Quick Links

Use the quick links below to find the resources and information you need to implement and maintain Safety IQ in your pharmacy.

Disclose and Apologize

When an incident occurs, patients want the pharmacy staff to:

  • Ensure their safety – what effects may occur, what should they do?
  • Apologize in a sincere and open manner – do not assign blame to others, be forthright and genuine
  • Take action – investigate the incident and implement changes to prevent a similar occurrence for another individual or family

How a pharmacy professional handles and discusses a medication incident with a patient is critical to preventing further distress to the patient, healing the relationship, and renewing trust. Empathy, understanding, transparency, and accountability are of utmost importance.

Use the information and resources below to ensure you are delivering high-quality and regulatory compliant apologies and disclosures.