PHSO: Promoting a just culture

Summary

This guide from the Parliamentary and Health Service Ombudsman (PHSO) sets out how to develop an organisation-wide culture that openly welcomes complaints and is accountable when mistakes happen. 

It explains how to embed the most important cultural values that encourage colleagues to do two things: 

• view complaints as a vital tool for getting feedback from the people who use your service
• use this feedback to improve colleagues’ and organisational performance. 

It also sets out what you can do to create a learning culture.