Blog

When we consider and investigate NHS complaints, we look at the response the organisation has already given. NHS complaints managers often ask me what makes a good response. Recently, we’ve been seeing cases where health organisations have sent audio recordings...

Understanding what it's like 'on the ground' In my first blog, I said it was critical that we keep listening both to the people who use our service and the organisations we investigate. Since taking up post I’ve been keen...

We launched our new website in January and are looking at what we need to do next to deliver the online services that our customers want and need. Over the last few weeks we’ve been carrying out a telephone survey...

This week (8-14 May) is Dying Matters Awareness Week, a week of events and campaigns, led by the Dying Matters Coalition. It aims to place the importance of talking about dying, death and bereavement firmly on the national agenda. This...

I have been touched by the warmth of my welcome into my new role of Parliamentary and Health Service Ombudsman. Staff, stakeholders and public service providers have all been generous with their time, unfailingly helpful, and clear in their assessment...