At EPIC Solutions we recognise that despite the best intentions of the Directors and all who work in association with EPIC Solutions sometimes things can go wrong and/or mistakes are made.
At EPIC Solutions we promote a culture that encourages candour, openness and honesty at all levels. We have policies and procedures in place to support this and we ensure that all who work in association with EPIC Solutions are aware of these, have read them and are required to follow them.
EPIC Solutions will ensure that all who work in association with them are supported to be open and honest with you and apologise if things go wrong.
We will use the EPIC Solutions significant/critical event reporting process in all situations so that there are clear records and there is the opportunity to reflect and learn across EPIC Solutions to avoid a mistake from happening again (see the Significant, critical event policy)
We will always notify you of any mistake made that could, either now or in the future, result in severe harm, moderate harm, or prolonged psychological harm. We will do this as soon as is reasonably practicable after the event has been identified. This will always be within 10 days.
If you are under 16 years your parents/carers will be notified but we will always involve you where possible.
If you are aged 16 years and over but lack the mental capacity to make a decision about your care or treatment, we will ensure that a person acting lawfully on your behalf is notified of any event.
In all situations we will also refer to our consent and confidentiality policies.
You will be offered an appointment with one of our Directors and they will do the following:
• Give you a step-by-step account of all relevant facts known about the incident
• Include as much or as little information as you want to hear
• Ensure information is ‘jargon free’ and explain any complicated terms
• Adhere to our accessibility policy whilst being conscious of any potential breaches of confidentiality in doing so
• Explain to you what further enquires will be made.
• Ensure that you receive a meaningful apology.
• Give you all reasonable support to help overcome any physical, psychological or emotional impact of the event.
• Provide a formal written account following the in person meeting. The outcomes or results of any further enquiries and investigations will also be provided in writing if you wish to receive them.
• Make every reasonable attempt to contact you through all available means of communication.
• If you do not want to communicate with us we will respect your wishes
• Respond in an appropriate manner to any correspondence from you relating to the event
• Ensure that you are aware of our complaints policy
|Author||Publication date||Review date|
|Karen Street||October 2020||October 2023|