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

Care and compassion

14 February 2011

This is a report of ten investigations into complaints made to us about the standard of care provided to older people by the NHS

Reports about NHS