Duty of Candour
When things go wrong!
At Old Mill and Millgates Medical Practice we endeavour to provide a first class service at all times . However we accept that sometimes things go wrong and the service we provide falls short of our standards and your expectations.
We would like to assure you that we promote a culture that is open and honest, a policy that applies to all our team irrespective of what role you undertake.
We would like to make a promise to you that if we make a mistake we will:
- Inform patients in a timely manner when safety incidents occur that will affect them.
- We will provide a written and truthful account of any incident, giving details of any investigations and enquiries we might have made.
- We will provide a written apology.
- We will provide support if you are affected directly by an incident.
We will be governed by the following principles:
Openness: Enabling concerns and complaints to be raised freely without fear and questions asked to be answered.
Transparency: Allowing information about the truth, about performance and outcomes to be shared with staff, people who use the service, the public and regulators.
Candour: Any person who uses the service and harmed by the provision of a service provider is informed of the fact and an appropriate remedy offered, regardless of whether a complaint has been made, or questions asked about it.