When is further action through the NHS complaints procedure likely to be productive?

When there is sufficient indication at this stage that

• no investigation has yet taken place, even at an informal level
• there is uncertainty about the events that occurred, and the information to rectify this could only be obtained from the records or clinical notes of the organisation concerned
• what investigation has already taken place is, in the view of the complainant, inadequate
• the response of the organisation to the complaint appears to be unreasonable or incomplete
• the events that gave rise to the complaint caused distress or harm to the complainant
• the events raise serious issues about the standards of care.

When is further action likely to be unproductive?

When there is sufficient evidence that

• the complaint has already been appropriately investigated locally, with evidence that records were examined, witnesses were interviewed or gave statements
• the complainant was offered support where needed to put forward their views (interpreter, PALS)
• the complainant was given the results of the investigation in full (subject to any exclusions allowed under the Data Protection Act)
• the complainant has already been offered a range of options to resolve the complaint (e.g. meeting or conciliation or additional clinical opinion)
• remedial action is proposed or has been taken to address the harm or damage suffered by the complainant
• the organisation has learned any lessons and is reviewing procedures and practice as a result.

Next: Evaluate the options