Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

Medical errors? Sorry, not sorry.

Iris Kulbatski, PhD
Patient
January 2, 2022
1 Shares
Share
Tweet
Share

You know that feeling you get from an insincere apology? Your stomach flip-flops. Your heart pounds. You feel irritated, disgusted even. A vague dissonance nags at you. It’s the same disorienting feeling you get from an insult wrapped in a compliment. Or from realizing you’ve been scammed, and the perpetrator got away. That feeling.

Non-apology apologies are easy to identify. They’re the I’m sorry but, the sorry you feel that, the sorry if statements and their many variations. They minimize wrongdoing, victim blame, and twist the narrative to avoid accountability under the guise of remorse. In other words, smoke and mirrors. If these tactics seem dehumanizing and manipulative, it’s because they are. Psychologists identify fake apologies as a form of emotional abuse. They’re also a tactic commonly used by politicians, public relations professionals, and those trying to avoid litigation, like health care institutions after incidents of medical harm.

That was then; this is now.

A decade ago, Ontario’s Ombudsman described his growing frustration with hospital complaints processes in a section of his report titled “Losing patience with patient relations.” The report describes the lack of objectivity, transparency, and credibility of hospital patient relations departments. Hospital officials, he wrote, “work for hospitals, not patients. They have no independent authority or formal powers of investigation. At best, they operate as internal customer relations departments — clearinghouses for complaints … at worst, they may be unresponsive, insensitive and/or apologists for hospital interests.”

Not much has changed since this report was issued. The ombudsman’s sentiment is echoed by the Center for Patient Protection and countless others who have experienced medical harm, including my own family. In 2015, Kathleen Finlay, CEO of the Center for Patient Protection, called for a “shakeup in our health care complaints system.” She described the hospital complaint mechanism as “a rigged game that rarely offers satisfaction and often produces still more waves of emotional harm.”

Riding the waves of harm

My family and I experienced precisely such ongoing harm while coping with the multiple medical errors my late father endured as a prostate cancer patient at Canada’s largest hospital research network. Among them was a missed diagnosis of cancer recurrence resulting in a two-year treatment delay. I discovered this while reviewing my father’s online patient record in 2018, after his passing. Neither my father nor my family was informed of this appalling mistake, despite a note in his file, and contrary to the Public Hospitals Act’s Regulation 965 and the College of Physicians and Surgeons of Ontario’s policy, which obligate disclosure of harm.

After this discovery, in June 2019, I requested access to my father’s complete medical record only to encounter an obstructive and harrying chain of events. In response to my appeal of an exorbitant access fee, hospital administrators updated their online fee policy and backdated it to a day before my request, while proceeding to inactivate my access to my father’s online record.

After much effort and hardship, including a complaint to Ontario’s Information and Privacy Commissioner, the hospital lowered its fee and I obtained the complete record. What I discovered shook me to my core — my father’s care was mishandled for far longer than was previously evident. A clinical directive was recorded in his chart when he was diagnosed with aggressive prostate cancer in 2011, necessitating ongoing scans to track recurrence after treatment. Yet, these instructions were ignored by his medical team even when, seven years later, my father experienced new symptoms, his bloodwork was suspicious for recurrence, and he repeatedly requested follow-up imaging.

In November 2019, I submitted a complaint to the hospital requesting an investigation into the lapses in my father’s care. Ontario’s Patient Ombudsman’s Office, the province’s office of last resort for hospital complaints, acted as an impartial mediator. Its best efforts at mediating a resolution became a painful, drawn-out succession of hospital administrators’ tactics of deny, defend and delay, designed to frustrate in the interest of self-protection. Responses from patient relations, when they did trickle in, were invalidating, insensitive, evasive and inadequate. A “Sorry Not Sorry” opus — the mother of all scams in which the perpetrator gets away.

The extensive delays were particularly incomprehensible given that hospital administrators, clinical staff and a lawyer had quietly convened in January 2019 to discuss my father’s case, long before I requested the complete medical record or submitted a complaint via the Patient Ombudsman’s Office.

Limits of moral suasion

Two years have elapsed, yet the complaint remains unresolved. The hospital denied requests by the Patient Ombudsman’s Office for an independent external investigation, and discussions with the hospital’s CEO to address deficits in internal processes have been ineffective. Despite effusive public narratives of patient-centered care, hospital-patient relations remain an intermediary between at-fault staff and the hospital’s legal counsel. An insult wrapped in a compliment.

For its part, Ontario’s Patient Ombudsman is committed to fairness and transparency but lacks the authority to enforce binding recommendations, relying instead on moral suasion to influence change. As my family’s experience demonstrates, health care institutions can render the “office of last resort” toothless. In such cases, moral suasion is a poor substitute for an independent investigative authority with the power to enforce systemic improvements for publicly accountable hospitals.

Inadequate legislation and oversight of hospital practices, as well taxpayer-subsidized legal costs for physicians, further enable patient harm. Especially for patients without a support network to advocate on their behalf.

And as long as hospital administrators’ primary concern is to mitigate legal risk, the well-being of patients will not be a priority. Patients and families who experience medical harm will continue to be deterred from seeking accountability and driving systemic improvement.

Iris Kulbatski is a science writer. 

Image credit: Shutterstock.com

Prev

Being naked with other doctors is a profound experience [PODCAST]

January 1, 2022 Kevin 0
…
Next

Is it OK to leave your partner in light of a serious emotional issue?

January 2, 2022 Kevin 0
…

Tagged as: Malpractice

Post navigation

< Previous Post
Being naked with other doctors is a profound experience [PODCAST]
Next Post >
Is it OK to leave your partner in light of a serious emotional issue?

More by Iris Kulbatski, PhD

  • “We are not that great.” Gain-of-function research highlights our hubris

    Iris Kulbatski, PhD
  • Upholding the principles of informed consent in the fight against vaccine hesitancy

    Iris Kulbatski, PhD
  • The culture of silence in Canada’s medical institutions is in desperate need of reform

    Iris Kulbatski, PhD

Related Posts

  • The criminalization of true medical errors is a step backwards for patient safety

    Michael Ramsay, MD
  • A universal patient medical record

    Michael R. McGuire
  • Digital advances in the medical aid in dying movement

    Jennifer Lynn
  • 3 surprising links to medical errors

    Health eCareers
  • How the COVID-19 pandemic highlights the need for social media training in medical education 

    Oscar Chen, Sera Choi, and Clara Seong
  • Medical education must be patient-centered

    Christian Rubio

More in Patient

  • There’s no one to drive your patient home

    Denise Reich
  • Dying is a selfish business

    Nancie Wiseman Attwater
  • A story of a good death

    Carol Ewig
  • We are warriors: doctors and patients

    Michele Luckenbaugh
  • Patient care is not a spectator sport

    Jim Sholler
  • Me is who I am

    Michele Luckenbaugh
  • Most Popular

  • Past Week

    • The real cause of America’s opioid crisis: Doctors are not to blame

      Richard A. Lawhern, PhD | Meds
    • Healing the damaged nurse-physician dynamic

      Angel J. Mena, MD and Ali Morin, MSN, RN | Policy
    • The struggle to fill emergency medicine residency spots: Exploring the factors behind the unfilled match

      Katrina Gipson, MD, MPH | Physician
    • What is driving physicians to the edge of despair?

      Edward T. Creagan, MD | Physician
    • Deaths of despair: an urgent call for a collective response to the crisis in U.S. life expectancy

      Mohammed Umer Waris, MD | Policy
    • Beyond the disease: the power of empathy in health care

      Nana Dadzie Ghansah, MD | Physician
  • Past 6 Months

    • The hidden dangers of the Nebraska Heartbeat Act

      Meghan Sheehan, MD | Policy
    • The real cause of America’s opioid crisis: Doctors are not to blame

      Richard A. Lawhern, PhD | Meds
    • The vital importance of climate change education in medical schools

      Helen Kim, MD | Policy
    • The fight for reproductive health: Why medication abortion matters

      Catherine Hennessey, MD | Physician
    • Nobody wants this job. Should physicians stick around?

      Katie Klingberg, MD | Physician
    • Resetting the doctor-patient relationship: Navigating the challenges of modern primary care

      Jeffrey H. Millstein, MD | Physician
  • Recent Posts

    • The power of self-appreciation: Why physicians need to start acknowledging their own contributions

      Wendy Schofer, MD | Physician
    • The endless waves of chronic illness

      Michele Luckenbaugh | Conditions
    • Skydiving and surgery: How one doctor translates high-stress training to saving lives

      Alexandra Kharazi, MD | Physician
    • Telemedicine in the opioid crisis: a game-changer threatened by DEA regulations

      Julie Craig, MD | Meds
    • How this doctor found her passion in ballroom dancing [PODCAST]

      The Podcast by KevinMD | Podcast
    • Surviving and thriving after life’s most difficult moments

      Rebecca Fogg, MBA | Conditions

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 1 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

CME Spotlights

From MedPage Today

Latest News

  • Make the Diagnosis: This Bump on His Nose is a Tricky Diagnosis
  • CRT Regimen Boosts Complete Response Rate in Unresectable Vulvar Cancer
  • Fla. Doc Charged With Murder; McConnell Exits Rehab Facility; BPA on Store Receipts
  • FDA Faults Next-Gen Olympus Duodenoscopes
  • CDK4/6 Inhibition Active in Recurrent Low-Grade Serous Ovarian Cancer

Meeting Coverage

  • Ankle Sprain Physical Therapy Doesn't Shift the Pain Elsewhere
  • Use of EMR Directive Tied to Reduced Opioid Prescribing After Spine Surgery
  • CRT Regimen Boosts Complete Response Rate in Unresectable Vulvar Cancer
  • CDK4/6 Inhibition Active in Recurrent Low-Grade Serous Ovarian Cancer
  • Switch to IL-23 Blocker Yields Deep Responses in Recalcitrant Plaque Psoriasis
  • Most Popular

  • Past Week

    • The real cause of America’s opioid crisis: Doctors are not to blame

      Richard A. Lawhern, PhD | Meds
    • Healing the damaged nurse-physician dynamic

      Angel J. Mena, MD and Ali Morin, MSN, RN | Policy
    • The struggle to fill emergency medicine residency spots: Exploring the factors behind the unfilled match

      Katrina Gipson, MD, MPH | Physician
    • What is driving physicians to the edge of despair?

      Edward T. Creagan, MD | Physician
    • Deaths of despair: an urgent call for a collective response to the crisis in U.S. life expectancy

      Mohammed Umer Waris, MD | Policy
    • Beyond the disease: the power of empathy in health care

      Nana Dadzie Ghansah, MD | Physician
  • Past 6 Months

    • The hidden dangers of the Nebraska Heartbeat Act

      Meghan Sheehan, MD | Policy
    • The real cause of America’s opioid crisis: Doctors are not to blame

      Richard A. Lawhern, PhD | Meds
    • The vital importance of climate change education in medical schools

      Helen Kim, MD | Policy
    • The fight for reproductive health: Why medication abortion matters

      Catherine Hennessey, MD | Physician
    • Nobody wants this job. Should physicians stick around?

      Katie Klingberg, MD | Physician
    • Resetting the doctor-patient relationship: Navigating the challenges of modern primary care

      Jeffrey H. Millstein, MD | Physician
  • Recent Posts

    • The power of self-appreciation: Why physicians need to start acknowledging their own contributions

      Wendy Schofer, MD | Physician
    • The endless waves of chronic illness

      Michele Luckenbaugh | Conditions
    • Skydiving and surgery: How one doctor translates high-stress training to saving lives

      Alexandra Kharazi, MD | Physician
    • Telemedicine in the opioid crisis: a game-changer threatened by DEA regulations

      Julie Craig, MD | Meds
    • How this doctor found her passion in ballroom dancing [PODCAST]

      The Podcast by KevinMD | Podcast
    • Surviving and thriving after life’s most difficult moments

      Rebecca Fogg, MBA | Conditions

MedPage Today Professional

An Everyday Health Property Medpage Today iMedicalApps
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

Medical errors? Sorry, not sorry.
1 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...