Being open with our patients

Our commitment to you

On behalf of Cambridge University Hospitals, incorporating Addenbrooke’s and the Rosie Hospitals, we are publishing this statement to underline our commitment to do our best to ensure our patients receive the best possible health care in a safe and clean environment.

We recognise that sometimes, sadly and despite our best efforts, things can go wrong. In these circumstances, and in line with the Being Open policy, we promise to:

acknowledge that something has gone wrong
make sure that patients, their relatives and carers are made aware at the earliest opportunity
recognise any distress the incident may have caused and offer a sincere and compassionate apology
explain that we will investigate fully and keep you informed at every stage
provide a full and comprehensive explanation of what went wrong and why
explain what will be done to prevent it happening again
offer support and counselling services as needed
respect your confidentiality
ensure the continuity of your care

Please help us to make our hospital as safe as it can be – if you are anxious or have concerns about your care and treatment, please do raise them with the healthcare professionals looking after you. We assure you this will not compromise your future care and you will be treated with respect.

We also expect and encourage all our staff to raise any concerns they have to help us do our best for patients and keep them safe.

If you feel uncomfortable discussing your concern with the staff providing your care, please contact Patient Advice and Liaison Services (PALS) based near the main entrance of the hospital.

Tel: 01223 216 756

pals@addenbrookes.nhs.uk

Dr Gareth J Goodier Dr Mary Archer
Chief Executive Chairman

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