Crucial throughout the entire NCE management process is communication. Information regarding quality problems or non-conforming events needs to be disseminated to those directly responsible for the outcome of the services.
Be sure to communicate early and often during each phase of the CAPA process. Those performing investigations into NCEs will likely have to ask many questions and request records as evidence, while the employees are continuing their routine duties. Explaining the process and how it is conducted will hopefully alleviate resistance and roadblocks.
Unannounced visits to departments are usually not welcome, so giving notice prior to investigation, verification, and training events will likely ensure cooperation.