Findings published this month following investigation by the Ombudsman highlight the importance of good record keeping. This is particularly important in a health care setting where clear documentation and records are needed to show clear reasons for decision making.
This month we have published findings from 13 complaints that were investigated by the Ombudsman. Eight of these were about the Health sector, two about Health and Social Care, and three about Local Government. The outcome of these 13 complaints were:
- Fully upheld: 7
- Some upheld: 2
- Not upheld: 3
- Resolved: 1
We have also made 18 recommendations to public bodies following these investigations. Several recommendations published this month highlight the need to ensure clear documentation and records are kept of actions taken and reasons for decision making.
This months published findings also highlight the importance of following the Model Complaints Handling Procedure. In particular, it’s best practice that any organisation handling complaints ensure that they identify key aspects of the complaint and that the response to the complaint addresses these points. It’s also vital that systems are in place to ensure failings (and good practice) are used to drive service development and improvement.
All our published decision reports can be read in full on our website.