When something has genuinely gone wrong, the station tests honesty and the duty of candour as much as communication. The examiner wants a sincere apology, attention to safety, and transparency.
How to structure it
- Listen, and apologise unreservedly for the error and any distress.
- Check the patient’s safety now — what, if anything, was taken, and any harm.
- Explain factually how it happened, without blaming individuals.
- Describe how it will be investigated and learned from (incident reporting).
- Reassure about ongoing care and offer feedback routes.
Common pitfalls
- Minimising the error or being defensive.
- Failing to address immediate safety.
- Promising outcomes you cannot guarantee.
Examiners reward an open, candid response, prioritising safety, and clear, honest explanation.
More handling complaints stations
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