My FLO experience

One hand holding another hand in support

It is the role of the FLO to provide this support, create, manage and foster relationships, engender trust; facilitate communication and create links between any other professionals whose input is required and the families concerned facilitate communication and create links between any other professionals whose input is required and the families concerned.

Complaints are Gold

hand reaching for a light bulb as a metaphor for reaching for inspiration

Many families report that they are afraid to raise concerns and complaints. They worry that doing so will have a negative impact on the support that their loved one receives, or that they will be further alienated from being involved in their loved ones lives. This has to change!

Staff inspired to ‘make families count’ after training to improve practice and engagement

On 13 May 2019 the first of two ‘Making Families Count’ training event was held by Norfolk and Suffolk NHS Foundation Trust (NSFT) to help staff work more compassionately and effectively with families whose loved ones have died or been seriously hurt while under the Trust’’s care. Getting family engagement right, from the beginning, is key to ensuring NHS organisations learn from their mistakes, making sure they are never repeated, and save grieving families and staff from going through the ordeal of court action. The day also included lively group discussions, and tips and suggestions on what to do and …

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