Saying sorry, being open, and supporting people after harm

A candour response is more than reporting an incident. It is the way the conversation is handled: honest, compassionate, and practical. CQC guidance makes clear that apologising does not amount to admitting liability. Delay, evasive language, or a cold factual reply can increase distress.

What a good candour conversation includes

• A prompt apology: brief, sincere, and free of jargon.
• A true account of what is known: set out the facts clearly for that stage of the review.
• Honesty about uncertainty: if enquiries are ongoing, say so plainly.
• Support for the resident and relevant person: use accessible language and allow time for questions.
• Clear next steps: say who will follow up and what investigation or review will take place.

The relevant person may be the resident or someone acting lawfully on their behalf, for example if the resident has died or lacks mental capacity. Staff should involve the resident wherever possible and communicate in a way they can understand.

For managers and senior staff

Saying sorry matters. Candour should feel honest, respectful, and supportive, not scripted, defensive, or delayed.