What We Do

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

Due to COVID-19, we are currently offering Webinars and Virtual Training Packages via Microsoft Teams. The latter can be tailored to your organisation’s specific requirements and include cascade materials to share throughout your organisation. 

Frank Mullane presentation

Making Families Count Training

The Making Families Count team members bring a breadth and depth of lived experience. We have 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, as well as having vital professional perspectives on key issues, such as Duty of Candour and investigative processes provided by the NHS professionals in our team.

Our Training Objectives

  • To enable health and social care to respond effectively and compassionately to families when things go wrong.
  • To ensure that that learning takes place from these serious incidents to make services safer and to prevent other families from suffering harm or losing loved ones. 
In the room workshops

Our Training Offer

We have worked with 35 NHS Trusts to provide face-to-face training workshops, co-produced with each Trust to ensure that they meet individual organisational needs.

We can offer:

  • In-house training days, at your hospital or centre of work, providing your team or whole organisation with tailored training sessions designed to meet your specific requirements
  • Bespoke training packages that include powerful films of the lived experience of families, practical examples and tools for positive family engagement, and models of good practice to implement locally.
Watching a presentation


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] to discuss your requirements.

Lucien Champion Presentation

Virtual Online Training

We offer online live interactive training via webinars. 

We also offer bitesize online sessions on specific topics such as:

  • Breaking difficult news to families 
  • Duty of Candour – from a family perspective, the implications for policy and practice 
  • Positive engagement with families – top tips in working with traumatically bereaved families
  • Supporting a blame free culture
  • Family liaison-experience of the Family Liaison Role and the importance to families

Contact us on [email protected] or via our contact page or call 01295 722121 and our administrator will put you in touch with one of our team.

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.