Publications

Designing good together: transforming hospital complaint handling

25 August 2013

This report is about the third piece of research which brought together patients, complainants, carers and NHS staff to participate in a two–day workshop on the NHS Hospital complaints system.

Reports about NHS

Annual report 2012-2013

11 July 2013

Our 2012 -13 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

Report by the Health Service Ombudsman for England of an investigation into a complaint made by Mr and Mrs M

20 May 2013

This report is about a young woman with physical and learning disabilities who sadly died in January 2009.

Reports about NHS

Our strategic plan 2013-2018: delivering more impact for more people

1 May 2013

Corporate 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