While being open is generally to promote a workplace culture, the same is also needed when a patient, family member or friend raises a concern. All incidents require a full investigation but, when it comes to service users, the term ‘duty of candour’ is used when any concern is raised or found.
Duty of candour is when there is a general duty to be open and transparent with people receiving care from this organisation. Regulation 20 explains that both the statutory duty of candour and the professional duty of candour have similar aims, to make sure that those providing care are open and transparent with the people using their services whether or not something has gone wrong.
The organisation will use the following definitions in relation to the duty of candour:
- 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, patients, the public and regulators
- Candour – any patient harmed by the provision of a healthcare service is informed of the fact and an appropriate remedy offered, regardless of whether a complaint has been made or a question asked about it