SAER information for patients and relatives

This is the phrase NHS Borders use to describe an event that could have caused or did cause, harm to a
patient, staff member or visitor. This could be because of something that has or hasn’t been done during
treatment or care. Or it may be an incident that was unavoidable. This may have involved you or a member of your family.

We realise that when something like this happens, it can be really upsetting for the patient and their family/carers. We will communicate with you respectfully, openly and honestly and try to settle any worries you may have.

This is the process we follow to look into what happened. This helps us to learn from it and, if it was avoidable, to try and prevent it from happening again. We do this so that we can understand why the harmful event happened and how we can improve.

If it was an avoidable event, we want to try to make sure that what happened to you or your relative doesn’t happen again.

Reviews are not about blaming people but provide a way of reviewing and improving the services we offer.

A lead reviewer will be chosen to handle the SAER. This person will be a senior member of staff but not, typically, someone who has had direct contact with the patient or is the manager of the ward, or service delivering the care or treatment.

The lead reviewer acts as chair of any meetings that form part of the review process and is the author of the SAER report. Part of the lead reviewers’ role is to make contact with the patient or family member at the start of the review.

More information about this will be provided in the next few sections.

The lead reviewer will make the decision about how to carry out the review and which methods will be used. They will need to gather information to understand what has happened. They do this in a number of ways:

• contribution from the patient/relatives/carers
• speaking to staff involved in the event
• speaking to the managers of the service
• looking at the healthcare records
• asking experts for information
• looking at relevant guidelines and policies

All of the information that has been gathered will be reviewed and a report will be written. The report will include recommendations for any improvements that could be made to the ward/department or service.

The approximate timescale for the entire SAER process is 18 weeks/4 months.

We want you to be involved in the process as you may have valuable insight into what happened. The lead
reviewer of the SAER will contact you at the start of the review. They will discuss with you the different ways you can be involved in the review if you want to. For example, you can provide information in writing, over the phone or at a meeting.

You will also be asked if you have any key points, concerns or questions you would like to be taken into account during the course of the review. You are welcome to bring another family member or a friend to any meetings. These meetings will not be with any of the staff involved in the harmful event.

We will try to make sure any information you share with us is accurately reflected in the report. We will agree a way of informing you of the outcomes of the review. This will include the offer of sharing the completed report. We prefer to do this face-to-face as it is easier to explain and there may be some technical elements to the report that need an explanation.

We understand this may not be your preference so we would be happy to share a copy of the report and meet at a later date if you wish. We will discuss any concerns you have when you receive the report and we will amend any inaccuracies you pick out.

You may not want to be involved throughout the process but would still like to be informed of its progress and the findings. We will check this with you at the beginning and throughout the review.

To make sure that as many staff as possible learn from your experience, the final SAER report will be shared throughout our organisation. The report will not contain the name of any patient, relative, carer or staff member. There will also be a written improvement plan to make sure that all of the recommendations in the report are acted upon.

Once the review is complete the Patient Safety Team may send patients, relatives or carers a questionnaire to complete. This is optional, but is designed to help us improve the way that we involve people in the SAER process.

The SAER process is organised and supported by either the Patient Safety Team (within the Clinical
Governance & Quality Team) or a member of the Health & Safety Team. You can also seek support from the Spiritual Care Team at the BGH. They offer non-judgemental support for people of all faiths or no faith.

If you have any remaining questions or you would like to offer any feedback about this leaflet or your experience of the SAER process, please use the contact details below. We will always listen to your comments.

Patient Safety Team

Clinical Governance & Quality
Borders General Hospital
Melrose
TD6 9BS
Tel: 01896 826719
Email: patient.safety@borders.scot.nhs.uk