Making Families Count Training

Making Families Count run powerful and hard-hitting and inspirational training for health and care providers, the voluntary sector and public organisations in the UK.

Frank Mullane presentation

Our training is designed to:

  • enable you and your team to respond effectively and compassionately to patients and families when things go wrong.
  • ensure that effective learning takes place from serious incidents to make services safer and prevent others from suffering harm or losing loved ones.
Samantha Allen, Chief Executive, Sussex Partnership NHS Foundation Trust

Making Families Count training is the most powerful training session I have attended. It has left a lasting impact on me and made me think differently about working with families.

Samantha Allen, Chief Executive, Sussex Partnership NHS Foundation Trust

Types of Training

Our members have a breadth and depth of lived experience of serious harm or the deaths of people with learning disabilities in acute services and social care, mental health homicides, suicides, and fatal domestic abuse. We offer:

  • Training Webinars on key issues such as Duty of Candour or Positive Family Engagement
  • Bespoke Training for your organisation (either online or face-to-face)
  • Consultancy for your organisation (either online or face-to-face)
In the room workshops

Bespoke Training

We have worked with over 40 NHS Trusts to provide face-to-face training workshops, co-produced with each Trust to ensure that they meet individual organisational needs. Our bespoke training can be run as either online training in the form of a bespoke webinar or as face-to-face training days.

Our bespoke training packages include our own powerful training films and presentations by MFC team members including the lived experience of families and NHS professionals, practical examples, and tools for you to use after the training and models of good practice to implement locally.

Bespoke In-House Training Days

Bespoke in-house training days will provide your team or whole organisation with tailored training sessions designed to meet your specific requirements. The training can take place at either your centre of work, your hospital, or a venue you book.

We can accommodate up to 150 participants for this type of training, which includes presentations, films, interactive workshops and a Q&A session.

Watching a presentation

Bespoke Webinars

Bespoke webinars are for up to 50 participants at a time, so you can either cascade the learning through your organisation using a smaller number of participants or we can run several webinars to reach a greater number of your staff.

Our bespoke webinars run for between 1.5 and 2.5 hours (depending on what you want) and can either cover a variety of subjects or focus on one particular topic. They can include our training films, presentations by MFC members, workshops in breakout rooms and a Q&A session.


Our bespoke training can cover a wide variety of subjects, including:

  • Duty of Candour – from a family perspective, the implications for policy and practice
  • Suicide prevention and working with families and staff bereaved by suicide
  • Delivering bad news well to families and having difficult conversations
  • Positive engagement with families – top tips for working with traumatically bereaved families
  • Working well with angry and distressed families
  • Supporting a blame-free learning culture for staff
  • Improving family involvement in serious incident investigations and report writing
  • Experience of the Family Liaison Role and its importance to families.


We have a team of experienced NHS health professionals and experts by experience who can work with you to review and develop your organisational policies and procedures to ensure that they have family engagement at their heart. Contact us on [email protected] or call 01295 722121 to discuss your requirements.

Lucien Champion Presentation

Looking at all your faces when you are re-counting your stories – the disbelief at what had happened, how harrowing it was – we needed to hear that… You don’t want someone to have to fight to get the answers. You don’t want to be that nurse that they remember because you didn’t care. (comment from a serious incident investigator who attended our training)

Learning Outcomes of Our Training

  • Reflects the conclusions in the CQC (2016) report “Learning, Candour and Accountability”
  • Reinforces the guidelines of NHS “Learning from Deaths” guidance 2018
  • Assists with improving the delivery of the Duty of Candour
  • Promotes a deeper understanding of confidentiality and legal frameworks in your organisation
  • Encourages improved learning and identification of issues in incident management
  • Promotes a collaborative incident investigation process that is thoughtful, compassionate and supportive to families and staff
  • Supports staff in having difficult conversations with families
  • Enables organisations to have a more efficient and cost-effective investigation process

Photos © Norfolk and Suffolk NHS Foundation Trust.