Compassionate engagement in Patient Safety Incidents

Health Innovation North East and North Cumbria’s Patient Safety Collaborative (PSC), in partnership with Transparent Training Consultancy, delivered the ‘Go with the FLO’ learning event for Family Liaison Officers (FLO) and Family Engagement Leads.

The Family Liaison Officer (FLO) roles originated in the police force but there are now a number of FLO roles across North East and North Cumbria in NHS provider organisations.

FLOs are specially trained and support families and loved ones through the process of an investigation following a patient safety incident.

The Go with the FLO event was the first opportunity for those in FLO and Engagement Lead roles to come together across the North East and North Cumbria.

There were powerful patient stories and crucial learning shared. Delegates found the day emotional and rewarding with 74% reporting they would make changes to their practice, educate others or implement new ways of working.

Watch our Go with the Flo video:

“The difference this role can make for patients and families, who are harmed after a Patient Safety Incident is immeasurable and valuing the training of staff performing the role should not be underestimated; it allows us to provide the best service and support to those affected.”

Pauline Packham, Lead Consultant at Transparent Training Consultancy, hosted the event and has extensive experience in the FLO role from both policing and healthcare, and delivers FLO training across the region.

Pauline said: “Thank you for the support of Health Innovation North East and North Cumbria in developing and delivering this CPD event for Engagement Leads and trained Family Liaison Officers.

“The difference this role can make for patients and families, who are harmed after a Patient Safety Incident is immeasurable and valuing the training of staff performing the role should not be underestimated; it allows us to provide the best service and support to those affected.

“Thank you to the speakers for their generosity in sharing their lived experiences, so that we can learn and strive for change, develop our skills and look to the future where we are working restoratively with harmed patients and their families.”

Clare Morrison, Family Liaison Officer with South Tees Hospitals NHS Foundation Trust was one of the key speakers at the event, and shared her personal experience that has since led her to work as a Family Liaison Officer.

Watch Clare Morrison’s story:

The Patient Safety Incident Response Framework (PSIRF) sets out the NHS’s approach to developing and maintaining effective systems and processes for responding to patient safety incidents.

The purpose of the framework is to support learning and improvement in patient safety.

A key element of PSIRF is that there will be greater engagement with those affected by an incident, including patients, families and staff, ensuring they are treated with compassion and able to be part of any investigation.

We know that this leads to better outcomes in learning from patient safety incidents and making improvements.  

Patient Safety – Go with the FLO Event Poster

The Health Innovation North East and North Cumbria Patient Safety Collaborative hosts a community of practice for those in FLO roles, which meets every five weeks. If you would like to be involved, please contact Maxine Farrell: [email protected]