Learning with compassion: insights from supporting families following a patient safety event

Learning with compassion: insights from supporting families following a patient safety event

Through our investigations, we hear directly from families and staff who have been involved in a patient safety event. While every family’s experience is unique, consistent messages emerge – families want to feel listened to, respected and involved throughout the investigation process.

The Maternity and Newborn Safety Investigations (MNSI) programme carries out independent investigations and, where relevant, makes safety recommendations to improve services at local level and across the whole maternity and newborn healthcare system in England. We can only help improve those services if we truly understand and learn from the experience of families. Our work begins with listening.

Taking time to listen

Families may not remember every detail of an investigation, but they often remember the people who took the time to listen. Listening is not only compassionate – it also provides valuable insights that can improve understanding and learning.

Involving families as partners

Families consistently tell us that being involved matters. They want opportunities to share their experiences, raise questions and contribute to understanding what happened. When families feel involved rather than informed from a distance, trust is strengthened and learning is enriched.

Providing a consistent point of contact

Following a patient safety event, families can feel overwhelmed by multiple conversations and requests for information. A consistent point of contact can provide reassurance and continuity throughout the investigation process. Families value knowing who to contact, what to expect next and where they can access support when needed.

Taking account of the effects of trauma in our approach

It is important that services adapt their approach to meet families’ emotional and psychological needs. Families may process information differently, require additional support or need greater flexibility in how they engage following the patient safety event. By recognising the impact of trauma and responding to individual needs, we can help families feel supported, respected and able to engage in a way that feels safe and manageable.

Learning lessons

Families often tell us they want to know that lessons have been learned. Providing feedback helps families understand the impact of their involvement and can help reassure them that their involvement has contributed to safer care.

What families remember most

When families reflect on their experiences, they rarely speak first about processes or policies. Instead, they remember acts of kindness – the professional who listened, the person who remembered their baby’s name or the team who made them feel included and supported.

Through our investigations and engagement with families across England, MNSI seeks to embed and promote the principles that families tell us matter most: compassion, partnership, clear communication, inclusivity and a commitment to learning and improvement.

Our commitment

These principles align closely with national guidance and demonstrate how compassionate engagement can support families while enabling meaningful learning and improvement. These principles remind us that every interaction matters. We are committed to listening, learning and continuously improving our approach to ensure families feel heard, respected and supported throughout their involvement with us. By placing families at the centre of investigations, we support families to be heard and contribute to safer care for future parents and babies.