Our Commitment
We will be open and honest with you, apologise, explain what happened, and learn from it. This applies whether you are in assessment, titration, or ongoing prescribing and monitoring.
If We Identify an Incident
If we identify an incident that has caused harm, or where we believe there may be a risk of harm or distress, we will:
- Contact you as soon as reasonably practicable to explain what we know so far.
- Offer a sincere apology and give you the chance to ask questions.
- Explain what we will do to put things right, where possible, and what happens next - for example, a review or investigation.
- Follow up in writing, usually by secure email or letter, summarising what we discussed and any next steps.
- Offer support and reasonable adjustments - for example, extra time, written summaries, or involving an advocate.
How This Works in a Remote Service
We may speak with you by phone or video. We will take steps to confirm your identity before discussing sensitive details.
If you prefer written communication, or need accessibility support, tell us and we will accommodate this where possible.
With your consent, we can also share relevant information with your GP or another clinician involved in your care.
If Another Organisation is Involved
Sometimes your care involves partners - for example, a dispensing pharmacy, ECG provider or clinical technology partner. If an incident involves more than one organisation, we will coordinate with them so you are not asked to chase information. You remain our patient and we remain accountable for our part.
Your Options and Support
- You can ask for a follow-up call to discuss the incident again once more information is available.
- You can request that a family member, carer or advocate is present, with your consent.
- You can make a complaint at any time via feedback@lighthousepathways.co.uk. We will explain how to do this and respond in line with our complaints process.
If you are in immediate danger or need urgent help, call 999 or go to A&E. For urgent advice in England, call NHS 111. If you need someone to talk to, Samaritans are available 24/7 on 116 123.
A Note About Apologies
We will apologise when things go wrong. An apology is the right thing to do and is part of being open and honest. Saying sorry is not an admission of liability - it is part of being open, honest and accountable.
How to Contact Us About Safety Concerns
Use the contact details provided in your appointment emails or contact our team directly:
- Email: feedback@lighthousepathways.co.uk
- Phone: 0207 101 5930
