How do people find out about our service?
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‘Although they couldn't help, they passed on three possible sources who could assist.’ (Enquirer)
‘They pointed me in the direction of the relevant people to speak to, which was helpful.’ (Enquirer)
‘They were easy to get on with, sympathetic, and everything I wanted them to be.’ (Review customer)
Our 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: 22 per cent of all enquirers and 20 per cent of all complainants found their way to the Ombudsman through an NHS hospital, doctor or PCT.
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: 7 per cent of all enquirers and 15 per cent of all complainants found their way to the Ombudsman through ICAS.
The internet is an increasingly important tool in helping people find and get in touch with us: 18 per cent of enquirers (16 per cent in 2010-11) and 9 per cent of complainants (unchanged from 2010-11) 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 (MPs) also continue to play a key role in signposting people to the Ombudsman. In total, 6 per cent of our enquirers and complainants found out about our service through an MP.Amongst those with a parliamentary complaint, 17 per cent of enquirers and 26 per cent of complainants learnt about the Ombudsman through their MP. This is to be expected, as members of the public wishing to complain about a government department or agency must be referred to the Ombudsman by an MP.
How customers find out about our service
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