NMC pilots new approach to first contact with registrants referred to fitness to practise

It can be distressing for a nursing or midwifery professional to hear that a concern has been raised (a referral made) about their practice. First Contact is designed to improve their initial experience of FtP – with the NMC better introducing them to the process.

A more supportive first contact

Typically, outside of the pilot, registrants are informed about a referral in an email that they could open when no one is available to support them. From registrant feedback, it is clear that they would value better communication than this.

First Contact starts with an initial email to the registrant that does not reference FtP but lets them know that the NMC has correspondence to share and would like to discuss it with them first. A phone call is then arranged at a convenient time for the registrant.

During the call, the NMC tells the registrant about the referral but not the concern itself. Instead, the conversation is about understanding any support needs, such as reasonable adjustments, or communication preferences like calling before sending documents.

Additionally, registrants are signposted to sources of both practical advice and wellbeing resources.

Tailored follow-up and ongoing support

Another key part of the phone call is establishing whether the registrant has representation from a union or representative body. The NMC wants to ensure that registrants know that advice is available and they don’t have to go through the process alone. Those who do have representation are encouraged to contact their representative body immediately and seek support.

All conversations are followed up in writing to ensure clarity about what was discussed. In this tailored email, registrants are again reminded of support services and the importance of representation. It’s only at this point that the specific details about the concern are provided.

This approach does not change the formal stages of FtP – it is focused on ensuring that registrants’ needs and preferences are understood first, so the NMC can communicate in a way that is right for them.

From the outset, registrants are also informed about independent support, including the 24/7 Careline and other organisations that may be able to help them.

Embedding a more human approach

The NMC has refined its communication by using more empathetic, values-based, accessible language. The regulator hopes the pilot will:

• Increase direct, personal interactions with registrants
• Reduce and remove the barriers registrants face when engaging with the NMC by understanding a registrant’s communication and support needs from the outset
• Provide clear resources and signposting so registrants can fully engage in the process and access independent support easily
• Support faster and fairer outcomes by reducing barriers, signposting and ensuring supportive engagement
• The regulator will evaluate the pilot using feedback from registrants and representative bodies to help shape its future approach.

Lesley Maslen, Executive Director of Professional Regulation, said:

“It’s fundamental that Fitness to Practise is a person-centred process. We've listened to registrants’ feedback about how it feels to find out they’ve been referred – which is why our new pilot is designed to improve our initial interactions with people.

“We’re focusing on understanding individual needs and signposting to support – so people feel informed, respected and able to take part. Professionals who have representation, actively engage in reflection, and take steps to strengthen their practice, are less likely to receive restrictions on their practice.”

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