Frequently asked questions- role of the case officer

What is the role of a case officer?

A case officer is appointed by the Medical Council to assist the Preliminary Proceedings Committee (PPC) in the complaints investigation. A case officer will carry out the investigations directed by the Preliminary Proceedings Committee and process the complaint administratively. Case officers are entirely independent and have no personal interest in the outcome of any cases.

Does the case officer deal with both doctor and complainant?

Yes, the case officer assigned to the investigation is your point of contact throughout the complaints process and will keep both parties updated during the course of the investigation.

Does the case officer provide updates to the parties involved in the investigation?

The complainant and doctor are updated after every Preliminary Proceedings Committee meeting that their complaint is considered at.

What relevant documentation might I be asked to produce?

The doctor or complainant could be asked to produce the following to assist the case officer in their investigation;

  • Medical Records
  • Statements
  • Diary entries
  • Phone Records

On average, how many complaints are resolved within the Preliminary Proceedings stage of the complaints process?

The number of complaints that are resolved in the Preliminary Proceedings stage are published each year (view the latest statistics in the 2014 Annual Report)

What should the complainant include with their complaint form?

The complainant should include any medical records and/or reports that may pertain to their complaint. This will help the case officer with their investigation into the complaint. If you are a third party and submitting a complaint on behalf of another person, you must receive written consent from that person and include this with the complaint form.