We used these visits to discuss information about the numbers and types of complaints brought to us about their services, and to understand what they are doing locally to resolve more complaints without the need for our involvement. We also used the opportunity to suggest areas for improvement and to assure ourselves that they are addressing any patterns emerging in complaints to us.

We shared our learning expertise on a national level too. In June 2011 Ann Abraham gave evidence on the NHS complaints procedure to the public inquiry into the Mid-Staffordshire NHS Foundation Trust.

Also, we shared our expertise in good administration and our learning from casework with key stakeholders by responding to a number of consultations throughout the year. These include consultations by the Law Commission, the Department of Health, the Care Quality Commission, Monitor, the General Medical Council, the Department for Work and Pensions, the Equality and Human Rights Commission and the Cabinet Office.

Moving forward

We want to do more to  use the lessons learnt from complaints to work with Parliament, regulators,  public service providers and others to help improve public service delivery.