PHSO Briefing. Learning from complaints: insights from NHS trust leaders (27 May 2026)

Summary

This Parliamentary and Health Service Ombudsman (PHSO) short paper shares insights from senior leaders at NHS trusts across England on how they handle complaints, what complaints reveal and how they use that learning to make improvements. 

It draws on conversations with NHS trust leaders and covers themes including: 

• leadership and complaints culture 
• rising complaint volumes and the patient-clinician relationship 
• defensive culture and its impact on behaviour 
• the role of regulation in supporting improvement 
• prioritising patient experience 
• digital transformation and patient-centred design. 

The findings highlight good practice and persistent challenges, with a shared message that patient experience must remain central to improvement in care and patient safety across the NHS.