Towards Safer Radiotherapy

7.3.2 Advice and support should be offered to the patient. This should include:
• Written information
• The opportunity to discuss the issues in a supportive environment with partner or other
family members present
• Referral to support groups if required
• Referral to independent expert advice if requested
• Referral for external professional counselling if required
• Information about who to contact to raise further concerns should the patient wish to
escalate the process.
7.3.3 When a major error occurs and reaches the public domain, other patients receiving radiotherapy
understandably become anxious about their own treatment. It is important that staff:
• Support and reassure patients whose treatment is unaffected
• Avoid speculation and discuss only known facts.
7.3.4 In circumstances where an error has been detected that affects a number of patients, many
of whom have completed treatment, the potentially affected individuals should be contacted
and asked to attend for an appointment to discuss the implications. In such circumstances it
is recommended that:
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• A telephone helpline be set up to advise other patients who have previously been
treated in the department and who may be worried
• Staff dealing with telephone calls should be trained and work to a script
• Staff should know how to refer on complex queries
• All calls should be logged and the advice given and subsequent action recorded and
followed up.
Recommendation
When a clinically significant radiation incident (level 1 or 2) occurs, the patient should be informed
that it has occurred and be supported in the management of any potential consequences.
7.4 Reporting of incidents or concerns by patients
Patients and their carers should be given information on how they should raise any concerns they
might have or report any incidents which might occur. This information should be given as part of
the information, or information pack, provided to patients and their carers at an early stage of their
pathway.
• Internally: This should normally be done by the patient initially contacting his or her named
nurse/therapeutic radiographer/oncologist. Patients should also be advised of the procedure
within the healthcare organisation to escalate the issue beyond this level should they wish to
do so. Additional information on this can be found at: www.healthcarecommission.org.uk/
aboutus/complaints/complaintsaboutthenhs.cfm
Towards Safer Radiotherapy