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Be open when things go wrong

What the standard says:


  • Openness with service users and carers

    8.1 You must be open and honest when something has gone wrong with the care, treatment or other services that you provide by:

    – informing service users or, where appropriate, their carers, that something has gone wrong;
    – apologising;
    – taking action to put matters right if possible; and
    – making sure that service users or, where appropriate, their carers, receive a full and prompt explanation of what has happened and any likely effects.

    Deal with concerns and complaints

    8.2 You must support service users and carers who want to raise concerns about the care, treatment or other services they have received.

    8.3 You must give a helpful and honest response to anyone who complains about the care, treatment or other services they have received.

Student guidance:

  • You should tell an appropriate member of staff at your education provider or practice placement provider if something has gone wrong in any care, treatment or other services you have carried out involving a service user.
  • You should co-operate with members of staff at your education provider and practice placement provider if something has gone wrong in any care, treatment or other services you have carried out involving a service user. You should learn from this experience.
  • You should tell an appropriate member of staff at your education provider or practice placement provider if a service user or carer wants to raise concerns about any care, treatment or other services they have received.


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Page updated on: 30/09/2020
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