Saying sorry and meaning it
Duty of candour, apology and accountability.
- Level
- Bitesize
- Learning time
- 1 hour 15 minutes
- Where
- Complaints, Ombudsmen and Learning from Failure
- Price
- £39
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion
Overview and Outcomes.
Overview
The truth delayed is a second injury. Through the Hillsborough case and the proposed Hillsborough Law, the Public Office (Accountability) Bill, this module explores why candour matters and why it cannot wait for legislation. It compares duties of candour in Wales under the 2020 Act, regulation 20 in England and the professional duty, then treats candour as a leadership practice, contrasting defensive and candid responses. Every case is a mirror. This capstone module applies the programme's lenses to three cases: the Public Services Ombudsman for Wales public interest report on Trivallis, the Parliamentary and Health Service Ombudsman's WASPI findings, and the Post Office mediation scheme. It shows that a finding is not a remedy, that a scheme can look fair on paper and still fail people, and that willingness to hear matters more than machinery.
What you'll develop
In this Bitesize, you will develop the ability to:
- Explain how delayed truth becomes a second injury, using the Hillsborough case and the Bishop James Jones report.
- Compare the Welsh organisational duty of candour, regulation 20 in England, the professional duty and the proposed Hillsborough Law, including what triggers the Welsh duty.
- Apply the practices of candid leadership to respond to a failing early, plainly and first rather than defensively.
- Apply the five lenses to the Trivallis case to identify how repeat reports, records, vulnerability, complaint handling and governance contributed to harm.
- Explain why an accepted ombudsman finding does not by itself deliver a remedy, using the WASPI case and the role of Parliament.
The Modules.
1 hour 15 minutes of learning.
- 08Candour, Apology and AccountabilityThe truth delayed is a second injury. Through the Hillsborough case and the proposed Hillsborough Law, the Public Office (Accountability) Bill, this module explores why candour matters and why it cannot wait for legislation. It compares duties of candour in Wales under the 2020 Act, regulation 20 in England and the professional duty, then treats candour as a leadership practice, contrasting defensive and candid responses.36 min
- 09Applied Case Studies: CapstoneEvery case is a mirror. This capstone module applies the programme's lenses to three cases: the Public Services Ombudsman for Wales public interest report on Trivallis, the Parliamentary and Health Service Ombudsman's WASPI findings, and the Post Office mediation scheme. It shows that a finding is not a remedy, that a scheme can look fair on paper and still fail people, and that willingness to hear matters more than machinery.42 min
Keep going.
Part of the Complaints, Ombudsmen and Learning from Failure topic, also sold whole as When things go wrong.
Go deeper, and pay only the difference
- You are hereBitesize, 1 hour 15 minutes, £39
- Next stepFocus, Learning out loud, 2 hours 30 minutes, £69. Already own the Bitesize? You pay £30.
- The whole topicExplore, When things go wrong, 5 hours 30 minutes, £129. Already own the Bitesize? You pay £90.
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Prices per person. Read the full terms
Also part of: Leading homes and communities, When things go wrong
