The project aim, as outlined in the Quality Strategy, is to improve the experience of patients and families who are involved in the serious incident investigation and complaints process.

Following feedback from staff who attended the Making Families Count training that took place in October 2019, we're undertaking a programme of work that aims to improve how we engage with families and carers, particularly following a serious incident or complaint. This project is called Kinnect

On these pages we'll aim to keep you updated on the work that's going on as part of this project.

We want to ensure we're providing families and carers with a consistent and compassionate response which follows best practice and learning from incidents and feedback.

We also want to ensure staff feel fully supported and confident to engage with families and carers in what can be difficult and challenging circumstances. 

During phase one of the project, the programmes of work that we've chosen to focus on to help us achieve this are:

  • Being open and duty of candour
  • Family support


To bring together different expertise and experiences, the project group is made up of professions from across the organisation and a public governor.

We have recently been joined by a family member and have been speaking to other families and carers as we're keen that the programme of work is coproduced, responding to the needs of staff and our families.