This leaflet is for patients who may have been involved in a safety incident that has caused them harm.

We are sorry that you may have been involved in an incident that caused you harm while in our care. North Cumbria integrated Care NHS Foundation Trust (NCIC) promotes a culture of openness and honesty. We are committed to investigating and learning from any incident that has affected one of our patients.

What is a patient safety incident?

A patient safety incident is when an unintended or unexpected event happens during your treatment or care that may have resulted in some harm to you.

A brief description of what you have been told

In order to be honest and open about the care you receive, we will discuss this incident with you (and any relatives or carers) with your consent and explain what we are going to do about it. This incident has been reported to senior medical and nursing staff.

Our immediate priority is to ensure you receive any urgent care you need following the incident and that you are safe. Once we are assured that your treatment or care is underway we will carry out an investigation. This will involve:

  • Asking you how much you, family, carers wish to be involved in the investigation.
  • Reviewing your medical and nursing notes.
  • Talking to staff who have been involved in your care.
  • Identifying any cause of your incident.
  • Sharing our findings with you.
  • Sharing learning and improvements throughout all of the Trust.

The level of investigation undertaken will depend on the seriousness of the incident and may take up to 60 working days (12 weeks). The investigating officer will keep you informed about the progress of their investigation. When the investigation is complete we will contact you as agreed and arrange to share the outcomes of the investigation including what learning and improvements have been identified. If you do not wish us to contact you, or you would like us to contact a family member or carer on your behalf, please let us know.

During the investigation

If you have any concerns in relation to the process please do not hesitate to contact the person as detailed on your letter.

Confidentiality

‘The Trust’s vision is to keep your information safe in our hands.’ We promise to use your information fairly and legally, and in-line with local and national policies. You have a right to understand how your information is used and you can request a copy of the information we hold about you at any time.

For further information on confidentiality contact the Information Governance Team:

Information.Governance@ncic.nhs.uk | 01228 603961

Feedback

We appreciate and encourage feedback, which helps us to improve our services. If you have any comments, compliments or concerns to make about your care, please contact the Patient, Advice & Liaison Service:

pals@ncic.nhs.uk | 01228 814008 or 01946 523818

If you would like to raise a complaint regarding your care, please contact the Complaints Department:

complaints@ncic.nhs.uk | 01228 936302