When things go wrong
At The Old School Surgery and UWE Health Centre, we endeavour to provide a first-class service at all times. However, we acknowledge that sometimes things may go wrong and our service may fall below our expected levels.
In order to comply with Regulation 20 of the Health and Social Care Act 2008 (Regulations 2014), we pledge to:-
- Have a culture of openness and honesty at all levels
- Inform patients in a timely manner when safety incidents occur which may affect them
- Provide a written and truthful account of the incident, explaining any investigations and enquiries made
- Provide a written apology
- Provide support if you are affected directly by an incident
We aim to achieve this by following the principles:
Openness – Enabling concerns and complaints to be raised freely without fear and questions asked to be answered.
Transparency – Allowing information about the truth, 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 is 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 a question asked about it.
Apology – An ‘apology’ is an expression of sorrow or regret in respect of a notifiable safety incident. It is not an admission of guilt.
Appropriate Written Records – Records are complete, legible, accurate and up to date. Every effort must be made to ensure records are updated without any delays.
Cancelling Treatment – where planned treatment is not carried out as a direct result of the notifiable safety incident.
