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Duty of Candour Report Jan 2023 – Dec 2023

Duty of Candour Report Jan 2023 – Dec 2023

Duncan and Todd Group

In 2014, the General Optical Council (GOC) signed up to a joint statement with other healthcare regulators which outlined the expectations of professional duty of candour from registered Optometrists and Dispensing Opticians.

Duty of Candour Annual Reporting

To fulfil our duty of candour responsibilities, this report describes the unintended or unexpected incidents that occurred within optometry practice during the last year.

Duty of Candour responsibilities and process.

The Duncan and Todd Group’s policy is that we are open, honest, and transparent about all aspects of patient care. We aim to provide high-quality, patient-centred eye care.

If we become aware of a situation in which an unintended or unexpected incident occurred in the provision of a patient’s eyecare or things went wrong with a patient’s eyecare, we may have a duty to inform the patient and apologise, regardless of whether a complaint or feedback has been received. This does not necessarily mean that we admit wrongdoing.

Any such incidents of this nature should be first discussed with the clinician responsible at the time. After this, Professional Services should be consulted before contact with the patient. Wherever there are learnings to be had from a situation, this should be communicated across the group. The Duncan and Todd Group policy is to constantly strive to improve our patient experience via openness and honesty.

The Duncan and Todd Group policy is in line with the statutory Organisational Duty of Candour in the Health (Tobacco, Nicotine etc. and Care) (Scotland) Act 2016 (the “statutory duty of candour”) and the General Optical Council’s Professional Duty of Candour in Article 2.1.2 of the Standards for Optical Businesses (the “professional duty of candour”).

Unexpected or Unintended Incidents Jan 2023 – Dec 2023

Between 1st of January 2023 and 31st of December 2023, there were 2 incidents across the group in which the duty of candour applied. These were unintended and unexpected incidents that resulted in harm as defined in the Act.

Duncan and Todd identified these incidents and carried out formal investigations. These investigations have allowed us to identify improvements which have been implemented across the company.

Type of unexpected or unintended incident

Number of times this happened

Someone has died


Someone has permanently less bodily, sensory, motor, physiologic or intellectual functions


Someone’s treatment has increased because of harm


The structure of someone’s body changes because of harm


Someone’s life expectancy becomes shorter because of harm


Someone’s sensory, motor or intellectual functions is impaired for >28 days


Someone experience pain or psychological harm for >28 days


A person needed health treatment in order to prevent them dying


A person needing health treatment in order to prevent other injuries



During this incident the correct procedure was followed:

  • We informed the person affected, apologised to them, and arranged meetings with them.
  • Internal senior management reflected on the events, conducted a full investigation and identified where we could improve policy.
  • These findings allowed us to tighten the policy and update staff training which was implemented across the group.


  • Review of referral procedures, including guidance on trigger points to refer to chronic conditions.
  • Establish protocols to flag recurrent problems that do not appear to respond to management.
  • Introduce additional communication with patients regarding clinical management plans.
  • Provide additional training around less common anterior eye conditions.
  • Ensure patients are involved with decision-making regarding referral pathways and explanations around particular pathways taken.