Be candid when things have gone wrong

• Be open and honest with your patients when you have identified that things have gone wrong with their treatment or cre which has resulted in them suffering harm or distress or where there may be implications for future patient care. You must:

• Tell the patient or, where appropriate, the patient’s advocate, carer or family that something has gone wrong.

• Offer an apology.

• Offer appropriate remedy or support to put matters right (if possible)

• Explain fully and promptly what has happened and the likely short-term and long-term effects.

• Outline what you will do, where possible to prevent reoccurrence and improve future patient care.

• Be open and honest with your colleagues, employers, and relevant organisations, and take part in reviews and investigations when requested, and with the General Optical Council, raising concerns where appropriate. Support and encourage your colleagues to be open and honest, and not stop someone from raising concerns.

• Ensure that when things go wrong, you take account of your obligations to reflect and improve your practice as outlined in standard 5.

Being candid should not be misunderstood as admitting liability or wrong doing. An apology or other step taken in accordance with this guidance does not itself amount to an admission of negligence or a breach of statutory duty. The action taken, whether on behalf of yourself, your employer or another health care colleague is the right thing to do for the patient.

Being candid should not be confused with handling complaints. This guidance on candour applies whether or not a complaint has been made or a concern raised.