Investigating concerns

1. 23. If you are responsible for investigating incidents or complaints, you have a responsibility towards those who raise a concern. You must:
   
   
   1. a. protect them from unfair criticism or action, including any detriment or dismissal
   2. b. tell them what action has been or will be taken to prevent a recurrence of the problem (if this applies)
   3. c. outline the process if they are still not satisfied with the response – for example, if complaints are considered within the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, the process for escalating the concern to the Health Service Ombudsman.
2. 24. If you are responsible for investigating incidents or complaints, you should also make sure that:
   
   
   1. a. any investigations or resulting actions are carried out in a way which is consistent with the law, including, for example, the Public Interest Disclosure Act 1998^*
   2. b. you have a working knowledge of the relevant law and procedures under which investigations and related proceedings are carried out
   3. c. those being investigated are treated fairly
   4. d. appropriate adverse event and critical incident reports are made within the organisation and to other relevant external bodies
   5. e. recommendations that arise from investigations are put into practice or referred to senior management
   6. f. patients who make a complaint receive a prompt, open, constructive and honest response.
3. 25. You must also make sure that patients who suffer harm receive an explanation and, where appropriate, an apology.^†