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.

We found that a medical assessment performed during a home visit was carried out in line with good medical practice, but that the GP should have recorded what had been discussed with the patient and her family, and what they should do if her symptoms did not improve.

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.