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Listening and Learning:

The Ombudsman’s review of complaint handling by the NHS in England 2011-12

Home
Site map

Site map

Home

Overview

	Foreword - Listening and Learning in a changing NHS
	Complaints about the NHS in 2011-12
	Sharing Information to help keep patients safe
	What does our casework tell us?

What our casework tells us

Poor complaint handling: lessons from our case files

Care by independent providers

Complaints about GPs

Statistics

	Reasons for complaints
	Complaint outcomes
	Complaints received
	Interventions
	Complaints accepted for investigation
	Complaints investigated and reported on
	Statistical tables by NHS body 2011-12

Getting it right

Listening and learning: good practice in complaint handling

	Investigating complaints
	Formal responses to complaints
	Making an apology
	Action plans
	Sharing learning from complaints

Complaint handling in the new NHS

Understanding what it means to be an NHS provider

Getting it right: our work in the new NHS

From our case files

	Sharing information with healthcare regulators
	The importance of explaining decisions properly
	The importance of making changes when things go wrong
	Compensating the patient appropriately
	Focusing on outcomes rather than process
	Avoiding duplication and reaching an outcome quickly
	Making big improvements after very serious failings
	Open and accountable

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