This report details the findings in published and grey literature, broader organisational performance principles, site visits and consultations with a diverse selection of health services in Australia and internationally and proposes a framework to guide health services towards better, person-centred care across a range of settings, systems and hospital types.

This resource is designed to assist clinicians and healthcare providers apologise or express regret with sincerity and empathy, and without speculating or creating uncertainty.

While this document focuses on apologising or expressing regret, it is important to note that this only forms part of open disclosure. To ensure that open disclosure is effective, apologising or expressing regret should be in the context of other restorative actions.