How do people find out about our service?
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“Even if they did not further investigate they provided me with useful telephone numbers to contact to investigate the issue. They kept checking back with me to see how useful the phone numbers were.”
EnquirerOur research surveys ask people how they find out about our service. Unsurprisingly, providers of NHS services remain the main way in which people who want to complain about the NHS find out about our service. The Independent Complaints Advocacy Service (ICAS) – an advocacy service which helps people raise concerns about NHS care or treatment – also plays an important role in directing people to the Ombudsman: 9 per cent of enquirers and 19 per cent of complainants found their way to the Ombudsman through ICAS.
The internet is also an important tool in helping people find and get in touch with us: 16 per cent of enquirers and 9 per cent of complainants used Google or another search engine to find us. We are committed to ensuring that our website is easy to find and navigate for those wanting to know if we can help.
Members of Parliament also continue to play a key role in telling people about the Ombudsman. In total, 7 per cent of our enquirers and complainants found out about our service this way. This is because members of the public wishing to complain about a Government department or agency must be referred to the Ombudsman by a Member of Parliament.
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