Rushed, defensive, or incomplete investigations often lead to further dissatisfaction. Common pitfalls include:
- Failing to interview all relevant staff
- Ignoring clinical records
- Not addressing every point raised by the complainant
Example:
A patient complained that pain medication was not given when needed. A written statement was taken from the nurse, who said the medication was administered as requested and scheduled. However, clinical records showed gaps in pain assessments and medication timings not recorded. The investigation relied solely on the nurse’s statement, overlooking other evidence—undermining both the investigation and trust.
Tip:
Para 22 of the 2022 ISCAS Code emphasises:
Subscribers must conduct a robust investigation that includes:
- Agreed summary of issues to be investigated
- Review of all correspondence
- Review of clinical records
- Review of records of meetings with the complainant
- Review of statements from clinicians and relevant parties
- Summary of actions and learning points
Conduct investigations that are thorough, fair, and impartial, working to the agreed Heads of Complaint, and taking every concern seriously—no matter how minor.