When an incident of concern occurs, there should be transparency and openness in disclosing this to the person, their family and maybe other stakeholders in the fullest terms possible. This would take the form of what happened; how we handled it; how we protected the person; and prevention measures.

Conflicts can occur with data protections requirements and breach of confidentiality, and it is important to exercise care in disclosing any confidential or sensitive information, particularly medical information.

An apology is not an admission of fault and goes a long way to reducing tensions and promoting trust in the relationship.