Complaints Handling: Parliamentary and Health Service Ombudsman Under Fire (BBC News / Patients’ Association / PHSO / LGO / Healthwatch)

Summary

Further concerns have been raised by the Patients’ Association about how the NHS ombudsman in England handles patients’ complaints.

The Parliamentary and Health Service Ombudsman (PHSO) maintains that it is modernising already, and is responsible for maintaining a standard of high-quality – if slow – judgements.

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Reference

NHS ombudsman provokes fresh complaints. London: BBC Health News, December 10th 2014.

A review of 150 cases, concerning allegations of avoidable harm or death, found multiple inconsistencies and failings in the handling of 61 complaints by NHS trusts in England.

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Reference

NHS complaints investigations inadequate, says review. London: BBC Health News, February 7th 2015.

The PHSO has earlier been accused of being wholly ineffective and failing families, by the Patients’ Association.

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Reference

Roberts, M. (2014). NHS ombudsman ‘failing families’. London: BBC Health News, November 18th 2014.

This relates to a list of recommendations to improve the ombudsman, including proposals for an independent review:

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Reference

Parliamentary and Health Service Ombudsman: the ‘peoples’ ombudsman – how it failed us. London: The Patients Association, November 2014.

PHSO, LGO and Healthwatch England Plans for a User-Led Vision of the Complaints System

The PHSO, the Local Government Ombudsman (LGO) and Healthwatch England, earlier, had developed a user-led vision for improving the complaints system.

Full Text Link

Reference

My expectations for raising concerns and complaints. London: Parliamentary and Health Service Ombudsman (PHSO) / Local Government Ombudsman (LGO) and Healthwatch England, November 17th 2014.

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About Dementia and Elderly Care News

Dementia and Elderly Care News. Wolverhampton Medical Institute: WMI. (jh)
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