3 The outcome
Some people who have given evidence may wish to stay for the remainder of the hearing. And while this may create more ‘work’ (e.g. financial or the need to extend childcare), many people want to see the rest of the hearing.
Once the hearing is complete and a decision about the outcome is made (known as determination), we found there was little support available for people to understand the outcome. It was also unclear to them about steps they can take with the regulator or other bodies, or how to obtain independent advice or emotional support. Regulators provide information about the following:
- Claiming expenses (how to do so).
- Outcome decisions (the different decisions the panel can make). For example, taking the professional off the register, preventing them from practicing, conditions on what they can do for a period of time or no action.
- Registrant appeals (that the registrant can appeal the decision of the panel).
- How to give feedback about the experience.
Our focus group participants felt that they would want the outcome provided in writing and regulators do provide this:
And, we know from Parliamentary and Health Service Ombudsman (2020) who focus on healthcare complaints that it is important that information/communication to witnesses is tailored to individual needs so that they can understand the outcome and what this means. Many felt that this was not the case. A public witness said:
Some regulators provide outcomes in lengthy documents (sometimes over 50 pages long) and use language difficult for members of the public to understand. It is important that communications with members of the public are suited to their individual needs and that they have support to understand what the outcome means.