Parliamentary and Health Service Ombudsman Logo - Link to home page Spacer for design
Sitemap | Search     
Home Can the Ombudsman help you? Publications About us News Work for us Contact us Spacer line
spacer gif  Navigation triangle Publications
spacer gif  Navigation triangle Principles
spacer gif  Navigation triangle Reports
spacer gif  Navigation triangle Annual Report
spacer gif  Navigation triangle Leaflets
Hot links Navigation bar
Hot topics
Tools and related links bar
Cymraeg
Freedom of Information
Accessibility
Other Ombudsmen and complaint handlers
Feedback
Satisfied with our service?
 
 

Home > Publications > Annual Report > Annual Report 2007-08

Annual Report 2007-08: Bringing wider public benefit from individual complaints Navigation triangle Full Annual Report (pdf 1.46MB)

Navigation triangle Resource accounts 2007-08 (pdf 2.06MB) Navigation triangle Press release

Case studies and statistics featured in the Annual Report

Case studies Statistics

Case studies

Reference Subject of the complaint
Case study 1 Mistake over narrowboat led to housing benefit cut
Case study 2 Complaints process was not fully explained
Case study 3 Planning mistake contributed to closure of store
Case study 4 Delay on asylum decision caused distress and hardship
Case study 5 Personal circumstances not properly considered when demanding tax credit repayment
Case study 6 Wrong advice led to confusion about tax credit overpayment
Case study 7 Cessation of bank payments left income support claimant short of food
Case study 8 Inflexible application of incapacity benefit interest rule was unfair
Case study 9 Failure to refer widower for bereavement interview prevented benefit claim
Case study 10 Failure to address maintenance arrears led to financial hardship
Case study 11 Border and Immigration Agency took five months to correct simple mistake
Case study 12 Delay processing application caused woman to miss a funeral and wedding
Case study 13 Mishandled correspondence and delay caused stress and inconvenience
Case study 14 Intervention ended wait for foot appointment
Case study 15 Patient confidentiality was no reason to withhold response
Case study 16 Complaint about cancer treatment was not properly handled
Case study 17 Trust failed to update amputees on service improvements
Case study 18 Inadequate response to recommendations
Case study 19 Poor complaint handling led to GP’s retirement on health grounds
Case study 20 Serious failings highlighted need for review of care
Case study 21 Apology acknowledged failings in consent for breast surgery
Case study 22 Injustice in residential care
Case study 23 Delay in psychiatric assessment added to prisoner’s concern and distress

Back to top

Statistics

Reference Figure title
Figure 1 Top 5 departments by number of complaints received
Figure 2 Top 5 departments by number of complaints accepsted for investigation
Figure 3 Top 5 departments by number of complaints reported on
Figure 4 Top 10 types of health body or individual complained about (apart from the Healthcare Commission)
Figure 5 Health complaints accepted for investigation by type of body or individual
Figure 6 Health investigations reported on by type of body or individual
Figure 7 Joint investigations conducted during 2007-08
Figure 8 Enquiries by method of delivery
Figure 9 Top 5 Parliamentary bodies complained about in 2007-08
Figure 10 Top 10 types of health body complained about in 2007-08
Figure 11 Number of types of Top 10 types of health body complained about in 2007-08
Figure 12 Cases accepted for investigation and concluded in 2007-08 (case level)
Figure 13 Top 5 departments by number of complaints accepted for investigation in 2007-08
Figure 14 Health complaints accepted for investigation by type of body in 2007-08
Figure 15 Top 5 departments by number of complaints reported on
Figure 16 Health investigations reported on by type of body
Figure 17 Performance against service standards for Parliamentary and Health
Figure 18 Outcome of complaints investigated in 2007-08
Figure 19 Parliamentary complaints by body complained about in 2007-08
Figure 20 Distribution of continuing care health cases by Strategic Health Authority area in 2007-08 (case level)
Figure 21 Distribution of non-continuing care health cases by Strategic Health Authority area in 2007-08 (case level)
Figure 22 Distribution of health cases by Strategic Health Authority area in 2007-08 (case level)
Figure 23 Information requests resolved
Figure 24 PHSO's balanced scorecard

Back to top

Date created: 7 October 2008

  
     
Footer line

Privacy | © 2009 Parliamentary and Health Service Ombudsman Home |  Can the Ombudsman help you |  Publications |  About us |  News |  Work for us |  Contact us |  Feedback