Prothero Marie M, Morse Janice M
St. Mark's Hospital, Salt Lake City, Utah, USA.
University of Utah, Salt Lake City, Utah, USA.
Glob Qual Nurs Res. 2017 Mar 9;4:2333393617696686. doi: 10.1177/2333393617696686. eCollection 2017 Jan-Dec.
The purpose of this article was to analyze the concept development of apology in the context of errors in health care, the administrative response, policy and format/process of the subsequent apology. Using pragmatic utility and a systematic review of the literature, 29 articles and one book provided attributes involved in apologizing. Analytic questions were developed to guide the data synthesis and types of apologies used in different circumstances identified. The antecedents of apologizing, and the attributes and outcomes were identified. A model was constructed illustrating the components of a complete apology, other types of apologies, and ramifications/outcomes of each. Clinical implications of developing formal policies for correcting medical errors through apologies are recommended. Defining the essential elements of apology is the first step in establishing a just culture in health care. Respect for patient-centered care reduces the retaliate consequences following an error, and may even restore the physician patient relationship.
本文旨在分析医疗保健失误背景下道歉的概念发展、行政回应、后续道歉的政策及形式/流程。运用实用效用并对文献进行系统回顾，29篇文章和1本书籍提供了道歉所涉及的属性。制定了分析性问题以指导数据综合，并确定了不同情况下使用的道歉类型。确定了道歉的前因、属性及结果。构建了一个模型，阐述了完整道歉的组成部分、其他类型的道歉以及每种道歉的影响/结果。建议制定通过道歉纠正医疗失误的正式政策的临床意义。界定道歉的基本要素是在医疗保健领域建立公正文化的第一步。尊重以患者为中心的护理可减少失误后的报复性后果，甚至可能恢复医患关系。
