The art of saying sorry

  Meridian Lawyers issue state and territory-specific guides It’s OK to say sorry. Pharmacists are human beings and fallible, so despite their best efforts, adverse events and mistakes can still occur. A key component of managing an incident is offering a sincere apology when an incident occurs. When dealing with an incident or complaint, no matter how trivial, time is of the essence. An irate customer who does not receive a prompt response may feel ignored and is more likely to escalate the complaint. Why is it important to apologise? It is widely accepted that apologies can…