Being open

Being open

We take our responsibility as a registered provider very seriously. The Being Open Framework was launched by the National Patient Safety Agency in 2009 and provided guidance and standards (primarily to NHS Trusts) relating to communication following patient safety incidents. A patient safety incident is any unintended or unexpected incident which could have or did lead to harm for one or more patients receiving NHS care.

HomeCare Bromley recognises that the effects of harming a client can be widespread. Safety incidents can have emotional and physical consequences and can be distressing for both the client, their families and carers and equally for any professionals involved. As a responsible social care provider, we aim to promote and embed a culture of openness and transparency.

Being open requires all our teams to apologise, explain, keep communication open and honest, and to provide information to clients and/or family members as soon as possible following an incident. It also ensures that a thorough investigation is carried out, reassuring clients and their relatives that lessons will be learnt, which will prevent further incidents. It will also reassure clients that they will continue to be treated according to their needs and wishes.

The Francis Report recommended that NHS trusts build a culture of openness, transparency and candour throughout the system about matters of concern. In particular, candour is about ensuring that patients harmed by a healthcare service are informed of the fact and that an appropriate remedy is offered, whether or not a complaint has been made or a question asked about it.

If you are a client or representative of a client* and have concerns that the details of a safety incident affecting you, or the person you are representing, have not been shared with you, please contact us.

*no information can be shared with a client’s representative unless we have the consent of the client to do so, or they are the next of kin of a client who has died.

We commit to work closely with all providers and professionals involved in supporting our clients to ensure people receive a positive experience of care.