So I guess when things do go wrong, should we be apologising to the patient? And if we do, how do we do that in a way that's not going to create more problems?

Yeah, I think saying sorry is one of the most powerful things you can do when something goes wrong.

It doesn't mean that you're agreeing or admitting that you've done the wrong thing, but empathizing with a fellow human is a really, really good way to make them feel heard, make them feel listened to, and make them feel cared about.

And the Australian Commission for Quality and Safety in Healthcare has a great saying sorry guide online in their open disclosure framework.

So I highly recommend people Google that, have a look at it.

And Work on implementing that into some of your complaint management processes and complication management processes, because saying sorry is something that drastically lowers the level of complaints.

I mean, I've had some very serious complaints when I was at APRA where I've had their complainant tell me, Well, if they just apologised in the first place, I never would have made a complaint to ARPRA.

What would be the things in your experience that triggers patients to put in complaints that go to APRA or the regulators?