Why have I been offered a Family Liaison Officer?
A dedicated Family Liaison Officer (FLO) will be assigned to support the patient, their family or carer throughout the potentially challenging process of a patient safety investigation or complaint.
We understand that every patient and family is different, and we want to ensure you feel supported every step of the way. The FLO will work closely with you and the investigation team to make sure your voice is heard, and that you are treated with kindness, respect, and kept fully informed throughout the process.
To help keep communication clear and consistent, we may ask you to nominate one person in your family to be the main point of contact with the Trust. This helps us make sure everyone stays up to date and that no important information is missed.
How can they help me?
A Family Liaison Officer can:
- Explain what is happening and keep you updated at agreed intervals
- Involve you in the investigation if you wish, and ensure your questions or concerns are addressed
- Act as a single point of contact and share information between you, the Investigation Lead and the Trust
- Explain anything you don’t understand
- Ensure any equality, diversity or accessibility needs are considered
- Signpost you to additional support services and relevant charities if needed
Family Liaison Officers cannot:
- Provide counselling
- Directly refer you to other clinical health services
- Investigate your case themselves
- Investigate or find out about the care provided by another healthcare provider, such as the patient’s GP or the ambulance service, for example
Do I have to accept a Family Liaison Officer?
No. It is entirely your choice how much or how little contact you’d like. If you decide to not to engage at first, but change your mind later, just let us know, and we’ll make sure a FLO is assigned to you.
Details of the Family Liaison Officers
Names of the Family Liaison Officers:
Lamarra Robson-Knight
Suzanne Beshara
Contact:
01302 642273
dbth.familyliaison@nhs.net
Office hours: Monday to Friday, 8am – 4pm (excluding Bank Holidays)
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