Building Trust Involving Patients and Families Lucy Watson, Chair 6 February 2019

Who we are and what we do   One of the oldest and most distinctive health charities Cover all issues that affect patients not condition or organ-specific We work with patients directly: they are our members and supporters, and benefit from our helpline and advice services Speak to government, the NHS and others about patients' priorities and concerns, to ensure the patient voice is heard and acted upon Quality improvement projects with NHS providers, commissioners and regulators on issues arising from patient experience

Building trust Creating an open and just culture Patients and families can raise concerns and be heard Staff can speak up about mistakes and be supported Building trust When things do go wrong there is a thorough impartial investigation Leadership and accountability for change

Failings in care and trust Francis Inquiry into Mid Staffordshire 2013 Kirkup Review - Morecambe Bay 2015 Southern Health NHS Trust Dec 2015 Independent review of Liverpool Community Health NHS Trust - February 2018 Gosport Inquiry June 2018

Loss of trust and confidence Failure to hear the voice of patients from ward to board Failure to listen to the concerns of staff whistleblowers Failure to thoroughly investigate complaints and patient safety incidents Lack of accountability at board Level

What do families want from Investigations and Complaints? To be truly listened to Treated with genuine care Good and clear communication An open and fair approach To know the NHS will learn how to avoid the same thing happening again Share any learning throughout the organisation Know that staff hear what is being said and act to improve the service and safety

Leadership and Accountability Patients and families are looking for answers to what has gone wrong and what is going to change Patients and families want to know who is accountable for providing these answers and making the changes ‘All I want is the truth – the worst has already happened’

The Patients Association Our vision Our vision is that health and social care will be delivered in a way that meet every person’s health and care needs. Our mission Our mission is to give effect to the patient voice, to improve patient experience and support people to engage fully in their own care.