A Family Liaison Officer (FLO) is the first point of contact for patients and families following an incident that has occurred whilst under the care of our services.
The FLO is here to ensure patients, and their families are listened to and supported sensitively and compassionately. The FLO provides a single point of contact and ensures that any information shared with patients and/or families is done so in an open and transparent way.
The Trust acknowledges when an incident occurs where a patient has potentially come to harm or lost their life that this can be a distressing time for all those involved. The FLO provides sensitive and compassionate support to patients and/or their families, provides a listening ear and can signpost to any resources as needed.
The FLO ensures the patient and their family’s voices are heard throughout the process.
Under the new Patient Safety Incident Response Framework (PSIRF) sets out the NHS’s approach to developing and maintaining effective systems and processes for responding to a patient safety incident for the purpose of learning and improving patient safety.
Where an incident has occurred a review of the care and treatment may be carried out to identify any lessons that can be learnt from an incident, which will improve patient safety in the future.
The PSIRF process recognises that learning and improvement following a patient safety incident can only be achieved if systems and processes that support compassionate engagement and involvement of those affected by the patient safety incident (patients, families and staff) are in place.
The FLO will therefore liaise with patients and/or their families to provide them the opportunity to raise any questions or concerns about the care provided by the Trust and that any questions or concerns are addressed in an appropriate and timely manner.
Work with you to identify any questions that you would like to be answered and agree with you how you would like these to be addressed.
Liaise with the Trusts internal services to ensure any concerns or questions are addressed and shared with the patient and/or family.
Keep the patient and/or family updated regarding when they will receive a response.
Provide information about additional support services available for families and signpost to supporting agencies.
Additional support services for those living in Staffordshire
Additional support services for those in Shropshire, Telford and Wrekin
Additional support services for those in Hampshire or the Isle of White.
Additional support for those in Buckinghamshire.
As a Trust we are continually trying to improve the service we provide. We want to know what we are doing well or welcome your feedback to improve the Family Liaison Service for all. You can provide your feedback by clicking on this link or by scanning the QR code that will take you to the feedback form.
