Wherever possible, the response to a complaint should try to return the complainant to the position they would have been in if the events concerned had not happened. These are important steps in rebuilding trust between the patient and the NHS.
For an apology to be complete, it must be accompanied by an explanation of what went wrong and how that happened. The explanation must also address the outcomes sought by the patient, including service improvements or compensation. Where the patient has requested financial redress, decisions not to pay compensation should be well-reasoned and explained.
Such a remedy is not always appropriate. However, it should be carefully considered where the patient has suffered actual financial loss. It can also be a powerful indication that the complaint has been taken seriously and the distress or inconvenience has been recognised.