Fourth step

The investigation

An investigation could include:

  • Obtaining statements from staff/staff interviews.
  • Reviewing records/policies/procedures.
  • Obtaining information from other sources if necessary.
  • Drawing conclusions from the findings.
  • Discussing the conclusions as a practice and deciding on the actions to be taken.
  • Drawing up an action plan. 

Details of all documentation, notes of interviews and staff statements are kept on the complaint file.

It is advisable to consider asking a doctor who has not been involved in the patient’s care to review the clinical management. This injects some objectivity and independence into the process and reflects the Ombudsman’s “Principles of Good Complaints Handling”.

The practice manager:

  • Interviews staff who dealt with Mr Cross’s requests for an appointment.
  • Leads a general discussion on the current appointment system at a practice meeting. In doing this she also reviews other feedback on the appointments system.
  • Reviews feedback from patient surveys, to obtain the opinion of patients about the service provided by the surgery in general.

The senior partner:

  • Reviews the clinical notes and discusses these with Dr Busy. He highlights the need for better record-keeping.
  • Obtains a report on Mr Cross’s hospital visit.
  • Checks that penicillin allergy has been marked clearly on records.
  • The senior partner and the practice manager review the evidence and draw conclusions. They make a list of improvements they feel need to be made, as a result of the complaint for discussion at the practice meeting.

  

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