You said. We listened. We acted.

Communications, letters and messages from us felt cold and impersonal.

Patients and families wanted communication that was compassionate, more personal, understanding and honest.

We have started offering wellbeing check-in calls for all patients and families who have had Duty of Candour meetings, if families would like them.

Please contact us if you would like this and have not been contacted to date.

We changed our Duty of Candour letters, so they are more personal and reflect each

person’s/family’s experience.

We changed our quarterly letters to make the language clearer and easier to understand.

Patients and families voice is missing from the reports and the review.

Patient voice was missing from the Verita report.

Patients and families do not have a way of raising concerns for the reviewers looking at individual cases.

We have set up a Patient Advisory Board to make sure patients and families remain at the heart of the review.

The Patient and Family Liaison team have started contacting people proactively so patients and families can highlight any concerns to the clinical team before their case is reviewed.

Smaller meetings with senior staff felt more caring and supportive.

Families valued being listened to in a more personal way.

We held listening sessions with the Executive team where families shared their experiences and the team attending listened.

We are increasing the number of smaller and more personal listening sessions for patients and families to share their experiences.

Some patients and families found out about the concerns through the media, not from us.

This was an upsetting experience and made some families feel shocked and left out.

We contact patients and families directly before major updates, developments or reports are made public, with support offered. Where requested these updates offer detail on when and how they can expect news to be made public.

Patients and families who have been impacted feel traumatised and distressed.

Patients and families need emotional and psychological support.

We have arranged for Cambridgeshire and Peterborough NHS Foundation Trust to offer psychological support for anyone who has been impacted.

A dedicated Patient and Family Liaison team has been offered to support patients and families.

Patients and families feel shocked that this has happened and want to know what CUH is doing to make sure it does not happen again.

Patient and families want confidence that learning from this will lead to real change.

We have strengthened our approach and processes so concerns raised by patients or families are looked into promptly.

As a precautionary measure, in 2025 Ms Stohr was excluded in line with the requirements of the MHPS* process and this remains the case.

We are publishing the progress on the delivery of our action plan in response to the Verita report on a quarterly basis.

Patients and families wanted to receive the outcomes from the clinical review and more personal contact, not just letters.

It is important to patients and families that their outcomes are shared with them honestly, compassionately and in a timely manner.

We write to all patients every three months to explain what is happening in the clinical review and what comes next.

All patients or families receive phone calls and/or where needed in-person meetings are arranged to share outcomes and explain next steps.

We write to all patients individually setting out the outcome of their review and explain the process.

What happened after Duty of Candour meetings was unclear.

Families wanted to know what would happen next and to trust that actions would be followed up.

We introduced a clear structure for meetings.

We make sure there is a clear record of actions and next steps after each meeting.

We are supporting those who need help arranging clinic appointments and provide follow up care where needed.

Timescales for reviews are not clear.

Not knowing when things would happen caused worry and frustration.

An approximate timeline of the review and updates around milestones are included in the first section of the quarterly update letters.

Patients should contact the Family Liaison line at any time to understand the status of their specific review.

Some patients and families shared concerns about Ms Stohr’s behaviour and how this affected their experience.

Behavioural conduct is a fundamental part of each person’s experience of the care they receive, hence extremely valuable for us to understand.

We are documenting any behavioural concerns internally. This will inform part of an internal review process.

The Trust will strictly follow its disciplinary process, and those of national doctors’ organisation such as MHPS, in respect of its employees. Disciplinary action will be taken where necessary.