Duty of Candour Annual Report Template

Every healthcare professional must be open and honest with patients when something that goes wrong with their treatment or care causes, or has the potential to cause, harm or distress. Services must tell the patient, apologise, offer appropriate remedy or support and fully explain the effects to the patient. 

As part of our responsibilities, we must produce an annual report to provide a summary of the number of times we have trigger duty of Candour within our service.

Your Voice Matters

Help Us Shape the Future of Blackford Clinic

Whether you are here for Physiotherapy, Aesthetic treatments, Women’s Health, Joint injection or Medical Assessment, we want to ensure your experience is outstanding.

How Can We Improve?

Your lived experience helps us level up. Please consider:

  • Clinic environment & comfort

  • Booking & accessibility

  • Quality of treatment & care

  • New service ideas

Share Your Suggestions

email claire@blackfordclinic.com

Your Feedback Matters

Our Commitment to Quality Care

We pride ourselves on providing our service users with high-quality care and treatment. However, if there are occasions where your expectations are not met, you have the right to complain and have your concerns investigated. We welcome your feedback as it helps us identify areas where we can improve our services.

How to Make a Complaint

If you are dissatisfied with the service you have received, you can express your concerns in several ways:

  • Verbally: In person at the clinic.

  • Email: Sent directly to the clinic manager. 

  • Writing: Submitted as a formal letter.

Our Procedure & Timelines

We are committed to managing all complaints professionally, fairly, and thoroughly.

Acknowledgment

We will acknowledge your complaint within 3 working days.

Investigation

We will conduct a thorough investigation, which may include reviewing medical records and discussing issues with practitioners.

Resolution

We aim to inform you of the outcome and any actions taken within 20 working days.

Contact Information

The Blackford Clinic

For all initial concerns and formal complaints, please contact:

Healthcare Improvement Scotland (HIS)

If you remain unhappy with the way we have managed your complaint, or at any stage of the process, you may contact Healthcare Improvement Scotland:

Telephone: 0131 623 4300