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Once we assign someone to investigate your case they will contact you within three weeks and will:

  • introduce themselves
  • give you their contact details
  • ask whether you have any more evidence to send to us.

How we investigate your concern

  • The investigation is the longest part of the process and if we need to gather a lot of evidence, it can take up to a year to complete.
  • The investigator will contact you at least every four months to let you know what's happening, or more often if there are updates.
  • The investigator will collect evidence about  the concerns raised, such as medical records or CCTV footage, and may need to ask the nurse, midwife or nursing associate’s employer for this.
  • The investigator will call you to find out more from you about what happened. We understand it can be upsetting to recall the details, so if you prefer not to talk about it, we would be happy for you to email us.
  • The investigator might also speak to other witnesses over the phone and ask them if they would be happy to attend a hearing should this be needed.
  • If you need any additional help making your complaint to us, we will be happy to discuss with you how best to do this.

Next steps 

Once the investigation is complete, the investigator will write a report and put together a file of evidence. The evidence that we gather during the investigation will help us decide if we need to hold a hearing.

The investigator sends the evidence to the nurse, midwife or nursing associate and their professional representative if they have one. At this stage, by law, we have to give the nurse, midwife or nursing associate 28 days to comment on our findings and the evidence we have gathered.

After 28 days, two case examiners will examine the report, evidence and any comments we receive and decide what happens next.

How we reach an outcome