Parliamentary and Health Service Ombudsman
Moving forward - Annual Report 2011-12

Formal investigations

Sometimes a closer look at a complaint shows that the issues involved are particularly complex or hard to solve. At other times, the complaint raises significant issues or indicates that there may be wider problems

Formal investigations
Investigation leads to change of Ofsted policy

Case Study: Investigation leads to change of Ofsted policy Read more

In such cases we will usually decide to conduct a formal investigation. The findings of our investigations can be reported to Parliament, sharing the issues at the heart of the complaint and the learning more widely, and contributing to public debate on important matters.

During 2011-12 we accepted 421 cases for investigation and concluded 410. Of those accepted for investigation, 93 cases covering 118 complaints were about government departments or agencies and 328 cases covering 400 complaints were about the NHS. We upheld in full or in part 79% of the complaints investigated about the NHS and 83% of complaints about government departments and agencies.

 

The government departments with the most complaints accepted for formal investigation were:

 
Ministry of Justice   29
including HM Courts & Tribunals Service 14
Home Office   24
including UK Border Agency 22
Department for Work and Pensions 20
including the Independent Case Examiner 9
HM Revenue & Customs 14
including the Adjudicator’s Office 6
Department for Communities and Local Government 8
including the Planning Inspectorate 7

 

The health bodies with the most complaints accepted for formal investigation were:

 
NHS hospital, specialist and teaching trusts (acute) 222
General practitioners 82
Primary care trusts 28
Mental health, social care and learning disability trusts 26
General dental practitioners 16
   
Case studies
Case studies

 

Our case studies show the wide range of issues we can look at and demonstrate how we make a difference to individuals and the wider public.

Read more