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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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’

8. 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.