The Pharmaceutical Journal Vol 267 No 7169 p494
13 October 2001

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The BPC in Glasgow
Sorry seems the hardest word to say

The BPC in Glasgow

This year’s British Pharmaceutical Conference in Glasgow saw a return to a more traditional Conference format, heavy on science and keynote speeches and with less emphasis than last year on attracting community or hospital pharmacists. For the most part this seems to have been a success.

We hear that the science sessions were well attended and enjoyed by pharmacists from the industry and academia, which are often neglected parts of the profession. The presence of the Princess Royal was certainly a coup for the organisers and she showed a commendable interest in the activities of organisations represented at the Conference exhibition. However, the failure of the Scottish Health Minister to announce the details of the Scottish pharmacy plan was a missed opportunity, as the publication of the English equivalent was the highlight of last year’s Conference.

Our coverage of the Conference, reduced but more focused than in the past, concludes this week with 16 pages covering topics ranging from pharmaceutical care to superbroccoli (pp510–25). Further contributions are invited and will be collated and posted on PJ Online at the end of November.

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Sorry seems the hardest word to say

The maxim “Never apologise, never explain” is attributed to many people including the Duke of Wellington and Henry Ford. Although the sentiments may have value in a political environment, they are counterproductive when it comes to dealing with patients.

Gill Hutchinson, one of the Society’s professional standards inspectors, says (p532) that making a sincere apology for an error can save a pharmacist a lot of trouble in the long run. In her opinion many complaints about dispensing errors are made only because the complainant believes that the pharmacist has failed to give an adequate explanation or apology.

In a fact sheet available from the Professional Standards Directorate, “Dealing with dispensing errors”, it is pointed out that when an error has occurred, the natural inclination is to say as little as possible for fear of incriminating yourself. The trick is to use a neutral form of words that makes it quite clear, without an admission of liability, that you are sorry for what happened, that you acknowledge that the complainant is upset, angry or concerned, and that the complaint will be investigated.

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