Our commitment to you when something may have gone wrong

We have a legal duty to be open and honest with patients, their families or carers when something may have gone wrong. This is called the Duty of Candour.

This information explains what you can expect from the process and we hope it will help you to better understand what will happen, what it means and your role in the review of the care and treatment that was provided.

What to expect

We appreciate this may be a difficult time for you, and that there’s never a good time to have the initial conversation about the incident. This is what you can expect from the Duty of Candour process:

• A member of staff will discuss the situation with you honestly and openly as soon as possible.
• We value your contribution to the review and you can contact us at any time throughout the process.
• We will try and anser any questions you may have. However, some of your questions may not be able to be answered until the review of care is complete.
• We will share the findings of the review of care with you when it is complete.

What does this mean for you?

To complete a thorough review, a lot of information has to be gathered and analysed. We will let you know the review timeframe and when we expect to be able to share the learning and outcomes via a written report or follow-up letter.

Sometimes an investigation may take longer, for example, if we need to seek external expert opinion, or if it is very complex. We will advise you of delays as they arise.

Although the final report following the review of care is used mainly by us to aid learning and help prevent reoccurrence, the report may also be made available to our commissioners, His Majesty’s Coroner and other agencies if appropriate. For this reason, the report will not include your name or details. This is to protect your privacy. Additionally, completed report are not kept in your medical records.

It will not affect your ongoing care

Although you may feel anxious about discussing your experience with the people who have been treating you, especially if you need further treatment, we would like to assure you that any future care you receive will be delivered with respect, compassion and dignity. However, we recognise that you may wish to receive treatment from another team or provider and will make arrangements for this as required.

Other support

Details of other support can be found below. In addition, the person leading the investigation will help to identify specific support relevant to your needs.

Healthwatch Kent
Phone: 0808 801 0102
Email: info@healthwatchkent.co.uk
www.healthwatchkent.co.uk

Support, Empower, Advocate, Promote (seAp)
Independent advocacy services to help resolve issues or concerns you hve about your health or healthcare services.
Phone 0330 440 9000

Cruse Bereavement Care
Provides information and support to anyone affected by a death.
Phone: 0808 808 1677
Email: info@cruse.org.uk
www.cruse.org.uk

Action against Medical Accidents
An independent charity which can provide free and confidential support through its helpline or put you in touch with one of its accredited solicitors specialising in medical negligence.
Phone: 0845 123 2352
Monday to Friday, 10am to 3.30pm
www.avma.org.uk

Contact us

Patient Safety Team
Phone: 0300 013 2027