2013 Volume 16 Issue 1 Pages 65-79
This study examines patients' and physicians' perceptions of apologies in contrasting situations with regard to the seriousness of an event: breaking bad news (cancer) and keeping patients waiting. A questionnaire survey consisting of 15 items using the SD method and free format comments on experiences in situations involving apologies was conducted. A statistical analysis of the results revealed that: (1) both patients and physicians negatively evaluate apologies in more serious situations while they evaluate positively in less serious situations, (2) physicians assess both situations more sensitively than patients, and (3) patients in their 20s more negatively evaluate more serious situations than patients in their 30s or above. Analysis of the comments showed that, concerning the positive effect of physicians' apologies, both patients and physicians most frequently mentioned patient's waiting time. Regarding the negative effect of physicians' apologies, patients related cases in which apologies caused them to feel uneasiness or distrust, while physicians most often described cases involving patients' misunderstanding. This analysis suggests that apologies in less serious situations are beneficial in fostering relationships between patients and physicians, while apologies given in more serious situations sometimes produce unintended consequences that can be detrimental to relationships.
