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Found 178 results
  1. Content Article
    The NHS complaints procedure is the statutorily based mechanism for dealing with complaints about NHS care and treatment and all NHS organisations in England are required to operate the procedure. This annual collection is a count of written complaints made by (or on behalf of) patients, received between 1 April 2017 and 31 March 2018 .
  2. Content Article
    PHSO – Labyrinth of Bureaucracy is the follow-up report to the November 2014 Patients Association report on the Parliamentary and Health Service Ombudsman, The ‘Peoples’ Ombudsman – How it Failed us.
  3. Content Article
    An effective complaints system is a vital part of high-quality health and social care, helping services and individuals learn how to do better when things don't go according to plan. For people to speak up about their concerns, they need to be confident that the system will act in response. In order to build the trust the NHS needs to consistently demonstrate that they are taking people's complaints seriously. This report investigates how well NHS trusts across England communicate about their work on complaints and whether current effort are sufficient to build that public trust.
  4. 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.
  5. Content Article
    If you have suffered a diathermy burn during surgery, you will probably have a number of questions that need to be answered. For example, why did you wake up from surgery with a burn on your skin? Is this the fault of your surgeon? And is there any action you can take?
  6. Content Article
    The Parliamentary and Health Service Ombudsman (PHSO) were 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. They share findings from casework to help Parliament scrutinise public service providers. They also share their findings more widely to help drive improvements in public services and complaint handling. Miss K complained to the PSHO about the care and treatment that her son, Baby K, received at the Trust in November 2015. She said that the Trust failed to act following various checks on Baby K, and it failed to escalate his care in line with the seriousness of his condition and he died as a result. Miss K also complained about the Trust’s handling of her complaint.
  7. Content Article
    This is the report of the Parliamentary and Health Service Ombudsman (PHSO) second investigation into the Care Quality Commission’s (CQC) regulation of the Fit and Proper Persons Requirement (FPPR). Rob Behrens wrote to Dr Sarah Wollaston MP and Chair of the Health and Social Care Select Committee to share the findings from the report. He underlines the need for reform of the FPPR system and for the recommendations from the Kark review to be swiftly implemented. 
  8. Content Article
    Mark Stuart spent five days in agony and died following a catalogue of failings by NHS staff. His parents say they have been battling for answers for four years.  They tell their story to BBC News.
  9. Content Article
    This report from the Parliamentary Health Service Ombudsman (PHSO) explains the findings of their research, highlights the issues they have identified and sets out the action they believe needs to be taken to improve the quality of NHS investigations.
  10. Content Article
    The Parliamentary and Health Service Ombudsman (PHSO) use clinical advice as a key source of evidence to inform their thinking in around three quarters of their health investigations. It is crucial that they commission and use clinical advice correctly. It is also important that those involved in a complaint understand and have confidence in the way it has informed decisions. To meet a commitment they made in their new strategy for 2018-21, the PHSO carried out a major review of the way they use clinical advice when they investigate NHS complaints. 
  11. Content Article
    The principles and values of the NHS in England, and information on how to make a complaint about NHS services.
  12. 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.
  13. Content Article
    Report of handling of complaints by NHS hospitals in England by Ann Clwyd MP and Professor Tricia Hart.
  14. 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.
  15. 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. 
  16. 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.
  17. Content Article
    The Citizens Advice provides advice on how to take legal action to get compensation for clinical negligence.
  18. Content Article
    This is the Freedom to Speak Up Guardian job description. Use it for reference or for a template to advertise for a Freedom to Speak Up Guardian in you trust/sector.
  19. 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.
  20. 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.
  21. 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.
  22. Content Article
    A patients perspective on a clinical negligence claim by NHS Resolution.
  23. 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.
  24. 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.
  25. 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.
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