Awareness
We will:
- maximise our role as a parliamentary body to support scrutiny and inform public debate
- reach, support and share the experiences of underrepresented complainants, working with partners and using targeted communication channels
- create a clear, recognisable identity within the justice landscape, so that people know we provide individual redress and drive improvements in public services.
Awareness of our service and confidence to complain varies across different groups and factors, and some groups and communities experience public services differently. For example, a recent report has highlighted that Black women in England are still facing poorer outcomes in their maternity care.
We want people from all backgrounds to access our service when they need it, feel able to raise concerns, and believe they will be heard. We collect information about peoples’ demographics (such as their age, ethnicity and gender) when they bring a complaint to us to better understand who uses our service, reach underrepresented groups, and identify emerging issues earlier.
An investigation into the avoidable death of a man with disabilities
An investigation by the Ombudsman found a 45-year-old man with disabilities could still be alive if he had been given antibiotics earlier. His disabilities meant he had difficulties communicating with staff and was reliant on clinicians to give him the right treatment at the right time. The investigation highlighted issues in sepsis awareness and the importance of listening to patients and their families, particularly if a patient has difficulties communicating. We recommended the Trust acknowledge their failings and apologise. We also recommended the Trust make an action plan to prevent the same thing from happening again and pay the man’s mother a financial remedy, which the Trust agreed to comply with.
By using different communication channels, we can raise awareness of emerging issues that may affect specific communities or regions and promote public service improvements that better reflect the needs of a diverse population. This will help to build trust and our understanding of the lived experience of people who may find it challenging to access justice.