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2742 YLH Duty of Candour What you need to know and do

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We are all committed to delivering good care but sometimes things do go wrong. When this happens it's important we fully appreciate the concerns of the people we care for and communicate openly, clearly and effectively. This can be difficult but it is a necessary component of the care that we provide. A Duty of Candour is now also a legal requirement following the Francis Report and the Care Act. What do you need to know and do? Firstly, if something happens to someone in your care that results in severe or moderate harm to them there are steps that must be taken as soon as reasonably practical. Harm may be caused by a medical or care procedure or an accident like a fall. Severe harm would include the unexpected death or permanent damage to the health of a person. Moderate harm wouldn't be permanent but could be significant or require an increase in their treatment or additional care. Our duty is to put the affected person first and ensure they are informed whether or not a complaint has been made or a question asked about it. This means that you or a senior member of your team such as your manager or a consultant must let the patient know what has happened as soon after the incident as possible and always within 10 days of the event and provide reasonable support to them. Support may include involving a family member or friend or offering an independent service, arranging for care by another team or access to out complaints procedure. We must also let them know steps we are taking to put things right, the inquiries we are going to make to find out what has gone wrong and commit to letting them know the outcome if they want to know, this may include sharing the investigation report. And we must apologise, an apology isn't an admission of liability and at this stage we may not have a lot of detail about what went wrong, but we can offer our genuine personal regret at what has happened. We must also offer to follow up our conversation in writing to confirm what has been discussed. We must keep the patient and their families, where appropriate, informed of any developments during any investigation or inquiries we are making. There is also support available to you, from your manager and the people responsible for patient safety, quality or governance. Please ask.

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Duration: 2 minutes and 50 seconds
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Language: English
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Posted by: richardwh on Mar 1, 2016

2742 YLH Duty of Candour What you need to know and do

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