The INWO recently published a decision summary which highlighted a learning point around record keeping. In this case, the board had disregarded recommendations from a complaint investigation with no record of the reasons why. This formed part of a subsequent complaint to the INWO, which was upheld.
To get it right, remember!
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All recommendations arising from internal investigations should clearly address the issues identified in the report, with actions that are clearly linked to the anticipated outcome.
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Where recommendations are adopted, they should be monitored and signed off only when complete.
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Where recommendations are not adopted, or where alternative actions have been taken to address the failings identified in the report, the reasons should be clearly documented and shared with the investigator for comment.
- A good rule of thumb is ask yourself – if there were to be an INWO investigation do our records contain everything they should to support our decision, in a readily accessible format and location?