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What can I expect?

Here is a summary of the Duty of Candour Procedure that the NHS will follow:

  • On first becoming aware that the duty of candour applies, the NHS must notify the service user or a person acting on their behalf. This contact should be ‘in person’, which means by telephone, video call or face to face.
  • The purpose of the ‘in person’ notification is to offer an apology, provide an explanation of what is known at that time, offer support, explain the next steps and provide point of contact details.
  • The service user or person acting on their behalf will be sent a letter within five working days, confirming what was said in the ‘in person’ notification.
  • The NHS will undertake a review to find out what happened and why, and how we can prevent it from happening again.
  • This will take place according to the NHS Wales ‘Putting Things Right’ Procedure.
  • The named point of contact provided as part of the Duty of Candour procedure will give you more information about this process and what happens next.
  • If you do not want us to contact you, or if you would prefer someone to act on your behalf, please let us know and we will make the necessary arrangements.
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