• Scope and use of RCA for complaints management, investigation and learning
• Is the complaint justified? – evaluating impact and risks
• Is containment or immediate action required?
• Is there longer-term learning (continuous improvement) required?

Breakout in groups to discuss why it is important to investigate complaints and how they can impact an organisation

• Policies and communications routes
• Roles, responsibilities and triage – including investigators and stakeholder managers
• Investigation and identification of causes
• Learning and continuous improvement
• Communication and stakeholder management

• James Reason and Swiss Cheese Model
• Human factors

Breakout into groups to evaluate different investigation processes and reliable sources of information

Establishing the facts:

• Bias
• Physical evidence (including imagery such as CCTV)
• Documents
• People/ witnesses
• Reliability of these information sources

• 5 whys methodologies ‘why and because’
• Fault trees
• Identification of actions to prevent or reduce the likelihood of a repeat or similar event

Break out session in groups to consider how the findings of an investigation can be communicated and the target audience(s)

• 5 whys methodologies ‘why and because’
• Fault trees
• Identification of actions to prevent or reduce the likelihood of a repeat or similar event

 Break out session in groups to consider how the findings of an investigation can be communicated and the target audience(s)

• Who needs to know? Internal and external stakeholders
• Reporting it clearly

• SMART
• Prioritisation and owners
• Monitoring action closure
• Process review and assurance so that change remains embedded in business practices