Our strategic plan 2013-2018: delivering more impact for more people
1 May 2013
Corporate publications
Publications
The NHS hospital complaints system: A case for urgent treatment?
29 April 2013
The NHS provides a great service for thousands of people every day. But sometimes things go wrong. When this happens, how people and organisations deal with it determines whether confidence and trust in the service has been restored.
Reports about NHS
Responsive and Accountable? The Ombudsman’s review of complaint handling by government departments and public organisations 2011-12
11 December 2012
This report looks at the way government departments and agencies manage complaints. It tells a series of short stories about individuals who, when things went wrong, struggled to get themselves heard.
Reports about government
Listening and learning: The Ombudsman’s review of complaint handling by the NHS in England 2011-12
8 November 2012
Good complaint handling means listening to patients. Doing so will help deliver the high-quality, patient-centred care that the NHS is committed to. In this report we highlight some of the ways we will be working with the NHS to help achieve this.
Reports about NHS
Business plan 2012-13
9 August 2012
Our 2012-13 Business plan sets out our direction and what we will achieve in the coming year.
Corporate publications
Annual report 2011-2012
11 July 2012
Our 2011- 2012 annual report gives details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive.
Corporate publications
Our Information Promise (easy read)
11 March 2012
Our Information Promise sets out the standards that members of the public, organisations in our jurisdiction and others can expect from us when handling, storing, protecting and sharing information.
Leaflets
Responsive and accountable? The Ombudsman’s review of complaint handling by government departments and public organisations 2010-11
28 October 2011
This report looks at the way government departments and agencies manage complaints
Reports about government
Listening and learning: The Ombudsman’s review of complaint handling by the NHS in England 2010-11
18 October 2011
Listening to patients is the key to good complaint handling. Doing so will help deliver the high-quality, patient-centred care that the NHS is committed to. This report highlights some of the ways we will be working with the NHS to help achieve this.
Reports about NHS
Annual report 2010-2011
27 July 2011
Our 2010-2011 annual report gives details of our performance over the past 12 months, including financial reports and statistical information about the complaints we receive.
Corporate publications