "The dentist is too busy to talk now."
• "Do not complain; it will only make things difficult."

Accessible candour

A good apology is human, prompt and clear. It should be paired with safety checks, factual escalation and reliable follow-up.