We are always striving to provide the highest standards of quality and safety and we believe we do this almost all of the time, but we do understand that sometimes things will go wrong. Where something does we have systems that allow our staff, and our clients, to report this. We then investigate all incidents and see how we can improve things to reduce the risk of them going wrong again in the future.
We will always tell the person when we think something has gone wrong and keep them informed of what we are doing about it.
We have a duty, in law, to be open and honest with our clients when things have gone wrong. This law is known as the “Duty of Candour”. We do not simply see the Duty of Candour as a law we have to comply with, but as a principle that is about being fair and honest with our clients. However, difficult these things can be, we believe that being honest and open is just the right thing to do.