We investigate complaints about the NHS in England, UK government departments and public bodies, including museums. Our service is free, fair and independent.
United Kingdom
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We’ve launched our new Strategy for 2026 to 2031.
Our focus: fair and impartial justice for individuals and real, lasting improvements across public services.
Read more: ombudsman.org.uk/strategy
ALT A telescope Our vision We deliver fair and impartial justice for individuals and drive improvements in public services for everyone
ALT An arrow hits a bullseye Our aims Impact To drive meaningful improvements and system-level changes in public services
ALT A person with a tick box Our aims User experience To provide an accessible, timely and person-centred complaints process
ALT A megaphone Our aims Awareness To be a recognised and influential voice in improving public services
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We've published our report about failings in @DWP’s communication of changes to #StatePensionAge.
You can read the report on our website: ow.ly/Ltel50FzAEc
#50sWomen
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We found failings in the way @DWP communicated women’s #StatePensionAge changes. We will now consider the impact of these failings and what action should be taken next.
Read our report: ow.ly/QBAz50FAkNn
#50sWomen
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"Parliament now needs to act swiftly and make sure a compensation scheme is established."
CEO @RJHilsenrath comments on our investigation which found DWP failed to adequately communicate changes to women's State Pension age.
Read more: orlo.uk/tDCSS
ALT Quote from PHSO CEO Rebecca Hilsenrath: “Complainants should not have to wait and see whether DWP will take action to rectify its failings. Parliament now needs to act swiftly, and make sure a compensation scheme is established. We think this will provide women with the quickest route to remedy.”
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We analysed over 1,000 pages of evidence during our investigation which found failings in the way DWP communicated changes to women's State Pension age.
We're urging Parliament to intervene and identify a way to provide compensation to those affected.
orlo.uk/hRJmy
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Our report out today highlights that @DWP delayed writing to women about changes to the #StatePensionAge. It should have written to the women affected at least 28 months earlier than it did.
Read more: ow.ly/32al50FzCiZ
#50sWomen
ALT After a detailed investigation, we have found that DWP failed to act quickly enough once it knew a significant proportion of women were not aware of changes to their State Pension age. It should have written to the women affected at least 28 months earlier than it did.' Amanda Amroliwala, CEO, PHSO
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We are continuing our investigation into DWP’s communication of changes to women’s state pension age. Please visit our website for further info: ombudsman.org.uk/complaints-…
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We have now completed and closed stage two of our investigation into the way the Department for Work and Pensions (DWP) communicated changes to women’s State Pension age.
Visit our website to find out more: ombudsman.org.uk/complaints-…
ALT Image caption: Complaints about communication of changes to women's State Pension Age
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Defensive NHS culture "leads to a perception that organisational reputation and professional reputation are more important than patient safety."
Ombudsman @RobBehrens1884 spoke to @bmj_latest about why NHS culture change is essential.
Read more: bmj.com/content/383/bmj.p274…
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We've published stage two and three of our investigation into complaints about the communication of changes to women's State Pension age.
We are presenting this to Parliament and asking it to intervene and identify a way to provide appropriate remedy.
orlo.uk/5ACtR
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"Too many leaders are interested in preserving the reputation of their organisation, rather than listening to citizens."
Ombudsman @RobBehrens1884 warns that hospitals are covering up serious mistakes in patient care.
Read more in @thetimes (paywall): thetimes.co.uk/article/medic…
ALT Image of Ombudsman Rob Behrens with caption: "Medical records changes as hospitals cover up mistakes, watchdog warns"
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We've published an update on our investigation into failings in DWP's communication of changes to #StatePensionAge.
Visit our website to find out more: ow.ly/bjs250KjSeN
ALT Image caption: Complaints about communication of changes to women’s State Pension age
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"Listening when things go wrong is the very least patients should expect."
In our blog for #WorldPatientSafetyDay, Director of Strategy @K_Eisenstein says safe care needs patient voices, but is the NHS ready to listen?
Read more: ow.ly/Ts7E50PMkq1
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Today we’re presenting the findings from our new report 'Broken trust: making patient safety more than a promise'.
The report examines cases where patients died due to avoidable errors & sets out how we can #PatientSafety more than just a promise.
ow.ly/K4yE50P05AG
ALT Broken trust: making patient safety more than just a promise
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Following the High Court ruling, we have written to our sample of complainants to see if they are happy with our revised proposal to investigate their #complaints about changes to the state #pension age for women. Find out more: ow.ly/cH8M50xWkZs #womenspensions
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Update: Complaints about communication of changes to women’s State Pension age.
We have shared our provisional views with complainants, their MPs and the DWP.
We carefully analysed over 650 pieces of evidence to make sure our findings are robust.
ombudsman.org.uk/complaints-…
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Many thanks to @willcpowell for coming to talk to us today, sharing a deeply moving account of son Robbie’s avoidable death & his 28-year struggle for the truth. The Ombudsman reiterated his support for a focused inquiry addressing allegations of cover-up & lessons to be learned.
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We will now consider the impact of these failings, and what action should be taken to address them.
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Tonight’s @BBCPanorama highlights how vital it is for #NHS Trusts to be transparent and learn from mistakes. This cannot happen if failings are buried. #BBCPanorama #DutyOfCandour
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#MeetPHSO @JamesTitcombe tells delegates: 'We need an NHS
where we don’t blame people for human error but we do act quickly. We need to
separate complaints from serious patient safety incidents, which shouldn’t be
going through the complaints system
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"#PatientSafety is not held in as high esteem as the reputation of the trust."
@RobBehrens1884 discusses a report into how a mental health trust mismanaged its mortality figures, which was edited to remove criticism of its leadership.
Watch on Newsnight: ow.ly/9yHc50PFNbp
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#WorldPatientSafetyDay is an opportunity to shine a light on creating a 'learn not blame’ culture as an essential step towards improving #PatientSafety. To do this, learning & accountability must go hand-in-hand says @K_Eisenstein in our latest blog: ow.ly/18QV50wbBf8
#FTSU
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Women’s State Pension age: our findings on injustice and associated issues discussed on @BBCRadio4 #AnyQuestions today.
We’re calling on Parliament to act swiftly to compensate #50sWomen affected.
Read more about our investigation: ombudsman.org.uk/complaints-…
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Good to see how @LGH_SPFT is empowering patients to lead on their care by calling them service leaders rather than service users. Ward tours at Langley Green Hospital today showed how feedback from service leaders and carers is central to shaping changes in care provision.
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We'll be appearing before @CommonsWorkPen on 7 May to answer questions about our investigation into complaints about communication of changes to women's State Pension age and associated issues.
Find out more and watch live 👇
🕛 12.05pm, Tuesday
We'll be examining the report on women's State Pension age, recently published by the Parliamentary and Health Service Ombudsman @PHSOmbudsman
Learn more and watch live: committees.parliament.uk/eve…
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“Nobody should feel that they're a nuisance for making a complaint.”
Dr Bill Kirkup discusses how the health service should change their approach to handling complaints in the latest Radio Ombudsman podcast.
Listen: soundcloud.com/user-88900859…
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"We cannot have a situation where people don't want to complain because they don't want to cause trouble."
@RobBehrens1884 talks to @SkyNews about the results of our NHS #MentalHealth survey.
Read more about the survey: bit.ly/37Fvxht
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“The big need is to change the culture from being defensive to majoring on patient safety."
Ombudsman @RobBehrens1884 spoke to @GranadaReports about his letter to the Health Secretary asking for a wider review into the culture and leadership in the NHS.
itv.com/news/granada/2023-08…
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We've been working with partners across the health sector to create a single set of standards for the NHS to follow when responding to #NHSComplaints.
But what do you think it should it look like? Have your say in the public consultation starting next week!
#MakeComplaintsCount
ALT Complaint Standards Framework for the NHS. Public consultation begins on 15 July 2020. Have your say to #MakeComplaintsCount.
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Calling all doctors! 🩺 📢
We're trying to better understand whether the current DNACPR process works, or if changes are needed to help support you during these critical decisions.
Our latest survey invites you to share your experience of DNACPR: ow.ly/YCR950OZ4oC
ALT A clipboard with a pen. Caption: Take part in our DNACPR survey. Closing date - 21 July.
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A seriously ill woman’s complaint has uncovered a DWP error which halved her benefits for five years.
The same error has affected at least 118,000 people with disabilities and health problems.
Read about our investigation: ow.ly/pIbi50Ht1vR
#DeniedCompensation
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Four things you can do as a leader to create a culture that values and learns from complaints:
1. Create a culture of #LearnNotBlame
2. Avoid a concern becoming a complaint
3. #MakeComplaintsCount
4. See the bigger picture
Find out more: ow.ly/7m2B50xPZmy
#FTSU
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Ombudsman Rob Behrens visited @NCAlliance_NHS Pennine Acute Hospital NHS Trust today and found the leadership of the paediatric ward to be inspirational.
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Today we begin to routinely publish PHSO casework decisions on our website.
The findings from our investigations will help the #NHS and government bodies drive improvements in their services and #MakeComplaintsCount.
Read our blog to find out more: ow.ly/l37d50EA3T5
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Our latest report sheds light on people complained to us about the #sepsis care they’ve received.
We found that delays, lack of communication and poor follow-up all contributed to failings.
Read more: ow.ly/OQAy50Q0aHS
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A seriously ill woman’s complaint has uncovered a DWP error which halved her benefits for five years.
The same error has affected at least 118,000 people with disabilities and health problems.
Read about our investigation: ow.ly/pIbi50Ht1vR
ALT Over 118,000 people denied compensation from DWP after benefits error cut payments
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There were 67,400 severe harm #PatientSafety incidents in the #NHS in the last year, says @DonaldsonLiam at #LSEPHSO lecture on ‘Avoiding the avoidable’.
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The new and improved #NHSComplaints Standards are published today.
They set out how NHS organisations should approach complaint handling to #MakeComplaintsCount.
Find out more: ow.ly/pghm50Ec7am
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Ombudsman warns urgent action is needed as lessons ‘not learned’ from #sepsis failings.
@RobBehrens1884 told @itvnews "the NHS needs to listen to patients and their families when they raise concerns. It needs to be sepsis aware."
Read more: itv.com/news/2023-10-25/less…
ALT Ombudsman Rob Behrens talks to ITV news.
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Today we publish a report on complaints about NHS Continuing Healthcare. It includes evidence-based recommendations to help the system improve so that people get the care they are entitled to.
Find out more: ow.ly/Or5N50Cb4dH
#NHSCHC #ContinuingHealthcare #CHC
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Saying sorry meaningfully when things go wrong is the moral and right thing to do. It is vital for everyone involved in an incident, including patients and staff.
@NHSResolution has helpful guidance on why, when and how to say sorry: ow.ly/PdSS50DZYsE
#DutyOfCandour
#NHS
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Throughout the #LucyLetby trial we heard that clinicians repeatedly raised concerns and called for action but nobody listened. NHS culture and leadership must improve so staff and patients' voices are heard and acted on, says @RobBehrens1884.
Read more: ow.ly/CkFh50PBkel
ALT "We need to see significant improvements to culture and leadership across the NHS so the voices of staff and patients can be heard, both with regard to everyday pressures and mistakes and, very exceptionally, when there are warnings of real evil." Rob Behrens, CBE, Parliamentary and Health Service Ombudsman commenting on the verdict in the Lucy Letby trial.
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Vulnerable people are “losing their #HumanRights when put in difficult situations where they had no control".
Ombudsman @RobBehrens1884 warns that the human rights of #MentalHealth patients are being violated amid care crisis.
Read more @Independent: independent.co.uk/news/healt…
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Ombudsman @RobBehrens1884 says that government departments are covering up serious wrongdoing and “fobbing off” people who complain about negligence and mistakes in his interview with @thetimes
Read more: ow.ly/o97050JfjuT
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The #NHS is failing patients with #MentalHealth problems. Our #MaintainingMomentum report underlines the need for radical improvement & urges leaders to maintain focus on realising the Five Year Forward View: ow.ly/doSl30j3PiU
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More babies face harm unless NHS ends ‘defensive leadership’ says @RobBehrens1884 in exclusive @guardian interview on #LucyLetby, as he calls for urgent change in ‘unacceptable’ attitudes to whistleblowing:
theguardian.com/society/2023…
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Congratulations to former Ombudsman Rob Behrens CBE on receiving a knighthood in the King's Birthday Honours. Rob was recognised for his efforts to improve #PatientSafety and drive cultural change in the NHS. Very well deserved! 👏
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Today we and @NHSResolution launch a new guide for #NHS staff who manage complaints and/or claims. It explains our roles and how we work together to resolve NHS complaints and compensation claims. Download a pdf (344kb) here: ow.ly/O2BK50krQRm #ComplaintsHandling
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Help shape future NHS complaint handling!
With health sector partners, we've created a single set of standards for responding to #NHSComplaints and we'd like to know what you think.
💬 Have your say in the public consultation starting tomorrow (15 July). #MakeComplaintsCount
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Ombudsman @RobBehrens1884 has announced his resignation from the European Ombudsman Institute after it was found that the organisation supported the illegal deportation of Ukrainian children from Austria to Russia.
Read more: ow.ly/zTpV50NzYFw
ALT Image includes copy of quote from Rob Behrens available on website
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Ombudsman Rebecca Hilsenrath has called on NHS leaders to radically overhaul the health service's culture and listen to those it fails.
Read more in the @Telegraph: orlo.uk/n9wya
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Windrush man wrongly classified as illegal immigrant left destitute for a year. @ameliagentleman of @guardian reports on our recently published #Windrush case that found failings at UK Visas and Immigration: theguardian.com/uk-news/2020…
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🏥@RobBehrens1884 speaking about our Broken trust report at the @HSJptsafety conference today #HSJPatientSafety You can read the report on our website: ombudsman.org.uk/publication…
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MPs are currently responding to a statement on the Ombudsman's report on women born in the 1950s who were affected by failings in communication about State Pension age change.
Watch on parliamentlive.tv: parliamentlive.tv/Event/Inde…
ALT MP in the House of Commons.
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We are delighted to announce our Expert Advisory Panel:
➡️ Dr Bill Kirkup
➡️ @JamesTitcombe
➡️ Suzy Ashworth
➡️ Dr Nick Coleman
The panel will challenge & support our work to make sure we are providing the best possible service. Find out more: ow.ly/O1kW50wQdYQ
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➡️ NEW survey published today
Our #MentalHealth survey found 1 in 5 people did not feel safe while under the care of NHS mental health services in England.
Read the press release: ow.ly/9xVl50ypCy8
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"Those who lost their children deserve to know... how it was that doctors were not listened to... Good leadership always listens, especially when it’s about patient safety."
@RobBehrens1884 comments on the Lucy Letby verdict : ow.ly/W7zo50PAOTe
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Our joint letter with @OmbudsmanWales clearly sets out the case for a proper public inquiry into the tragic death of Robbie Powell.⬇️
Pls RT
I've received a joint letter from @RobBehrens1884 & @OmbudsmanWales setting out Robbie's extraordinarily strong case & why a public/independent inquiry is justified into the 30yr State cover up!
The letter has been copied to the Chairmen of @CommonsPACAC & @CommonsHealth
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By law, we investigate in private. We ask people to respect the confidential nature of our work and not to share information while the investigation is ongoing.
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Mental health patients are being failed when they leave care, warns Ombudsman.
Our latest report examines how #MentalHealth patients are getting stuck in a continuous revolving door of care & discharge, and what needs to be done to stop this.
Read more: ow.ly/szIH50QwE4n
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"Eating disorders are urgent problems and unless taken seriously, people do die. But they don't need to. People can get better."
Our CEO @RJHilsenrath called for action to end avoidable deaths of people with eating disorders on @BBCr4Today.
🎧 from 53m: bbc.co.uk/sounds/play/m001xw…
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Despite awareness of #sepsis increasing over the last ten years, we're still seeing complaints where we find someone has died from sepsis because they did not receive the right care at the right time.
Here's a reminder of what to watch out for from @UKSepsisTrust #WorldSepsisDay
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Henrietta Hughes, @PSCommissioner, warns that NHS patients are too often ‘fobbed off’ and that ‘women sounding the alarm were ignored’ in the @Guardian.
She highlights our investigation which found that doctors failed to diagnose a woman’s colon cancer for a year.
Read more 👇
From contaminated blood to birth trauma, how female NHS patients’ concerns are ignored theguardian.com/society/arti…
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October is @NatGuardianFTSU #SpeakUpMonth. This is a really important campaign that we're keen to support. We all have a duty to create a more open culture in the health service. Watch Rob Behrens' video message:
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Our latest report examines cases where patients died due to avoidable errors.
We’re calling for urgent action from the Government to make #PatientSafety more than just a promise and protect families who’ve suffered tragedies following avoidable deaths.
ow.ly/7HZf50P3KQU
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Rachelle applied to the #WindrushCompensationScheme after 13 years of supporting her father to prove his right to live in the UK.
We found the Scheme didn't consider all the evidence when making its offer and as a result it increased the amount.
orlo.uk/gM0IK
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As 2021 comes to a close, we wanted to share some of the reports we published this year:
- The Art of the Ombudsman: ombudsman.org.uk/publication…
- Women’s State Pension Age: ombudsman.org.uk/news-and-bl…
- HS2: ombudsman.org.uk/news-and-bl…
- Windrush: ombudsman.org.uk/publication…
ALT Looking back at 2021: Read our reports from this year
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Today, we've published an investigation that found a six-month-old baby died because his heart defect was not diagnosed and treated, despite multiple opportunities to do so. #LearningFromDeaths ow.ly/9XYw50xCpjO
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Today we are launching our new clinical standard – the Ombudsman’s Clinical Standard. Find out more: ow.ly/gUuk30loY6Q
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This afternoon our CEO @RJHilsenrath spoke to @ChrisMasonBBC about our investigation which found DWP failed to adequately communicate changes to women's State Pension age.
Tune into BBC News this evening for more.
ALT Rebecca speaking to BBC's Chris Mason
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For our next #RadioOmbuds podcast we'll be talking to Claire Murdoch, National Director for #MentalHealth @NHSEngland about driving improvements in mental health care to deliver on the Five Year Forward View. If you have questions for Claire, tweet us by 5pm on Friday.
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"Being shocked is not enough. We have to create a learning culture within the NHS."
Ombudsman @RobBehrens1884 explained to @bbcbreakfast that the lives of cancer patients were being put at risk by an over-stretched health service.
Read more: ow.ly/ZVYs50QPmGR
ALT Ombudsman Rob Behrens on BBC Breakfast.
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#BarredFromJustice: vulnerable people locked out of #LegalAid to challenge unlawful deportation orders, Ombudsman finds.
Read the full story: ow.ly/PqQW50GEtFY
@LawCentres
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The NHS must do more to accept accountability and learn from mistakes when there is serious harm or loss of life.
Our latest report sets out what needs to happen to make #PatientSafety more than just a promise.
Read more: ow.ly/nn6c50P2y3H
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Today we publish a report on complaints about #NHS #imaging.
It includes evidence-led recommendations to help the health system improve so that patients consistently receive high-quality and safe care.
Read it here: ow.ly/ApcX50FqXCe
#LearningFromMistakes
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Great to take part in the @OmbudAssoc seminar today, discussing how best to reach people less likely to complain.
ALT PHSO and Ombuds Association colleagues at today's seminar
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“Too often the wellbeing of women and babies is put at risk by a lack of safe, effective, and compassionate care.”
@RobBehrens1884 comments on the case of a woman who was left ‘confused and terrified’ after doctors failed to realise she was in labour.
ombudsman.org.uk/news-and-bl…
ALT Quote from Ombudsman Rob Behrens: “Too often the wellbeing of women and babies is put at risk by a lack of safe, effective, and compassionate care.”
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How can health and social care leaders create a #JustCulture where mistakes lead to learning and improvement?
We'll be exploring this and more at a virtual conference we're co-hosting with @TheKingsFund in September.
More details: ow.ly/KFK550F9Ize
#PatientSafety
ALT Buildling a culture of learning and accountability: learning from when things go wrong. Join us for four half-days from Monday 13 September.
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A report into how a mental health trust mismanaged its mortality figures was edited to remove criticism of its leadership.
Ombudsman @RobBehrens1884 will be discussing this, and findings from our recent investigations into avoidable deaths, on tonight's @BBCNewsnight 👇
Norfolk and Suffolk NHS trust deaths report 'watered down to spare bosses' bbc.in/45JE8OI
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"Listening when things go wrong is the very least patients should expect."
In our latest blog, Director of Strategy @K_Eisenstein says safe care needs patient voices, but is the NHS ready to listen?
Read more: ow.ly/Ts7E50PMkq1
ALT New blog from Kate Eisenstein: Safe care needs patient voices. Is the NHS ready to listen?
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A mother's seven-year fight for justice after her son died under #MentalHealth care @itvnews. Our report found systemic failure to tackle repeated & critical failings over an unacceptable period of time, & #MissedOpportunities to ensure #PatientSafety: ow.ly/gWih50uCZFD
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#MarthasRule would give patients and loved ones concerned about their care the right to call for an urgent second clinical opinion. We fully support this bolstering of patient voice as a move to reassure parents, carers and patients, and save lives.
Health Secretary Steve Barclay says he will explore the plea of parents calling for "Martha's rule" to make it easier for patients to receive an urgent second medical opinion in hospital.
Dr Ron Daniels from the UK Sepsis Trust spoke to #BBCBreakfast
bbc.co.uk/news/health-667054…
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The NHS must do more to accept accountability and learn from mistakes when there is serious harm or loss of life.
Our latest report sets out what needs to happen to make #PatientSafety more than just a promise.
Read more: ow.ly/nn6c50P2y3H
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Tomorrow we publish the new and improved #NHSComplaints Standards. Thanks to everyone who took part in our public consultation on the Standards.
Read our blog to find out how your feedback helped to #MakeComplaintsCount: ow.ly/IO3y50EaYsR
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To mark #OmbudsDay we have published a report about the shared challenges ombudsman organisations around the world are facing due to the #Covid19 crisis. Read the report and find out how organisations are adapting to respond to these challenges: ow.ly/G0df50BJQka
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Ombudsman @RobBehrens1884 spoke about how the NHS Complaint Standards help to set out a clear and consistent approach to complaint handling at today’s @PEN_News Patient Experience Network National Awards #PENNA23 @unibirmingham #NHSComplaints
ALT Man standing on a stage at a lectern talking into a microphone.
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Our investigation found that a young woman's tragic death from #anorexia would have been prevented had the #NHS provided appropriate care & treatment. Read more: ow.ly/E3cJ30h50yO
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The NHS must do more to accept accountability and learn from mistakes when there is serious harm or loss of life.
Our latest report sets out what needs to happen to make #PatientSafety more than just a promise.
Read more: ow.ly/nn6c50P2y3H
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Our new report sheds light on the expectant and new mothers who have been failed by #MaternityServices.
It features stories from mothers who’ve been put at risk, and practical advice for those who find themselves in a similar position.
Read more: ow.ly/nJ2R50NtthA
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Today is #OmbudsDay! The theme is Ombuds: Unusual name. Important service.
To mark the day @OmbudAssoc members are sharing why they think Ombuds provide an important service. Here’s what Parliamentary and Health Service Ombudsman @RobBehrens1884 says:
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.@JamesTitcombe references our Broken trust report on avoidable harms and #PatientSafety at @HSJptsafety conference today.
You can read the report on our website: ombudsman.org.uk/publication…
ALT https://www.ombudsman.org.uk/publications/broken-trust-making-patient-safety-more-just-promise-0
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We’re calling for urgent improvements to the way DNACPR decisions are made and communicated so doctors, patients and their loved ones can make informed choices about #EndOfLife care.
Read our latest report: ow.ly/LsuP50QSXHx
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Today is international #OmbudsDay!
Watch @RobBehrens1884 explain why ombudsman organisations are more important than ever.
👉piped.video/D3IEyYfY1ZA
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“We didn’t lose a baby. We lost a whole life - her first steps, her first words, her first day at school.”
We found a catalogue of failings in maternity care that led to the death of Carly and Haydn's baby daughter.
Read more: orlo.uk/hqlXI
ALT Image of Haydn and Carly. Caption: "Serious maternity care failings led to the death of Carly and Haydn’s baby daughter."
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Saying sorry meaningfully when things go wrong is the moral and right thing to do. It is vital for everyone involved in an incident, including patients and staff.
@NHSResolution has helpful guidance on why, when and how to say sorry: ow.ly/PdSS50DZYsE
#DutyOfCandour
#NHS
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Great to see the #Ombudsman get a mention in series 4 of #TheCrown but it shows just how outdated the need to come to us via an MP is.
40 years on, this continues to be a barrier to people getting justice when they’ve been failed by public services: ow.ly/LTc150Cod79
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⭐NEW REPORT⭐
The first annual Ombudsman’s Casework Report out today includes cases we closed in 2019 about:
➡️ UK government departments & public organisations
➡️ NHS services in England
➡️ mental health services in England
Read it here: ow.ly/Zmrb50yCWHx
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We’re calling for urgent action from the Government to make #PatientSafety a priority and protect families who’ve suffered tragedies following avoidable deaths.
Our latest report examines cases where patients died due to avoidable errors: ombudsman.org.uk/publication…
🔴 A “culture of cover-up” is leading to avoidable NHS deaths, with hospitals unable to learn from their mistakes, the Health Ombudsman has warned telegraph.co.uk/news/2023/06…
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New @gransnet survey reveals 51% of respondents find it difficult to complain about older relative’s hospital care: ow.ly/ZdRn30eserU
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Good complaint handling means:
1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvement
Read our Principles of Good Complaint Handling: ow.ly/RGyO30gOctc
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Read Ombudsman Rob Behrens’ interview about paitent safety in today’s The Times.
He said: “Patient safety is being put at risk by the toxic behaviour of doctors in the NHS.”
Patient safety is being put at risk by the “toxic” behaviour of doctors in the NHS, the health ombudsman has said ⬇️ thetimes.co.uk/article/toxic…
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