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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Duty of Candour Policy

1. Purpose

The purpose of this policy is to ensure that {{org_field_name}} fosters a culture of honesty, transparency, and accountability in all aspects of care. The Duty of Candour is a legal and ethical obligation requiring care providers to be open and honest when things go wrong. This policy outlines how we meet this duty and ensures that service users, their families, and regulatory bodies are informed of incidents affecting care and well-being.

This policy aligns with:

• The Regulation and Inspection of Social Care (Wales) Act 2016, which mandates openness and accountability in regulated care services.
• The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017, which require care providers to report, investigate, and take corrective actions for care-related incidents.
• Care Inspectorate Wales (CIW) guidance, which emphasises service improvement, transparency, and safeguarding.
• The Social Services and Well-being (Wales) Act 2014, which places individuals’ rights and dignity at the centre of care delivery.

2. Scope

This policy applies to:

• All staff members, including employees, agency workers, and volunteers at {{org_field_name}}.
• Service users and their families, ensuring they receive clear and honest communication about care.
• Regulatory bodies, including CIW, which must be informed of certain incidents in line with legal reporting requirements.

The Duty of Candour applies to:

• Care-related incidents where service users experience harm or risk of harm.
• Medication errors that result in or could have resulted in harm.
• Neglect or omissions in care, including missed visits or failure to provide essential support.
• Safeguarding concerns, including allegations of abuse or improper treatment.
• Breaches of health and safety regulations, affecting the well-being of service users or staff.

3. Principles of the Duty of Candour

3.1. Commitment to Openness and Honesty

At {{org_field_name}}, we are committed to a culture of transparency, where staff feel safe and supported in reporting incidents. This means:

• Encouraging staff to report mistakes without fear of blame or punishment.
• Ensuring that service users and families receive prompt, honest, and accurate explanations when things go wrong.
• Promoting a learning culture, where mistakes lead to service improvements rather than concealment.

3.2. Immediate Reporting of Incidents

All staff are required to report incidents as soon as they become aware of them. This includes:

• Notifying a senior member of staff or the Registered Manager immediately.
• Recording the incident in the appropriate documentation system, providing detailed, factual information.
• Informing CIW if the incident meets the threshold for regulatory notification, as outlined in The Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017.

3.3. Informing Service Users and Families

When an incident occurs that affects a service user’s well-being, we will:

• Provide a full and truthful account as soon as possible.
• Explain what happened, why it happened, and what actions are being taken to prevent recurrence.
• Offer an apology, in line with professional and ethical standards.
• Provide support, including emotional support, medical assistance, or additional services if needed.

3.4. Investigating Incidents and Taking Corrective Action

Every reported incident will be:

• Formally investigated to determine causes and contributing factors.
• Documented thoroughly, ensuring that a factual record is maintained.
• Reviewed by management, who will decide on corrective actions, such as additional training, changes in procedures, or disciplinary measures if necessary.

If a serious incident occurs, we will also:

• Conduct a Root Cause Analysis (RCA) to understand systemic failures.
• Review risk management protocols to prevent future occurrences.
• Report findings to CIW and other regulatory bodies, where required.

3.5. Protecting and Supporting Whistleblowers

Staff who raise concerns about unsafe practices, errors, or unethical conduct will be:

• Fully protected under our Whistleblowing (Speaking Up) Policy.
• Encouraged to report concerns without fear of retaliation.
• Provided with additional support, including access to external whistleblowing agencies if necessary.

4. Managing the Duty of Candour Efficiently

4.1. Training and Awareness

• All staff receive training on the Duty of Candour during induction.
• Annual refresher courses reinforce the importance of honesty, reporting procedures, and best practices.
• Role-specific training ensures that managers and senior staff are equipped to handle disclosures professionally.

4.2. Leadership and Accountability

• The Registered Manager is responsible for ensuring that all Duty of Candour requirements are met.
• The Senior Management Team conducts regular reviews of incident reports to identify trends and areas for improvement.
• Staff supervision and appraisals include discussions on ethical responsibilities and transparency.

4.3. Monitoring and Continuous Improvement

• Incident reports are analysed to identify recurring risks or gaps in service delivery.
• Regular audits ensure compliance with CIW regulations and legal requirements.
• Lessons learned from incidents are shared with staff to drive improvement and prevent recurrence.

5. Supporting Service Users and Families

When an incident affects a service user, we will:

• Hold a meeting with the individual and/or their family, ensuring that they fully understand what occurred.
• Offer reassurance, explaining what measures are in place to prevent future incidents.
• Provide written summaries, if required, to document our response and corrective actions.
• Encourage service user feedback, ensuring their voices are heard and respected.

If a service user or family member is dissatisfied with our response, they have the right to escalate their concerns through:

• Our Complaints Policy.
• External regulatory bodies, such as CIW or the Public Services Ombudsman for Wales.

6. Related Policies

This policy works alongside:

• CHW11 – Safe Care and Treatment Policy
• CHW14 – Receiving and Acting on Complaints Policy
• CHW16 – Health and Safety at Work Policy
• CHW24 – Management of Accidents, Incidents, and Near Misses Policy
• CHW29 – Whistleblowing (Speaking Up) Policy
• CHW36 – Safeguarding Adults from Abuse and Improper Treatment Policy

7. Policy Review

This policy is reviewed annually or sooner if there are changes in legislation, CIW guidance, or internal risk assessments. Staff will be notified of any updates, and additional training will be provided if necessary.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.