Getting the tone right in our letters to our patients or their relatives is very important part of our Duty of Candour when we are investigating a complaint. 

As part of this, all letters should be checked in the division to ensure an appropriate professional tone is met and an apology included when its needed. A Quality Checklist is available on Datix under DoC Quality Letter Checklist.

The quality team check letters on request, or if they are doing a review for any reason, eg. Complaint, concern, or further info request. 

As healthcare professionals we must be open and honest with patients when something goes wrong with their treatment or care causes, or has the potential to cause, harm or distress. 

In brief the Duty of Candour process means healthcare professionals must:

• tell the patient (or, where appropriate, the patient’s advocate, carer or family) when something has gone wrong
• apologise to the patient (or, where appropriate, the patient’s advocate, carer or family)
• offer an appropriate remedy or support to put matters right (if possible)
• explain fully to the patient (or, where appropriate, the patient’s advocate, carer or family) the short and long term effects of what has happened.