Further Sources of Support:
Guy’s and St Thomas’ Spiritual Care
Offers religious, spiritual and cultural support to
members of any faith or of no particular religious
belief. Sacred spaces are also available at both
of the main hospital sites.
Telephone: 020 7188 1187
Email: [email protected]
Counsellor Services
The Evelina counsellor service provides a
confidential service for parents and carers of
children being treated at the Evelina London.
Telephone: 020 7188 4538
Email:
[email protected]
Further information
Language support services – If you need an
interpreter or information about your care in a
different language or format, please get in touch
using the following contact details.
Telephone: 020 7188 8815 Fax: 020 7188 5953
NHS Choices – Provides online information and
guidance on all aspects of health and healthcare,
to help you make choices about your health.
Website: www.nhs.uk
The duty of candour
Communicating when
things go wrong
The Evelina Mediation Service
Is a voluntary, confidential service supporting
families, patients and healthcare professionals
involved in a disagreement to talk things through
supported by a trained mediator.
Telephone: 07543 244043
Email: [email protected]
It’s Good to Talk
Information on counselling and psychotherapy,
including a directory of registered services.
Website: www.itsgoodtotalk.org.uk/therapists
Carers UK
Provides free expert advice, information and
support on issues including financial and
practical matters related to caring.
Website: www.carersuk.org
Telephone: 08088087777
Cruse Bereavement Care
Provides support to those having experienced
the death of a close friend or relative.
Website: www.cruse.org.uk
Telephone: 08444779400
Email: [email protected]
A guide for you and your
family
The full guideline on duty of candour is available from
the CQC website: www.cqc.org.uk
This leaflet has been adapted from: Health Service
Executive (Ireland), 2013: Open Disclosure
Leaflet number: 4125/VER1
Date published: July/2015
Review date: July/2018
© 2015 Guy’s and St Thomas’ NHS Foundation Trust
This leaflet provides information on the duty of
candour process and what to expect.
What does the duty of candour mean?
Staff should talk openly with you and your
family during your care. The duty of candour
is a formal requirement to be open and
honest with a patient if they have suffered
harm. This means that if you suffer any
unexpected harm during your care we will:
•
•
•
•
tell you about it
apologise
investigate
explain what happened.
Why do things go wrong?
Healthcare can be complicated and
sometimes things change unexpectedly. We
try our best to look after our patients but
sometimes things do not go to plan and a
patient can be harmed.
We regret and feel very sorry when a patient
is harmed but we also hope to learn from it
and stop similar things happening again.
•
•
•
•
•
You will be treated with dignity and
respect and you will receive an apology.
You and your family will be asked about
decisions on your care.
We will investigate what happened and
give you the findings.
You will normally be given a named
person to speak to about what happened.
Your information will be kept confidential.
How should I prepare for a duty of
candour conversation?
Before the conversation:
• Think about what questions and
fears/concerns you have about what
has happened, your health and any
further care you may need.
• Write down any questions you have.
• Think about who you would like to
have with you at the meeting as a
support person.
• Think about anything that might help
you and you want to talk about.
• Think about which staff you would like
to have at the meeting.
Should I have someone with me when
staff talk about what happened?
Yes, you should have a family member or
carer with you when we talk about what
happened. Choose somebody you are
comfortable with, can talk to easily and
somebody who you do not mind hearing your
personal information.
Please let us know who you would like to be
with you for these discussions.
What happens next?
•
•
Who will speak to me?
What can I expect?
•
•
A member of staff will speak to you and
your family honestly and openly as soon
as possible about what happened, your
health and any further care you may
need.
Staff may not be able to answer all of
your questions at this stage. It may take
some more time to look into what
happened in detail.
•
•
There may be one or more staff
depending on what happened.
Usually the person who knows the most
about what happened will be there to
answer any questions you may have.
•
There may be further meetings when we
find out more information.
If there is an investigation report we will
tell you what we found and offer you or
your family a copy.
If you are unhappy with your care you
have the right to make a complaint. For
information please contact the Patient
Advice and Liaison Service (PALS):
Telephone: 02071888801
Email: [email protected]
Further information on the duty of candour is
available from staff in your service or from
PALS.
What does the duty of candour mean?
Staff should talk openly with you and your
family during your care. The duty of candour
is a formal requirement to be open and
honest with a patient if they have suffered
harm. This means that if you suffer any
unexpected harm during your care we will:
•
•
•
•
tell you about it
apologise
investigate
explain what happened.
Why do things go wrong?
Healthcare can be complicated and
sometimes things change unexpectedly. We
try our best to look after our patients but
sometimes things do not go to plan and a
patient can be harmed.
We regret and feel very sorry when a patient
is harmed but we also hope to learn from it
and stop similar things happening again.
•
•
•
•
•
You will be treated with dignity and
respect and you will receive an apology.
You and your family will be asked about
decisions on your care.
We will investigate what happened and
give you the findings.
You will normally be given a named
person to speak to about what happened.
Your information will be kept confidential.
How should I prepare for a duty of
candour conversation?
Before the conversation:
• Think about what questions and
fears/concerns you have about what
has happened, your health and any
further care you may need.
• Write down any questions you have.
• Think about who you would like to
have with you at the meeting as a
support person.
• Think about anything that might help
you and you want to talk about.
• Think about which staff you would like
to have at the meeting.
Should I have someone with me when
staff talk about what happened?
Yes, you should have a family member or
carer with you when we talk about what
happened. Choose somebody you are
comfortable with, can talk to easily and
somebody who you do not mind hearing your
personal information.
Please let us know who you would like to be
with you for these discussions.
What happens next?
•
•
Who will speak to me?
What can I expect?
•
•
A member of staff will speak to you and
your family honestly and openly as soon
as possible about what happened, your
health and any further care you may
need.
Staff may not be able to answer all of
your questions at this stage. It may take
some more time to look into what
happened in detail.
•
•
There may be one or more staff
depending on what happened.
Usually the person who knows the most
about what happened will be there to
answer any questions you may have.
•
There may be further meetings when we
find out more information.
If there is an investigation report we will
tell you what we found and offer you or
your family a copy.
If you are unhappy with your care you
have the right to make a complaint. For
information please contact the Patient
Advice and Liaison Service (PALS):
Telephone: 02071888801
Email: [email protected]
Further information on the duty of candour is
available from staff in your service or from
PALS.
What does the duty of candour mean?
Staff should talk openly with you and your
family during your care. The duty of candour
is a formal requirement to be open and
honest with a patient if they have suffered
harm. This means that if you suffer any
unexpected harm during your care we will:
•
•
•
•
tell you about it
apologise
investigate
explain what happened.
Why do things go wrong?
Healthcare can be complicated and
sometimes things change unexpectedly. We
try our best to look after our patients but
sometimes things do not go to plan and a
patient can be harmed.
We regret and feel very sorry when a patient
is harmed but we also hope to learn from it
and stop similar things happening again.
•
•
•
•
•
You will be treated with dignity and
respect and you will receive an apology.
You and your family will be asked about
decisions on your care.
We will investigate what happened and
give you the findings.
You will normally be given a named
person to speak to about what happened.
Your information will be kept confidential.
How should I prepare for a duty of
candour conversation?
Before the conversation:
• Think about what questions and
fears/concerns you have about what
has happened, your health and any
further care you may need.
• Write down any questions you have.
• Think about who you would like to
have with you at the meeting as a
support person.
• Think about anything that might help
you and you want to talk about.
• Think about which staff you would like
to have at the meeting.
Should I have someone with me when
staff talk about what happened?
Yes, you should have a family member or
carer with you when we talk about what
happened. Choose somebody you are
comfortable with, can talk to easily and
somebody who you do not mind hearing your
personal information.
Please let us know who you would like to be
with you for these discussions.
What happens next?
•
•
Who will speak to me?
What can I expect?
•
•
A member of staff will speak to you and
your family honestly and openly as soon
as possible about what happened, your
health and any further care you may
need.
Staff may not be able to answer all of
your questions at this stage. It may take
some more time to look into what
happened in detail.
•
•
There may be one or more staff
depending on what happened.
Usually the person who knows the most
about what happened will be there to
answer any questions you may have.
•
There may be further meetings when we
find out more information.
If there is an investigation report we will
tell you what we found and offer you or
your family a copy.
If you are unhappy with your care you
have the right to make a complaint. For
information please contact the Patient
Advice and Liaison Service (PALS):
Telephone: 02071888801
Email: [email protected]
Further information on the duty of candour is
available from staff in your service or from
PALS.
Further Sources of Support:
Guy’s and St Thomas’ Spiritual Care
Offers religious, spiritual and cultural support to
members of any faith or of no particular religious
belief. Sacred spaces are also available at both
of the main hospital sites.
Telephone: 020 7188 1187
Email: [email protected]
Counsellor Services
The Evelina counsellor service provides a
confidential service for parents and carers of
children being treated at the Evelina London.
Telephone: 020 7188 4538
Email:
[email protected]
Further information
Language support services – If you need an
interpreter or information about your care in a
different language or format, please get in touch
using the following contact details.
Telephone: 020 7188 8815 Fax: 020 7188 5953
NHS Choices – Provides online information and
guidance on all aspects of health and healthcare,
to help you make choices about your health.
Website: www.nhs.uk
The duty of candour
Communicating when
things go wrong
The Evelina Mediation Service
Is a voluntary, confidential service supporting
families, patients and healthcare professionals
involved in a disagreement to talk things through
supported by a trained mediator.
Telephone: 07543 244043
Email: [email protected]
It’s Good to Talk
Information on counselling and psychotherapy,
including a directory of registered services.
Website: www.itsgoodtotalk.org.uk/therapists
Carers UK
Provides free expert advice, information and
support on issues including financial and
practical matters related to caring.
Website: www.carersuk.org
Telephone: 08088087777
Cruse Bereavement Care
Provides support to those having experienced
the death of a close friend or relative.
Website: www.cruse.org.uk
Telephone: 08444779400
Email: [email protected]
A guide for you and your
family
The full guideline on duty of candour is available from
the CQC website: www.cqc.org.uk
This leaflet has been adapted from: Health Service
Executive (Ireland), 2013: Open Disclosure
Leaflet number: 4125/VER1
Date published: July/2015
Review date: July/2018
© 2015 Guy’s and St Thomas’ NHS Foundation Trust
This leaflet provides information on the duty of
candour process and what to expect.
Further Sources of Support:
Guy’s and St Thomas’ Spiritual Care
Offers religious, spiritual and cultural support to
members of any faith or of no particular religious
belief. Sacred spaces are also available at both
of the main hospital sites.
Telephone: 020 7188 1187
Email: [email protected]
Counsellor Services
The Evelina counsellor service provides a
confidential service for parents and carers of
children being treated at the Evelina London.
Telephone: 020 7188 4538
Email:
[email protected]
Further information
Language support services – If you need an
interpreter or information about your care in a
different language or format, please get in touch
using the following contact details.
Telephone: 020 7188 8815 Fax: 020 7188 5953
NHS Choices – Provides online information and
guidance on all aspects of health and healthcare,
to help you make choices about your health.
Website: www.nhs.uk
The duty of candour
Communicating when
things go wrong
The Evelina Mediation Service
Is a voluntary, confidential service supporting
families, patients and healthcare professionals
involved in a disagreement to talk things through
supported by a trained mediator.
Telephone: 07543 244043
Email: [email protected]
It’s Good to Talk
Information on counselling and psychotherapy,
including a directory of registered services.
Website: www.itsgoodtotalk.org.uk/therapists
Carers UK
Provides free expert advice, information and
support on issues including financial and
practical matters related to caring.
Website: www.carersuk.org
Telephone: 08088087777
Cruse Bereavement Care
Provides support to those having experienced
the death of a close friend or relative.
Website: www.cruse.org.uk
Telephone: 08444779400
Email: [email protected]
A guide for you and your
family
The full guideline on duty of candour is available from
the CQC website: www.cqc.org.uk
This leaflet has been adapted from: Health Service
Executive (Ireland), 2013: Open Disclosure
Leaflet number: 4125/VER1
Date published: July/2015
Review date: July/2018
© 2015 Guy’s and St Thomas’ NHS Foundation Trust
This leaflet provides information on the duty of
candour process and what to expect.