To be the main point of contact for patients, families, carers, and advocates of those involved in a significant patient safety incident. To guide and support patients / families through the investigation process to the conclusion as required, to meet the needs of each individual as far as reasonably possible. To work closely with clinical / operational and investigation teams in the provision of advice and support to deliver DHU Duty of Candour. Confirm those incidents where legal Duty of Candour applies and liaise with colleagues to ensure the family receives a letter of apology about the incident. To agree a clear communication plan with patients / families reflecting the level of support they require and details of their preferences. To liaise closely with Patient Safety Incident Investigators regarding the progress of investigations to ensure current, relevant, information is conveyed to the family in accordance with their communication plan. To listen and manage queries in a proactive manner, signposting individuals to other services when necessary, including bereavement services, counselling, GP, Coroners Office or legal advice. To accurately record all communication and plans with families within the relevant systems. Where appropriate, clinical records should also be updated. To support each family with the receipt and interpretation of the final investigation report, working jointly with the Patient Safety Incident Investigator or clinical staff from the area where the incident occurred where appropriate. Contribute to formal clinical governance and quality reports, to internal and external meetings including Clinical Quality & Patient Safety Committee (CQPS), DHU 111 / Urgent & Emergency Care (UEC) Clinical Governance and Risk Committees, Clinical Governance Oversight Committee (CGOC) and Commissioner Clinical Quality Review Groups (CQRG), as appropriate. Reports may include case studies / patient stories.