Complaint record keeping failures
Failures in maintaining accurate and procedural records for managing complaints in residential care homes.
102 items
1 source
29 inquiries
Source spread
Where this theme appears
Complaint record keeping failures has been flagged across 1 independent accountability source:
102 inquiry recs
This theme has been identified in one data source. As more data is added, cross-references may emerge.
Browse by source
Source-grouped records are useful for tracing where a concern came from. Large sections show the 50 strongest matches for that source; counts still show the full theme total.
Inquiry Recommendations (102) — showing 50 strongest matches
125 — Label drawings made in interviews
Recommendation: Any drawings made during an interview should be labelled at the time of creation to enable the occasion and their creator to be clearly identified (17.67).
Unknown
124 — Full written record after each interview
Recommendation: Whether or not there is mechanical recording, a full written record must be made as soon as possible after each interview (17.66).
Unknown
123 — Improve and monitor recording
Recommendation: Every effort should be made to improve recording techniques and maintain consistent recordings throughout a series of interviews (17.64) The standards and practices of recording should be regularly monitored (17.65).
Unknown
118 — Value contribution of foster carers
Recommendation: Where investigative interviews are being undertaken the contribution of foster carers must be valued, collected and recorded (17.58).
Unknown
43 — Record decision when Order cannot be executed
Recommendation: Where it is considered that a Child Protection Order should be executed but the Order cannot be effected immediately a clear written record should be made of the decision to obtain it, the reason for it and the reason why …
Unknown
42 — Record grounds for seeking an Order
Recommendation: A record should be kept of the grounds for any decision to seek a Child Protection Order (16.14).
Unknown
43 — Church in Wales record-keeping policies
Recommendation: The Church in Wales should introduce record-keeping policies relating to safeguarding, complaints and whistleblowing. These should be implemented consistently across dioceses. The Church should develop policies and training on the information that must be recorded in files. The Church should …
No response yet
AFA-1 — Patient focus and complaints
Recommendation: The Inquiry recommends that the Trust and Department work together to ensure there is: • A specific programme of work to strengthen patient involvement, improve communication, and ensure patients and families are treated as partners in care. • Direct communication …
Words of: Dr Stephen Austin, Southern Trust Medical Director, in a Southern Health and Social Care Trust news release, 24 June 2026
Gov response: We fully accept the Inquiry’s findings and recommendations.
Accepted
R40 — Record all complaints in electronic system
Recommendation: In HSCTs all complaints, regardless of whether they are resolved immediately at ward level, should be recorded in the Trust’s electronic complaints management system. In private and third sector facilities the Registered Home Manager should be informed of all concerns …
No response yet
F133 — Role of commissioners in complaints
Recommendation: Commissioners should be entitled to intervene in the management of an individual complaint on behalf of the patient where it appears to them it is not being dealt with satisfactorily, while respecting the principle that it is the provider who …
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted in principle. While we accept the spirit of this recommendation, we are concerned that it risks creating uncertainty over roles and responsibilities in the management of complaints. Clarity and consistency are critical for the …
Accepted in part
In progress
F121 — Learning and information from complaints
Recommendation: The Care Quality Commission should have a means of ready access to information about the most serious complaints. Their local inspectors should be charged with informing themselves of such complaints and the detail underlying them.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. Information received from people who use care services about the quality and safety of their care, including concerns and complaints, is a vital source of information which needs to be available to the regulator. …
Accepted
F120 — Learning and information from complaints
Recommendation: Commissioners should require access to all complaints information as and when complaints are made, and should receive complaints and their outcomes on as near a real-time basis as possible. This means commissioners should be required by the NHS Commissioning Board …
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted in part. We accept that commissioning bodies play an important role in ensuring that the organisations from which it commissions services are delivering effective and open complaints arrangements, and delivering their statutory responsibilities. Complaints …
Accepted in part
F119 — Learning and information from complaints
Recommendation: Overview and scrutiny committees and Local Healthwatch should have access to detailed information about complaints, although respect needs to be paid in this instance to the requirement of patient confidentiality.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. Complaints data, along with other sources of feedback, have the potential to provide important information to local Healthwatch Organisations and Overview and Scrutiny Committees. It is important that Trusts respect patient confidentiality when releasing …
Accepted
F118 — Learning and information from complaints
Recommendation: Subject to anonymisation, a summary of each upheld complaint relating to patient care, in terms agreed with the complainant, and the trust's response should be published on its website. In any case where the complainant or, if different, the patient, …
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted in part. An open culture demands that information is available to service users, their families and carers to enable them to make informed choices about their healthcare. Trusts currently have to publish an annual …
Accepted in part
F115 — Investigations
Recommendation: Arms-length independent investigation of a complaint should be initiated by the provider trust where any one of the following apply: A complaint amounts to an allegation of a serious untoward incident; Subject matter involving clinically related issues is not capable …
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted in part. Investigation of any complaints should be proportionate to the needs of the individual case. This follows the fundamental principle that complaints cases should be handled according to the needs of that individual …
Accepted in part
F114 — Complaints handling
Recommendation: Comments or complaints which describe events amounting to an adverse or serious untoward incident should trigger an investigation.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. A fundamental principle of the current complaints arrangements for handling NHS and adult social care complaints is that a case should be handled according to the needs of that individual case. Investigation should be …
Accepted
F113 — Complaints handling
Recommendation: The recommendations and standards suggested in the Patients Association's peer review into complaints at the Mid Staffordshire NHS Foundation Trust should be reviewed and implemented in the NHS.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. At present, standards of complaints handling are judged on the basis of the 2009 regulations and the Health Service Ombudsman’s Principles of Good Complaints Handling. While both of these remain important, a more formal …
Accepted
L14 — Free Complaints Process
Recommendation: It should continue to be the case that complainants are able to bring complaints free of charge.
Words of: David Cameron, Prime Minister, statement to the House of Commons on the Leveson Inquiry report, 29 November 2012 (HC Deb vol 554 cols 446-448)
Gov response: In volume IV of the report, Lord Justice Leveson sets out proposals for independent self-regulation organised by the media. He details the key “requirements” that an independent self-regulatory body should meet, including independence of appointments …
Accepted in part
L13 — Complaints Committee Composition
Recommendation: Serving editors should not be members of any Committee advising the Board on complaints and any such Committee should have a composition broadly reflecting that of the main Board, with a majority of people who are independent of the press.
Words of: David Cameron, Prime Minister, statement to the House of Commons on the Leveson Inquiry report, 29 November 2012 (HC Deb vol 554 cols 446-448)
Gov response: In volume IV of the report, Lord Justice Leveson sets out proposals for independent self-regulation organised by the media. He details the key “requirements” that an independent self-regulatory body should meet, including independence of appointments …
Accepted in part
L12 — Complaint Decision Responsibility
Recommendation: Decisions on complaints should be the ultimate responsibility of the Board, advised by complaints handling officials to whom appropriate delegations may be made.
Words of: David Cameron, Prime Minister, statement to the House of Commons on the Leveson Inquiry report, 29 November 2012 (HC Deb vol 554 cols 446-448)
Gov response: In volume IV of the report, Lord Justice Leveson sets out proposals for independent self-regulation organised by the media. He details the key “requirements” that an independent self-regulatory body should meet, including independence of appointments …
Accepted in part
L11 — Power to Hear Complaints
Recommendation: The Board should have the power to hear and decide on complaints about breach of the standards code by those who subscribe. The Board should have the power (but not necessarily in all cases depending on the circumstances the duty) …
Words of: David Cameron, Prime Minister, statement to the House of Commons on the Leveson Inquiry report, 29 November 2012 (HC Deb vol 554 cols 446-448)
Gov response: In volume IV of the report, Lord Justice Leveson sets out proposals for independent self-regulation organised by the media. He details the key “requirements” that an independent self-regulatory body should meet, including independence of appointments …
Accepted in part
L10 — Complaint Handling Mechanism
Recommendation: The Board should require all those who subscribe to have an adequate and speedy complaint handling mechanism; it should encourage those who wish to complain to do so through that mechanism and should not receive complaints directly unless or until …
Words of: David Cameron, Prime Minister, statement to the House of Commons on the Leveson Inquiry report, 29 November 2012 (HC Deb vol 554 cols 446-448)
Gov response: In volume IV of the report, Lord Justice Leveson sets out proposals for independent self-regulation organised by the media. He details the key “requirements” that an independent self-regulatory body should meet, including independence of appointments …
Accepted in part
13 — Improve complaints handling
Recommendation: The University Hospitals of Morecambe Bay NHS Foundation Trust should review the structures, processes and staff involved in responding to complaints, and introduce measures to promote the use of complaints as a source of improvement and reduce defensive 'closed' responses …
Words of: Department of Health, Learning not blaming (Cm 9113), government response to the Morecambe Bay Investigation and two other reports, July 2015
Gov response: [A] Recommendations for the Trust Recommendations for the Trust: 1-18 1. The Morecambe Bay Investigation found that there were serious failures in clinical care at University Hospitals Morecambe Bay NHS Foundation Trust, causing avoidable harm …
Unknown
113 — Training in interviewing and recording
Recommendation: The importance of full training in the art of interviewing and the techniques of recording should be fully recognised (17.52).
Unknown
5 — Reform Church of England clergy discipline for safeguarding
Recommendation: The Church of England should make changes and improvements to the way in which it responds to safeguarding complaints (whether related to allegations of abuse, or a failure to comply with or respond to the Church's safeguarding policies and procedures) …
No response yet
R42 — Regular updates on complaint progress
Recommendation: Complainants must be regularly updated and informed of the progress of any investigation, including when the process concludes without a specific finding.
No response yet
R41 — Inform complainants of complaint management process
Recommendation: Complainants should immediately be informed of how their complaint will be managed (locally or through the corporate complaints process) along with a clear explanation of the corresponding level of investigation and oversight this entails.
No response yet
WATE-(18) — Appoint senior officer to strategise serious staff misbehaviour complaints
Recommendation: When a complaint alleges serious misbehaviour by a member of staff, the Director of Social Services should appoint a senior officer to formulate an overall strategy for dealing with the complaint, including such matters as liaison with the police in …
Unknown
WATE-(4) — Define specific duties for Children's Complaints Officers, prioritising child's best interests
Recommendation: Amongst the duties of the Children's Complaints Officer should be: (a) to act in the best interests of the child; (b) on receiving a complaint, to see the affected child and the complainant, if it is not the affected child; …
Unknown
WATE-(3) — Require appointment of independent Children's Complaints Officer in every social services authority
Recommendation: Every social services authority should be required to appoint an appropriately qualified or experienced Children's Complaints Officer, who should not be the line manager of residential or other staff who may be the subject of children's complaints or complaints relating …
Unknown
BRIS-36 — Establish independent, swift, and thorough complaints handling with advocacy for patients
Recommendation: Complaints should be dealt with swiftly and thoroughly, keeping the patient (and carer) informed. There should be a strong independent element, not part of the trust’s management or board, in any body considering serious complaints which require formal investigation. An …
Unknown
In progress
R33 — Nursing complaint investigation
Recommendation: Health Boards should ensure that where a complaint is made about nursing practice on a ward this complaint is investigated by an independent senior member of Nursing Management.
Words of: Scottish Government, The Scottish Government's Response to the Vale of Leven Hospital Inquiry Report, section 1.3, 18 June 2015
Gov response: The Scottish Government accepts its responsibility for the failings identified in the report and we apologise unreservedly for the suffering and loss caused. We accept in full all of the report's recommendations.
Accepted
6a — Communicating complaint escalation
Recommendation: We recommend that information about the means to escalate a complaint to an independent body is communicated more effectively in both the NHS and independent sector.
Words of: Department of Health and Social Care, Government response to the independent inquiry report into the issues raised by former surgeon Ian Paterson, 16 December 2021
Gov response: Accept The PHSO is currently piloting the NHS Complaint Standards, which set out in one place the ways in which the NHS should handle complaints, including the need for organisations to ensure people know how …
Accepted
In progress
F259 — Role of the Health and Social Care Information Centre
Recommendation: The Information Centre, in consultation with the Department of Health, the NHS Commissioning Board and the Parliamentary and Health Service Ombudsman, should develop a means of publishing more detailed breakdowns of clinically related complaints.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. The Department of Health will work with the Health and Social Care Information Centre to put complaints data into the existing NHS electronic data collection system, better enabling comparison between hospitals.
Accepted
In progress
F134 — Role of commissioners in provision of support for complainants
Recommendation: Consideration should be given to whether commissioners should be given responsibility for commissioning patients' advocates and support services for complaints against providers.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. The Health and Social Care Act 2012 gave responsibility for commissioning NHS complaints advocacy to individual Local Authorities; the Local Authorities took responsibility from April 2013. Local Authorities are best able to determine the …
Accepted
In progress
F117 — Support for complainants
Recommendation: A facility should be available to Independent Complaints Advocacy Services advocates and their clients for access to expert advice in complicated cases.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted in part. We agree that expert advice should be provided in appropriate cases, and in appropriate cases, the providers of NHS complaints advocacy would obtain advice from an independent clinical expert. However complaints advocacy …
Accepted in part
In progress
F116 — Support for complainants
Recommendation: Where meetings are held between complainants and trust representatives or investigators as part of the complaints process, advocates and advice should be readily available to all complainants who want those forms of support.
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. People making complaints can feel isolated and intimidated when in meetings with complaints managers and trust representatives. Some patients, relatives or friends remain deeply affected by their experiences. It is right that support is …
Accepted
In progress
F109 — Effective complaints handling
Recommendation: Methods of registering a comment or complaint must be readily accessible and easily understood. Multiple gateways need to be provided to patients, both during their treatment and after its conclusion, although all such methods should trigger a uniform process, generally …
Speaker not recorded. Source: Department of Health, Hard Truths: the Journey to Putting Patients First, volume 2 (Cm 8777-II), November 2013
Gov response: Accepted. Feedback of any kind, but particularly concerns and complaints, are important; they enable things to be put right for the complainant and drive the improvement of hospital services. But there is evidence that not …
Accepted
In progress
L20 — Compliance Record Keeping
Recommendation: The Board should have both the power and a duty to ensure that all breaches of the standards code that it considers are recorded as such and that proper data is kept that records the extent to which complaints have …
Words of: David Cameron, Prime Minister, statement to the House of Commons on the Leveson Inquiry report, 29 November 2012 (HC Deb vol 554 cols 446-448)
Gov response: In volume IV of the report, Lord Justice Leveson sets out proposals for independent self-regulation organised by the media. He details the key “requirements” that an independent self-regulatory body should meet, including independence of appointments …
Accepted in part
34 — CQC and PHSO memorandum of understanding
Recommendation: The relationship between the investigation of individual complaints and the investigation of the systemic problems that they exemplify gave us cause for concern, in particular the breakdown in communication between the Care Quality Commission and the Parliamentary and Health Service …
Words of: Department of Health, Learning not blaming (Cm 9113), government response to the Morecambe Bay Investigation and two other reports, July 2015
Gov response: 90. We accept this recommendation. The Investigation found that the lack of co- ordination between the Care Quality Commission and the Parliamentary and Health Service Ombudsman was a contributory factor to the ongoing inability of …
Accepted
31 — Fundamental review of NHS complaints system
Recommendation: The NHS complaints system in the University Hospitals of Morecambe Bay NHS Foundation Trust failed relatives at almost every turn. Although it was not within our remit to examine the operation of the NHS complaints system nationally, both the nature …
Words of: Department of Health, Learning not blaming (Cm 9113), government response to the Morecambe Bay Investigation and two other reports, July 2015
Gov response: 72. We accept this recommendation in principle and recognise that there are still challenges to overcome if we are to see improvements in the way complaints are handled in the NHS. However, we do not …
Accepted in part
In progress
RHI-28 — Record Keeping Culture and Audit
Recommendation: The culture and practice of record keeping and access to records within the Northern Ireland Civil Service needs to change so that staff responsible for a given area of work have easy access to the analysis and decisions underpinning the …
Words of: Northern Ireland Executive, Executive Response to the RHI Inquiry Report Recommendations and Action Plan, Annex A, 7 October 2021
Gov response: These recommendations can be accepted in full. They have been addressed through work to date through: • revisions to the NICS Code of Ethics and production of the Guidance for Ministers; • new corporate guidance …
Accepted
No update 2+ yrs
BAHA-17 — CPERS Complaints Procedure
Recommendation: JDP 1-10 should incorporate the requirement that on entry to and exit from a theatre level detention facility, CPERS are proactively asked whether or not they have any complaints concerning their treatment. This should not be done in the presence …
Words of: Liam Fox, Secretary of State for Defence, statement to the House of Commons, 8 September 2011 (HC Deb vol 532 col 571), as published by the Ministry of Defence
Gov response: I can inform this House that I am accepting in principle all of his recommendations with one reservation.
Accepted in part
36 — Information booklet for patients
Recommendation: There should be a simple and attractive information booklet which should be given to each patient and his relatives on arrival specifying, among other things, the procedure for making suggestions and complaints.
Unknown
2 — Procedures for complaints from staff and patients
Recommendation: There is a need for improvement in procedures to deal with complaints from staff and patients: we refrain from making a more specific recommendation because, since our Inquiry began, a special Committee has been set up to look into complaints …
Unknown
78 — Record and share discussions
Recommendation: Noting discussions between relatives, clinicians and pathologists and providing a copy to each party involved.
Unknown
14 — Recording cell-share requests
Recommendation: The guidelines should contain guidance on how such requests should be recorded, but there is no need for such requests to be treated as formal applications under the requests and complaints procedures.
Unknown
FP26 — Recommendation 26
Recommendation: Characteristics first found at the comparison stage should be included in any note of the examination. Less weight should be attached to such characteristics.
No response yet
FP23 — Recommendation 23
Recommendation: At the analysis stage an examiner should assess the quality of the mark. If the examiner considers it to be complex this should be recorded and the separate process for complex marks recommended in recommendation 42 should be followed.
No response yet
FP15 — Recommendation 15
Recommendation: Where third level detail is relied upon in making a comparison this should be included in any note of the examination.
No response yet