Being open - saying sorry when things go wrong
The NHS Constitution says:
“The NHS also commits when
mistakes happen to acknowledge
them, apologise, explain what went
wrong and put things right quickly and
effectively.”
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Being open - saying sorry when things go wrong
Each day more than a million people are treated safely in the NHS. However, occasionally,
something goes wrong and a patient is harmed. For example a patient may be prescribed or
receive the wrong type of medication or the wrong dose. At Gateshead NHS Foundation
Trust we do as much as possible to keep you safe while you are in our care. The staff work
hard to deliver the highest standards of healthcare to all patients and we aim to minimise the
occurrence of adverse outcomes.
Patients and their families cope much better in dealing with things that go wrong in their
treatment and care when the healthcare staff are open and honest about the circumstances
surrounding these mistakes. Healthcare staff are often cautious about apologising for things
that go wrong as they worry that they might say the wrong things, make the situation worse
and may be automatically blamed for the mistake. However in Gateshead we feel it is vital for
patients, relatives and their carers to receive a full explanation if these circumstances do
occur and we refer to this as „Being open’.
By Being open we make a commitment to our patients to:
o
o
o
o
o
o
Explain exactly what went wrong and, where possible, why things went wrong;
Offer an apology for what has happened;
Ask what you think went wrong and why;
Tell you what we will be implementing to prevent it from happening again;
Let you ask questions; and
Offer support and counselling services that may be able to help.
What to expect
In Gateshead if you have been involved in an incident which resulted in harm you can expect
the following to happen:
o You will be given a Being open link person.
o You will be invited to a meeting to discuss what happened. Prior to this meeting you
will be formally advised, in writing, of the identities and roles of all people attending the
Being open discussion. If you have any objection to the staff attending the meeting
this should be raised with your Being open link person.
o If you have any specific requirements in relation written or verbal communication, for
example you require an interpreter or Braille; you should inform your link person so
that this can be arranged.
o You will be invited to consider who you would prefer to be present from within your
circle of carers/friends/family in advance of the meeting
o You will receive an apology for what has happened.
o An investigation will be carried out to identify the facts. Although an investigation
would be initiated as soon as possible it can sometimes take weeks or months to
complete. This may mean that at the first meeting no one can tell you exactly what
went wrong. There will, however, be opportunities for future meetings and your link
person will keep you updated with how the investigation is going and any new facts
that may emerge.
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o You will be given the opportunity to explain your understanding of what happened.
o The information you are given will be explained clearly and any questions you have
will be answered.
o There will be notes taken of the meetings so that we can be sure that we understand
the issues and to make sure that we can follow up the meeting and any questions in
writing.
o An explanation of what happens next in terms of the long-term treatment plan and the
investigation findings. You will be given the opportunity to be involved in this process.
o You will be offered practical and emotional support.
o You are entitled to continue to receive all usual treatment and continue to be treated
with respect and compassion. If you wish for your healthcare needs to be transferred
to another team you should let your link person know.
o If you would like to make a formal complaint the information you will need will be
provided.
The NHS can learn from people who have been harmed whilst in their care. Sharing what
happened when things go wrong can help others prevent the same mistakes happening to
someone else. You may feel anxious about talking through your experience with the people
who have been treating you, especially if you need further treatment. We assure you that
this will not have a negative impact on your future care. Talking through the issues may help
you cope better in dealing with what has gone wrong if you understand why it went wrong in
the first place.
Further support
The website www.patient.co.uk provides information on a range of support groups which
could give you further information, help or advice.
If you are not able to access the internet, your Being open link person can provide you with
a list of support groups.
The following support groups may be of particular relevance to you:
(to be completed by link person)
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Your Being open link person is:
Name:
Title:
Telephone:
Email:
For further information on Being open go to www.nrls.npsa.nhs.uk
Data Protection
Any personal information is kept confidential. There may be occasions where your
information needs to be shared with other care professionals to ensure you receive the best
care possible.
In order to assist us improve the services available your information may be used for clinical
audit, research, teaching and anonymised for National NHS Reviews. Further information is
available in the leaflet Disclosure of Confidential Information IL137, via Gateshead Health
NHS Foundation Trust website or the PALS Service.
Information Leaflet:
Version:
Title:
First Published:
Last Review:
Review Date:
Author:
NoIL297
2
Being Open
July 2010
July 2012
July 2014
Stephanie Gair, Risk Management Facilitator
This leaflet can be made available in other languages and
formats upon request
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