Ombudsman issues guide for care providers on good record keeping
The Local Government and Social Care Ombudsman is today issuing a guide to help care providers learn from its complaints involving record keeping.
Among the complaints the Ombudsman receives from people receiving independently provided care, poor record keeping is commonly a factor when things have gone wrong.
The new guide focuses on a number of case studies highlighting the common issues the Ombudsman sees, and also includes good practice tips to help providers avoid the problems from occurring in their own settings.
Issues covered by the guide include providers fabricating records after a serious incident, customers being given wrong or no medication or food because records were not updated properly, and delayed treatment for another customer because of inaccurate records.
The guide sets out the Ombudsman’s approach to investigating complaints on this matter, including information on electronic record keeping, and it references other regulatory bodies’ guides to meeting the requirements on record keeping.
Michael King, Local Government and Social Care Ombudsman, said:
“Record keeping isn’t just an administrative task that can be completed as and when necessary – poor records can have serious consequences for the people care providers look after.
“Our new good practice guide shares the learning from the investigations we have carried out. By highlighting some errors in real scenarios, we want to stress to care providers that not only does maintaining accurate records ensure compliance with the regulations – more importantly, it also saves people from real distress.”
Good practice tips in the guide include ensuring all relevant staff are familiar with the recording system used and maintaining accurate, honest and contemporary records. Where the Ombudsman does find gaps in records, it may cast doubt on the integrity of the whole of the provider’s response.
Good practice guide - Good Record Keeping - Feb 2023 (419KB)
Latest News from
Draft Public Service Ombudsman Bill laid in Parliament05/12/2016 12:37:21
A new complaints body will provide the public with greater confidence that their voices have been heard.
West Northamptonshire failed to provide education for numerous children with SEND31/03/2023 10:10:00
West Northamptonshire Council has agreed to review the cases of eight children with Special Educational Needs, who have been out of school for long periods, following an Ombudsman investigation.
Repeated failings putting women and babies at risk29/03/2023 16:15:00
Too many women and babies are being put at risk as expectant and new parents are repeatedly ‘failed’ by maternity services, according to England’s Health Ombudsman.
PHSO welcomes Government’s Human Rights Committee findings on ombuds reform29/03/2023 14:20:00
The Parliamentary and Health Service Ombudsman (PHSO) welcomes the Joint Committee on Human Rights’ agreement that there should not be a new human rights Ombudsman service in the UK.
Vulnerable people face homelessness because some councils ‘still not getting it right’ - Ombudsman22/03/2023 09:15:00
For the past five years local councils in England with housing responsibilities have had increased duties to help prevent people from becoming homeless, but despite this some are still struggling to get it right, the Local Government and Social Care Ombudsman (LGSCO) has found.
Ombudsman lends an ear to Stockton20/03/2023 14:15:00
Parliamentary and Health Service Ombudsman (PHSO) Rob Behrens is in Stockton on Tees from Monday 20 to Tuesday 21 March for the first of a series of regional roadshows around the country to directly hear about issues facing members of the local community.
Ombudsman tells Suffolk County Council to improve support for children who can’t go to school17/03/2023 09:15:00
Suffolk County Council needs to make improvements “as a priority” to the way it provides alternative education to children who can’t go to school, the Local Government and Social Care Ombudsman (LGSCO) has warned.
Ombudsman extremely concerned about culture at University Hospitals Birmingham15/03/2023 11:15:00
Recent and ongoing investigations by the Parliamentary Health Service Ombudsman (PHSO) into University Hospitals Birmingham (UHB) have uncovered a number of significant concerns.