Duty of Candour Policy

Duty of Candour Policy

Nuvivo Health LTD – At-Home Blood Testing Services, Scotland

Our Commitment

At Nuvivo Health, we are committed to being honest, open, and transparent. If something goes wrong while we care for you and it causes you harm, we will:

  • Tell you what happened

  • Apologise

  • Explain what we’re doing to prevent it from happening again

  • Offer you appropriate support

This policy is based on the Duty of Candour Procedure (Scotland) Regulations 2018.

When Duty of Candour Applies

We follow this procedure when:

  • Something unexpected occurs during your care

  • It results in physical or psychological harm

  • A registered health professional confirms that the duty of candour should be triggered

What You Can Expect

If the duty of candour is triggered:

  1. We will contact you (or your representative) as soon as possible

  2. We will explain what happened

  3. We will offer a sincere apology

  4. We will provide support

  5. We will investigate the issue and share our findings

  6. We will keep detailed records of everything that happened and the actions we’ve taken

Process We Follow

  1. Identification: A qualified health professional confirms if duty of candour applies

  2. Notification: You are contacted within five working days and offered a meeting

  3. Investigation: We explore what went wrong and how to prevent recurrence

  4. Written Apology: You will receive a formal written explanation and apology

  5. Ongoing Support: We’ll keep in touch and provide updates and support where needed

Annual Reporting

We publish an annual report that includes:

  • Number of incidents

  • Actions taken

  • Lessons learned

  • Improvements made

This may also be submitted to Healthcare Improvement Scotland (HIS) and is available upon request.

Responsibilities of Our Staff

All Nuvivo staff are expected to:

  • Be honest and open with patients and colleagues

  • Report serious incidents without delay

  • Cooperate with investigations

  • Comply with this policy and duty of candour training

Training and Oversight

  • All staff are trained during induction on duty of candour responsibilities

  • Refresher training is provided regularly

  • Senior staff are responsible for compliance and oversight

Questions or Concerns

If you would like more information about this policy or have a concern to raise, please contact us:
📧 Email: hello@nuvivo.co.uk

From the moment you book your test to the day your results arrive, your safety, comfort, and confidence are at the heart of what we do.

Your Health. Our Priority.

Regulated. Reliable. On Your Side.

We’re proud to be registered with Healthcare Improvement Scotland (HIS) — the national regulator for independent clinics in Scotland.

That means everything we do is held to the highest standards of safety, professionalism, and respect for your wellbeing.
Being HIS-registered means we:

  • Follow clear clinical policies and procedures
  • Only work with trained, qualified, and supervised staff
  • Keep your records secure and up to date
  • Regularly review, audit, and improve our services

You’re in safe hands — always.

Real Nurses. Real Experience. Real Care.

All of our blood tests are carried out by experienced healthcare professionals — not agency staff or unvetted freelancers.

You’ll be looked after by:

  • A registered nurse, or
  • A certified phlebotomist with at least 2 years of hands-on experience

Our team is friendly, professional, fully insured, and trained to provide high-quality care every time.

Trusted Labs. Clear Results.

We only partner with top-tier UK laboratories, including:

  • The Doctors Laboratory (TDL) – UKAS-accredited and CQC-regulated
  • Randox Health – ISO 15189-compliant and trusted across the NHS

Your sample is securely transported by medical couriers and tested using clinically validated equipment.
You’ll receive your results within 1–3 working days, along with a clear, easy-to-understand digital report.

Follow-up support is available if you need help interpreting your results or planning your next steps.

Your Data. Your Privacy. Your Choice.

We take your privacy seriously.
Nuvivo Health Ltd is fully ICO-registered and compliant with UK GDPR.

This means:

  • Your data is stored securely
  • Only authorised healthcare professionals can access it
  • It is never shared or sold
  • We only retain your records for as long as legally required (typically 7 years)

Your health information is handled with care and always treated with the respect it deserves.

Fully Insured. Always Prepared.

We’re fully insured to deliver private healthcare services across the UK.
Our cover includes:

  • Public liability
  • Professional indemnity
  • Employer liability for our staff and contractors

Need to see our insurance certificates or registration documents? Just ask — we’re happy to provide them.