Duty of Candour Report — 2025
Our ongoing commitment to transparency, open communication, and patient safety.
Introduction
MedAssistant is committed to upholding the principles of duty of candour in all aspects of care and treatment provided to our patients. This report outlines our adherence to duty of candour principles throughout the year 2025, despite no incidents occurring that required disclosure under this policy.
Purpose: This policy outlines MedAssistant’s commitment to being open, transparent, and honest with patients when things go wrong with their care and treatment. This policy ensures compliance with the legal obligations set out in the Duty of Candour regulations, and aims to foster a culture of openness, learning, and accountability.
This policy is in line with the guidance from Healthcare Improvement Scotland and the Scottish Public Services Ombudsman (SPSO), particularly in how to make a good apology when something goes wrong.
Policy Statement & Aims
MedAssistant is committed to being candid with patients when things go wrong. We aim to:
- Ensure that the Duty of Candour is fully understood and followed by all staff members
- Be open, honest, and transparent in communicating with patients when incidents occur
- Provide support to staff to ensure they understand their responsibilities under the Duty of Candour
- Ensure that patients are informed about any incidents that have affected their care and are given a proper apology, in accordance with SPSO guidance
Scope & Definitions
Scope
This policy applies to all staff at MedAssistant who provide care or services to our patients. It covers all incidents where the care or treatment provided has resulted in harm to the patient or where something goes wrong with their care or treatment.
Definitions
Duty of Candour
A legal obligation for healthcare providers to be open and honest with patients when things go wrong with their care, treatment, or services.
Incident
An event or series of events that negatively affects the safety or well-being of a patient. This could include errors, omissions, or unforeseen complications in care or treatment.
Apology
An expression of regret and remorse for the distress caused by the incident, which is delivered with sincerity and is in line with the guidelines set out by the SPSO.
Practice Procedure
MedAssistant’s approach to duty of candour is rooted in our commitment to providing high‑quality care for our patients. We believe in full transparency and open communication with our patients, particularly in situations where issues or concerns arise in their care or treatment. Our duty of candour policy, as outlined in Robert Francis’ Mid Staffs report, guides our actions in volunteering all relevant information to persons who may have been harmed by the provision of our services.
Identifying a Duty of Candour Incident
Incident Reporting: Staff must report any incidents where something has gone wrong with a patient’s care or treatment. This includes any error, omission, or complication that has resulted in harm, injury, or distress to the patient.
Duty of Candour Triggers: If an incident results in one or more of the following, it will trigger the Duty of Candour process:
- The death of a patient
- A patient has suffered permanent harm as a result of care
- A patient has suffered prolonged physical or psychological harm
- A patient has required additional treatment or intervention to prevent further harm
Informing the Patient
Openness and Transparency: Once an incident is identified, MedAssistant will inform the patient or their family members, where appropriate, in a clear, honest, and empathetic manner. The patient will be provided with a full explanation of what happened, why it happened, and the steps being taken to prevent it from happening again.
Apology: MedAssistant will issue a sincere apology to the patient. The apology will be made in accordance with the guidance provided by the SPSO, ensuring that it is genuine, remorseful, and not defensive.
Follow-up Communication: Patients will be kept informed of any investigations or actions being taken as a result of the incident, and any additional support or assistance that may be required will be offered.
Investigation and Learning
Root Cause Analysis: MedAssistant will conduct a thorough investigation to understand the root causes of any incidents. This process will help identify what went wrong and what steps need to be taken to prevent similar incidents in the future.
Learning from Incidents: MedAssistant is committed to learning from incidents. Staff will be trained in best practices for handling incidents, and systems will be put in place to ensure continuous improvement.
Regular Reviews: The findings from investigations and the effectiveness of any corrective actions taken will be reviewed regularly by management to ensure that the Duty of Candour obligations are consistently met.
Support for Staff
Training and Awareness: All staff will receive training on the Duty of Candour, including how to identify incidents that require reporting and how to communicate openly and effectively with patients.
Support for Staff Involved in Incidents: Staff involved in incidents that trigger the Duty of Candour will be provided with appropriate support, including access to counselling or peer support if needed. Staff will be encouraged to speak openly about their experiences and to learn from the incident to improve future practices.
Key Elements of Practice
1) Patient Involvement
We ensure that our patients are fully involved in their care and treatment decisions. This includes providing them with relevant information about their care plan, potential risks, and any incidents that may occur.
2) Communication
In the event of an incident or issue, we prioritise timely and transparent communication with affected patients. We believe in open dialogue and providing patients with clear and honest explanations.
3) Investigation
Any problems or incidents that occur are fully investigated to understand the root causes and contributing factors. This allows us to identify areas for improvement and implement corrective actions.
4) Learning Organisation
MedAssistant views incidents as learning opportunities. We share lessons learned from incidents internally to prevent similar occurrences in the future. This fosters a culture of continuous improvement and enhances patient safety.
5) Policy Review
Our duty of candour policy is reviewed annually within the organisation to ensure alignment with best practices and regulatory requirements. We remain committed to upholding the highest standards of transparency and accountability.
Responsibilities
Managers and Supervisors
Responsible for ensuring that staff understand the Duty of Candour policy, and for overseeing the investigation and resolution of incidents.
All Staff Members
All staff are responsible for reporting incidents, participating in investigations, and ensuring that patients are informed and supported when something goes wrong.
Designated Duty of Candour Lead
The Duty of Candour Lead will oversee the implementation of this policy, ensuring that all incidents are reported and handled in accordance with the legal and regulatory requirements. The Duty of Candour Lead will also ensure that an apology is issued where appropriate and that patients are kept informed throughout the process.
Reporting Procedure
The reporting of any incidents that may compromise patient safety is encouraged among all staff members at MedAssistant. An intranet form is available for reporting incidents, accessible to all employees via the company intranet portal. This streamlined reporting process ensures that any concerns or issues are promptly addressed and investigated in accordance with our duty of candour policy.
Enforcement & Compliance
Monitoring Compliance
Compliance with the Duty of Candour will be regularly monitored through internal audits, incident reviews, and feedback from patients.
Non-compliance
Failure to comply with the Duty of Candour may result in disciplinary action, including retraining or corrective actions, to ensure adherence to legal obligations.
Review and Improvement
This policy will be reviewed regularly, and any changes in legislation or guidance will be incorporated to ensure that the Duty of Candour is always upheld.
Related Information:
- Duty of Candour Legislation: MedAssistant complies with the Duty of Candour (Scotland) regulations, which set out the legal obligations for transparency and openness in healthcare
- Healthcare Improvement Scotland: Duty of Candour Guidance provides further clarity on the obligations of healthcare providers
- SPSO Guidance on Apologies: Guidance on how to make a good and meaningful apology following an incident, ensuring it is sincere, empathetic, and focused on learning and improvement
Conclusion
In conclusion, despite no incidents requiring disclosure under the duty of candour policy in the year 2025, MedAssistant remains steadfast in our commitment to transparency, open communication, and accountability in all aspects of care and treatment. Our dedication to the principles of duty of candour ensures that we uphold the highest standards of patient safety and quality care delivery. We will continue to strive for excellence and actively promote a culture of candour within our organisation.