Working in partnership to improve complaint handling
11 March 2019
One of our strategic objectives is to work in partnership with public services to support and improve front line complaints handling. NHS England has been delivering complaints handling training to the dental profession for the last 18 months. Liaison manager...
Avoiding the avoidable: The Ombudsman’s second annual public lecture
21 February 2019
Last year, the former Chief Medical Officer, Sir Liam Donaldson, agreed to act as independent adviser to a review of how the Parliamentary and Health Service Ombudsman draws on clinical advice in its casework. The review was chaired by non-executive...
Our annual Parliamentary scrutiny hearing
30 January 2019
Last week I attended Parliament with Chief Executive Amanda Campbell, for our annual scrutiny hearing with the Public Administration and Constitutional Affairs Committee (PACAC). Our annual scrutiny hearing with PACAC helps the Committee understand how we have performed over the...
Encouraging reasonable challenge and the freedom to speak up
20 December 2018
Dr David Whetham is Professor of Ethics and the Military Profession at King’s College London. At the 2018 Ombudsman Association conference he led a session on the need to train, monitor and continually discuss ethical behaviour with staff. In this...
Radio Ombudsman: Claire Murdoch on driving improvements in NHS mental health care
16 November 2018
My latest guest on Radio Ombudsman is Claire Murdoch, Chief Executive of the Central and North West London (CNWL) NHS Foundation Trust, and National Director for Mental Health at NHS England. Claire is regarded as one of the most influential...