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Found 179 results
  1. Content Article
    The Parliamentary and Health Service Ombudsman (PHSO) makes final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations. They look into complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or has given a poor service and not put things right. They look into complaints fairly and the service is free for everyone. This leaflet gives an overview in to how the PHSO looks into complaints.
  2. Content Article
    The Parliamentary and Health Service Ombudsman (PHSO) make final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations. Not all complaints that come to the PHSO go through their whole process. The PHSO have a three-step process for dealing with complaints. This webpage outlines what happens when they receive a complaint, how they decide if they can investigate it and what to expect if they do.
  3. Content Article
    The Parliamentary and Health Service Ombudsman (PHSO) was set up by Parliament to provide an independent complaint handling service for complaints that have not been resolved by the NHS in England and UK government departments. This report look at how a man died after excessive wait for cancer treatment.
  4. Content Article
    A patients perspective on a clinical negligence claim by NHS Resolution.
  5. Content Article
    The Radio Ombudsman features full and frank conversations with special guests on a range of topics such as NHS investigations, good complaint handling and improving public services. Hosted by Parliamentary and Health Service Ombudsman Rob Behrens, it generates lively discussion and interesting ideas. The Ombudsman makes final decisions on complaints about government departments, other public organisations and the NHS in England.
  6. Content Article
    This guidance note is for general information purposes only. It is not exhaustive but does cover the essential elements needed for parties involved with pharmacy appeals.
  7. Content Article
    The Clinical Negligence Scheme for Trusts was established by the Regulations originally made pursuant to Section 21 of the National Health Service and Community Care Act 1990 and now under Section 71 of the National Health Service Act 2006 as amended by the Health and Social Care Act 2012. The Scheme is administered on behalf of the Secretary of State by the National Health Service Litigation Authority (the Administrator). Members are expected to have full knowledge of the Rules and by applying to become Members they are deemed to agree to be bound by them. Subject to the approval of the Secretary of State, these Rules may be amended from time to time by the Administrator.
  8. Content Article
    This document sets out the requirements for when and how a member should report a new claim to NHS Resolution. It also provides other useful information, such as what to expect once a claim has been reported and common definitions.
  9. Content Article
    This note provides guidance to those who may be approached to give a statement or evidence in court as a witness in a non-clinical claim case.
  10. Content Article
    This note provides guidance to those who may be approached to give evidence as a witness if you were involved in providing care and treatment to a claimant on behalf of a Trust.
  11. Content Article
    NHS Resolution has published research on the factors which lead patients to consider a claim for compensation when something goes wrong in their healthcare. Undertaken in partnership with The Behavioural Insights Team (BIT), the research considered the experience reported by 728 patients who agreed to participate in a survey, including 20 who volunteered for a subsequent in depth telephone interview with the BIT team.
  12. Content Article
    NHS Resolution's primary focus for the future is to resolve concerns fairly. They also have a duty to use what we know to help to prevent the same thing happening again. While they are not a patient safety body, they do have a unique contribution to make to the patient safety system.
  13. Content Article
    Healthcare provision in the NHS is very safe but, on rare occasions when things go wrong, it is important that those involved are properly informed and supported, compensation is paid fairly, unnecessary costs are contained and that we learn in order to improve.
  14. Content Article
    Report of handling of complaints by NHS hospitals in England by Ann Clwyd MP and Professor Tricia Hart.
  15. Content Article
    This independent review looked into the way NHS Wales handled concerns. The review was led by Keith Evans, the former chief executive and managing director of Panasonic UK and Ireland, and supported by Dr Andrew Goodall, Chief Executive, Aneurin Bevan University Health Board. A report was compiled making 109 recommendations.
  16. Content Article
    The distribution of malpractice claims among physicians is not well understood. If claim-prone physicians account for a substantial share of all claims, the ability to reliably identify them at an early stage could guide efforts to improve care. Using data from the National Practitioner Data Bank, Studdert et al. analysed 66,426 claims paid against 54,099 physicians from 2005 through 2014. The authors calculated concentrations of claims among physicians. They found over a 10-year period, a small number of physicians with distinctive characteristics accounted for a disproportionately large number of paid malpractice claims.
  17. Content Article
    Parliamentary and Health Services Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England, UK government departments and other public organisations.  Here is a selection of video case studies, commissioned by the Parliamentary Health Services Ombudsman, to highlight how they can help people who feel they have been let down by these services. 
  18. Content Article
    A moving and challenging short film about the Bowen family following the tragic death of five year old Bethany during ‘routine’ surgery and subsequent sudden death of father Richard aged 31, following the trauma of his daughter’s death and the ‘torture’ of the inquest. 
  19. Content Article
    Together with 28 organisations from across the dental sector, the General Dental Council (GDC) has developed a set of universal principles for handling complaints about dental professionals. The six core principles provide a simple template for best practice, helping professionals and patients to get the most from feedback and complaints, for the benefit of all.
  20. Content Article
    Action Against Medical Accidents (AvMa) is a UK charity for patient safety and justice. AvMA supports people affected by avoidable harm in healthcare; to help them achieve justice; and to promote better patient safety for all.
  21. Content Article
    The Citizens Advice provides advice on how to take legal action to get compensation for clinical negligence.
  22. Content Article
    Nick Wright co-founder of the Apology Clause campaign wrote an article on why organisations need to say sorry The law supports apologies. The Compensation Act 2006 says “an apology, an offer of treatment or another redress, shall not itself amount to an admission of negligence or breach of statutory duty”. However, too many organisations put their fear of legal ramifications over what they see as their moral obligations. They fear if they apologise properly they will leave themselves open to legal action. That refusal to do the right thing can have serious and lasting impact on victims. A clear apology can lift the burden that victims very often carry for a long time after a trauma. It can enable them to move on. To stop blaming themselves. To stop re-living the most agonising moment. To rebuild.
  23. Content Article
    NHS complaints advocacy service can help you if you, or someone you know, has not had the care or treatment you expect to receive from your NHS services and you want to complain. Advocacy is there to help you understand and go through the complaints process. Advocates will support you until you receive a satisfactory conclusion or until you no longer want advocacy support.
  24. Content Article
    This report by the Parliamentary and Health Service Ombudsman is about an investigation into the Care Quality Commission’s (CQC) regulation of the Fit and Proper Persons Requirement (FPPR), which requires NHS providers to ensure that their directors are ‘fit and proper’ to carry out their duties.
  25. Content Article
    This performance summary provides an overview of the work of NHS Resolution, including their purpose, key risks to achieving their objectives and a summary of activities they have undertaken over the past year. It sets out the activity to meet the four strategic aims outlined in their business plan for 2020/21.
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