Investigation reports

Our latest Case Digest features a number of investigations into complaints about care homes. It highlights the importance of good complaints handling and provides some key messages for the families of those in care.

This investigation found that the system for communicating with patients on healthcare waiting lists is in ‘disarray’, and concluded that significant and repeated failures across the system amounted to ‘systemic maladministration’.

It urged the Department of Health to work with Health Trusts, GPs and others to address the failings.

We recommended that the Hospice should review staff training on clear communication with patients and their carers, following our investigation into a complaint by the parents of a child in its care.