If we find there was fault that caused injustice, we will recommend suitable ways to resolve the matter. This could include an apology, changes to the service or financial redress. A copy of the final decision and reasons for it is sent to both parties.
When we make recommendations the care provider must consider them and tell us what action will be taken in response. If the care provider does not respond or we are not satisfied with the response, we can require an 'Adverse Findings Notice' to be published.
Our decisions can only be challenged by applying to the High Court for judicial review.
We want to use the lessons learned to improve care delivery for everyone. We plan to publish information about important issues that we identify through our investigation of complaints.
We can also inform the Care Quality Commission (CQC) and local authorities about the complaints made to us and the decisions we make.
Date Updated: 30/03/12