I would like your advice on formulating a proper apology to clients. I’m a veterinarian who was asked to perform a common, permissible procedure on their show animal. There are known risks associated with the procedure, including infection. This is rare, but can be very serious, even deadly. Furthermore this was a procedure done in advance of a championship show.

For the first time in my career I did have this procedure result in an infection. It was recognized immediately, and I took instant and appropriate action. My patient has responded well to treatment, and seems unlikely to have any lasting effects. However, she will miss her championship show this year. Furthermore I referred my patient to a specialist, and treatment was expensive.

Different vet, different patient. But so charming.

What is the most appropriate apology? I do not feel these are litigious people, they are excellent clients, and I am truly sorry that this occurred. I have been told to be careful, as an apology can be taken as tacit admission of some kind of misconduct, but I do not think this is right? Advice?

— Dr. W.

Dear Dr. W. –

This is an interesting nuance. You want to apologize because a bad thing happened as a result of your actions, even though it wasn’t your fault. You’re not sorry for your actions, you’re sorry about your patient’s bad luck in getting the rare complication.

Your instinct is good. People who told you not to apologize are mistaken. My learned colleague Snarly points to recent research showing that people are much less likely to sue for malpractice if doctors apologize for medical errors they make, rather than denying or concealing them. When doctors at the University of Michigan Health System began disclosing and apologizing for mistakes, the number of lawsuits went from 262 a year to 83 a year. (Though they may have made other changes that contributed to this drop.)

The situations are not identical. You didn’t make an error. Also, your patient (the animal) isn’t the one who will hear your apology. But it’s still true that good apologies make things better, not worse.

I suggest you simply say something like, “I’m so sorry about Spotty’s infection. It’s always a risk, but that doesn’t make things any easier for Spotty, or for you.”