A pt complained about a nurse not helping enough. It was a very vague complaint amid a whole string of complaints. Food, the room too cold, too long to wait...
In the interest of patient satisfaction the nurse was "encouraged" to approach the patient AND family, and apologize for their unhelpful behavior. ( I can't be more specific about the complaint)
There were no threats of being fired, but management was not going to be happy if the nurse refused. I've offered a fair amount of apologies over the years, but not because someone told me to.
Would you apologize?