Trust’s investigation of complaint was ‘flawed and lacked empathy’
A woman raised concerns with the Western Trust about how her late mother was treated in a care home. We found significant failings in the way the Trust investigated her complaint.
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Report recommendations
Because of the serious flaws in the way the Trust carried out its investigation we asked it to carry out an audit of its complaints handling processes. We recommended this should include a focus on accuracy, timeliness, record keeping, and communication with complainants.
We also asked it to make sure staff are aware of the impact on complainants of inaccurate responses to their questions.
| Category | Health & Social Care
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|---|---|
| Organisation | Western Health and Social Care Trust
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| Decision | Upheld
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| Case Reference |
202003022
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| Issue Date | |
| Format |
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