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 established that it was appropriate for a dental practice to refer a patient to another practice for sedation, but we asked it to apologise to her for causing a misunderstanding.