For a lot of organisations care (C.A.R.E.) means: Cover Arse, Retain Employment. I have been schooled in the other form of care: Compassion Actually Requires Effort.
In acute pain management, your sort of empathy has been shown to effectively reduce the pain that is experienced. The reason is that the patient sees that there someone is taking their issue seriously and that something will be done about it. This slows down the production of prostaglandins that get the body ready for injury and makes pain experiences worse. It also helps to stimulate the production of endorphins - the bodies own morphine like chemicals.
So, DJ, it sounds like you are right on the money in your approach. Well done.
As far as hearing it from those that "owe" us the apology. . . I would rather them work that out for themselves and own their responsibility for some of the pain that has been caused to me. I do not want to cheapen that apology by having them told that that is what they should be doing.
These are my thoughts.
I endured all my yesterdays. I prevail in all of my todays. I exercise my right to be able to enjoy my tomorrows. I choose not to do it alone.