Sokolov said: “That was the decision that was taken. I will reflect that, we have failed.
“When it comes to the engagement with families, we have comprehensively failed. It truthfully isn’t for lack of effort.”
The medical director said prior to the inquiry, she understood NHS England’s relationship with the families had become “frustrating and unhelpful” for them.
She said “repeated attempts” to explain what NHS England could do, were met “understandably, with anger and frustration from the families and repeated questioning”.
Addressing the chair of the inquiry – retired senior judge Deborah Taylor KC – Sokolov added: “And I’ll reflect, chair, I think one of the things that we need to consider going forward is how we do manage to engage with families going forward, because it’s not the responsibility of the bereaved or affected to make this work and we failed to do this in the way that we wanted to.”
Sokolov told the inquiry that while NHS England was to be abolished – as part of government plans to overhaul management structure – there would be a “structure” in place to ensure any recommendations from the inquiry were taken forward.
She added: “But on that engagement level, I’ve already had conversations with the national chief nurse about the fact that we need to work out how to speak to people in these kind circumstances, in a way that reaches and answers, because we didn’t, and I am so sorry that we didn’t.”