Key messages – When things go wrong in eye care

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Be honest with patients

Explain the risks and possible visual outcomes of the procedure. Obtain written consent from the patient. Keep accurate records of all the care given to a patient. If something goes wrong, tell the patient as soon as possible.

Say that you are sorry

Saying that you are sorry makes a big difference to the patient. It does not mean that you are at fault, or that you accept legal liability. A sincere apology may reduce the risk of legal action. When you apologise, explain what went wrong, how you will minimise or rectify the damage caused and how you plan to ensure no-one else will be harmed

Support others and keep on learning

Create a working environment where it is safe to admit mistakes. Support health workers who have been involved in a medical error. Record and investigate errors so you and your team can learn from them and prevent future errors. Invite an external review if you need more input. Keep up to date with your professional and legal responsibilities.