9.6.1.4 Handling Systemic Cases

The ability to identify and address systemic issues is a key indicator as to whether an established institution has matured.

Having a database to handle information about the case management system will ease the task of identifying systemic cases, but specialised training and expertise is also required, as is a process of data analysis and review that supports the identification of such cases.

The simple questions to ask are:

• Has the organization identified systemic cases?
• Have any been systemic investigations been undertaken?
• What organizational strategies exist to address them? E.g. structuring distinct units or departments for thematic areas (see Chapter 8), launching own motion complains or pooling cases.

Many institutions have the capacity to launch 'own-motion' complaint investigations. Others may have the authority to undertake public enquiries. Either authority may be particularly useful in dealing with systemic issues that come to light either through the complaint handling process or the monitoring that an institution engages in.

One strategy for dealing with such cases is to pool them. This might mean actually putting the cases together and investigating them as if they were one. Alternatively, it may mean deciding to investigate one case as a lead or pilot case and using the findings to attempt to resolve all cases.