Improving public services
The Ombudsman aims to bring benefits to the wider public through influencing improvements in public services and informing public policy.
Our second key objective is to offer a wider public benefit: to share the lessons learnt from complaints to help improve the way public services are provided.
We want to be open and clear, with both complainants and public bodies within the Ombudsman’s jurisdiction about what we expect when public bodies deliver services and the questions we ask in deciding whether maladministration and service failure have occurred. In particular, we want public bodies to understand the expectations we have of them and how we will approach complaints.
In this section, you can read the Ombudsman’s Principles, which outline the approach we believe public bodies should adopt when delivering good administration and customer service and how to respond when things go wrong. You can access the Ombudsman’s reports to Parliament and find out more about her expectations about the way complaints are managed in the NHS.