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Our commitment to being open and honest and the Duty of Candour

We are committed to ensuring that you can access information about the quality of care we provide and our aim is to be open, honest and accountable to the public and our patients.

We are proud of the high quality and safe care that we provide but we also acknowledge that sometimes mistakes can happen. In these rare circumstances we will be open and honest and act immediately in order to put things right, giving you and your family a better understanding of the situation.

We always thoroughly investigate and respond to concerns raised or incidents that happen in our services and part of the investigation process is to explain to the person involved; or their family, exactly what went wrong and why. When harm is caused we are committed to apologising, ensuring that lessons are learned and actions put in place to prevent them from happening again.

This commitment is an integral part of our ‘Being open Policy and our obligation to uphold the ‘Duty of Candour’. 

A chance to talk

  • Being open means that we will:
  • Say sorry for what happened
  • Explain exactly what went wrong and, where possible, why things went wrong
  • Ask what you think went wrong and why
  • Tell you what we will do to stop the problem happening again
  •  Answer any questions you may have

A member of our organisation staff will meet with you to talk about what went wrong.  You may also want a friend or relative to attend. 

In some cases it can take a number of weeks to investigate a problem, so it might be that at the first meeting we won't be able to tell you exactly what went wrong. If this information isn't available to you immediately, you will be informed how your case will be investigated and when you can expect more details. You will be given contact details for a relevant member of staff who will be able to answer any queries you may have in the meantime.

Useful links

Compliments, Comments, Concerns and Complaints Leaflet