Duty of Candour

The NHS provides safe and effective care to thousands of patients every year but, despite our best efforts, sometimes things do go wrong. An example of this would be if a patient was given the wrong type of medication, which results in harm to that patient.

The Duty of Candour places an obligation (legal requirement) on the Trust to be open, honest and apologise when a patient has suffered significant harm as a result of a safety event.

The Trust should also provide you with appropriate support and keep you updated as to what enquiries and actions are being taken as a result of the event.

What will happen if something goes wrong during my treatment or care?

If significant harm occurs as a result of an error (mistake), steps will be taken immediately to reverse or reduce any harm. Staff will be open with you and your relatives (with your consent).

Where significant harm has occurred, you will:

• Be notified of the incident in person as soon as possible and informed of the facts known at that time.
• Receive an apology for the harm caused.
• Be provided with reasonable support.
• Be told what further enquiries will be undertaken as a result of the event.
• Be provided with the name of a person for you to contact, who can discuss the even with you and be your ongoing contact.
• Receive written notification of the event which will set out; the known facts; the further enquiries to be undertaken or the outcome of enquiries already undertaken; and an apology.
• Be given the opportunity to receive updates on the outcome of any review if you wish.
• Be given the opportunity to meet with the Trust staff to discuss the event and the learning identified.
• Receive an open and honest explanation of what has gone wrong, including what is being done to prevent the same thing happening again.
• Have any of your or your carer’s questions or concerns answered in relation to the incident.

Further information is available from:

Patient Experience Team

North Tees and Hartlepool NHS Foundation Trust

Hardwick Road

Stockton-on-Tees

TS19 8PE

Telephone: 01642 642 719

Monday to Friday, 9:30am to 4:00pm

Email: [email protected]

Care Quality Commission

http://www.cqc.org.uk

NHS Resolution Saying Sorry leaflet:

https://resolution.nhs.uk/wp-content/uploads/2018/09/NHS-Resolution-Saying-Sorry.pdf

Comments, concerns, compliments or complaints

Patient Experience Team (PET)

We are continually trying to improve the services we provide. We want to know what we’re doing well or if there’s anything which we can improve, that’s why the Patient Experience Team (PET) is here to help. Our Patient Experience Team is here to try to resolve your concerns as quickly as possible. The office is based on the ground floor at the University Hospital of North Tees if you wish to discuss concerns in person. If you would like to contact or request a copy of our PET leaflet, please contact:

Telephone: 01642 624719

Freephone: 0800 092 0084

Opening hours: Monday to Friday, 9:30am to 4:00pm

Email: [email protected]

Out of hours

Out of hours if you wish to speak to a senior member of Trust staff, please contact the hospital switchboard who will bleep the appropriate person.

Telephone: 01642 617617

Data protection and use of patient information

The Trust has developed Data Protection policies in accordance with Data Protection Legislation (UK General Data Protection Regulations and Data Protection Act 2018) and the Freedom of Information Act 2000. All of our staff respect these policies and confidentiality is adhered to at all times. If you require further information on how we process your information please see our Privacy Notices.

Telephone: 01642 383551

Email: [email protected]

Leaflet feedback

This leaflet has been produced in partnership with patients and carers. All patient leaflets are regularly reviewed, and any suggestions you have as to how it may be improved are extremely valuable. Please write to the Clinical Governance team, North Tees and Hartlepool NHS Foundation Trust, University Hospital of North Tees, TS19 8PE or:

Email: [email protected]