Your Family Liaison Officer (FLO)

The Family Liaison Officer (FLO) role

This leaflet aims to provide information regarding the role of the Family Liaison Officer (FLO).

The Trust is committed to learning from unexpected or unintended events which may result from the care that we provide. During this process we aim to provide guidance and advice to patients and their family/carer through the support of a Family Liaison Officer.

Family Liaison Officers will be allocated to the patient/family/carer and will provide a direct point of contact with the Trust. They will be a guide through the investigation process and update the patient/family/carer throughout the process. The FLO will obtain answers to any questions that you might have regarding the process.

What is a Family Liaison Officer (FLO)?

A FLO is a member of the Trust’s staff who has undertaken specialist training to work with individuals or their family/carer to provide support during the investigation of an unintended event. There will always be 2 FLOs allocated to each family. This is to promote availability of the FLO when the patient/family requires support.

The role of the Family Liaison Officer is to:

• Provide support and guidance throughout the investigation which meets the patient/family/carer needs and circumstances.
• Establish and maintain a relationship with the patient/family/carer.
• Provide a direct and accessible link to the Trust.
• Allow the patient/family/carer to ask questions and have these answered during the process.
• Provide updates and share information throughout the investigation.
• Be able to signpost patient/family/carer to other support services that may be required.

Do I have to accept a Family Liaison Officer?

No. It is a choice to be made by the patient or family involved in an event. If you change your mind during the process and would like a Family Liaison Officer please contact the Investigation team and a FLO will be allocated.

Details of your Family Liaison Officer

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]