Annual report 2020-21: celebrating success in a challenging year
19 July 2021
2020-21 saw the Parliamentary and Health Service Ombudsman (PHSO) reach the end of our three-year corporate strategy. In the context of the unprecedented challenges brought about by the pandemic, we achieved most of our strategic aims. This is testament to...
The Art of the Ombudsman: Leadership through International Crisis
26 May 2021
Today I have the privilege of sharing our new study, The Art of the Ombudsman: Leadership through International Crisis, with colleagues at the International Ombudsman Institute World Conference. By late 2020, COVID-19 had claimed more than 1.8 million lives worldwide...
Our new casework decisions portal
29 April 2021
Today marks a milestone in our 2018 to 2021 strategy as we start to regularly publish our casework decisions on our website. Over the past three years we’ve been taking steps to improve the quality of our casework and be...
You said, we did: How we’re responding to feedback on the Complaint Standards
19 March 2021
On 30 March, we will publish the new Complaint Standards for the NHS. The Standards will provide a consistent and comprehensive guide to handling complaints. They are the result of extensive research and consultation with the NHS and other public...
Continuing Healthcare: Getting it right first time
4 November 2020
Today I publish an insight report into the complaints PHSO has seen about NHS continuing healthcare (NHS CHC). This is the result of a review of over 300 decisions made on complaints over the past three years, and a detailed...