Our annual complaint data for 2024 to 2025 is much easier to explore. 🔍 You can now search and filter by organisation to see how many complaints we received and the decisions made at each stage. View the data on our website: orlo.uk/Bt7C5

Windrush officials must improve after neglecting dying woman’s claim, says ombudsman

We're calling for improvements to the #Windrush Compensation Scheme after it failed to provide Thomas and his family proper compensation. It comes a year after our report spotlighting the stories of people who were wrongly denied payment. Read more: orlo.uk/ZYZp3%E2%80%A6

"Recognition that a newborn is becoming unwell and really listening to mothers and families when they have concerns." In our podcast for #WPSD, Director of MNSI Sandy Lewis shares the biggest #PatientSafety challenges in NHS care for newborns. Listen: orlo.uk/Q6Alu

Added to the hub this week, the latest blog in the quarterly 'Prioritising patient safety' series from the Parliamentary and Health Service Ombudsman (@phsombudsman.bsky.social). www.pslhub.org/learn/invest... #patientsafety

We found failings in the way the Charity Commission handled safeguarding concerns related to sexual abuse and recommended it apologise and provide compensation. Now, we're calling on Parliament to hold the Commission to account. Read more: www.ombudsman.org.uk/news-and-blo...

In our new Prioritising #PatientSafety blog, we explore: - how we worked with an NHS Trust to bring about improvements in culture - how an NHS Trust improved its service following a complaint about sickle cell treatment - the latest patient safety news. www.ombudsman.org.uk/news-and-blo...

Don't forget to sign-up for email updates, quarterly newsletters and our Prioritising Patient Safety blog. Get our latest casework decisions, publications, blogs, podcasts and more delivered straight to your inbox. For more info and to subscribe visit: orlo.uk/07OtN

A well-handled complaint has the power to reveal the truth, bring closure and create lasting positive change. Share how the Complaint Standards have helped improve complaint handling at your organisation. Join our campaign to #MakeComplaintsCount: orlo.uk/KRDi5

🎬 Our new animation explains how we can help when you bring a complaint to us about UK government departments, other public organisations and the NHS in England. Watch now to find out more: www.youtube.com/watch?utm_so...

In our latest podcast episodes we discuss the Complaint Standards and explore: - the value of complaints and feedback - how the Standards make a difference to complaint handling - how the Standards can evolve and what's next. 🎧 Listen: orlo.uk/khqRB

"I welcome the importance placed on managing and learning from complaints and on building on our NHS Complaint Standards." Our CEO Rebecca Hilsenrath comments on Dr Penny Dash's review of patient safety across the health & care landscape published today: orlo.uk/WtSvH

"It is positive to see a commitment to reform the NHS complaints system. We are ready to work with Government to achieve this, building on our NHS Complaint Standards." Our CEO Rebecca Hilsenrath comments on the new 10 Year Health Plan: ombudsman.org.uk/news-and-blo...

News article on the hub today - NHS repeatedly failing in care of stroke patients, @phsombudsman.bsky.social says. www.pslhub.org/blogs/entry/... (via @theguardian.com)

We've seen a 65% rise in investigations related to the condition in the last 4 years and are urging clinicians to act quickly when they suspect a #stroke 👇

We're pleased to announce that Paula Sussex has been named as the new Parliamentary and Health Service Ombudsman. She will take up the role from 1 August 2025. Read more: orlo.uk/S3EKa

“These reports highlight what we have been saying about sepsis for over a decade. Lessons are not being learned and mistakes are putting people at risk.” Our CEO, Rebecca Hilsenrath, responds to new @hssib.bsky.social findings on the dangers of delays in sepsis diagnosis. Read more: orlo.uk/YPgBu

In a new article for the British Dental Journal, our Head of Stakeholder Engagement shares tips on using the Complaint Standards to handle complaints well by: - building trust and confidence - showing empathy - staying organised. Read more: orlo.uk/vYfp6

In our new Prioritising patient safety blog, we explore: - how organisations can make complaints count by listening, learning & putting things right - working with NHS England to improve NHS imaging services - the latest patient safety news. Read more: orlo.uk/ED6R5

🆕In this report we analyse a sample of 13 Patient Safety Incident Response Plans, reflecting on what these tell us about the implementation of new Patient Safety Incident Response Framework (PSIRF) in the NHS. www.pslhub.org/learn/patien...

"We want the NHS to see complaints as a rich source of learning." Rebecca Hilsenrath joined Dr Xand's Con or Cure today to discuss complaints we've investigated on homecare medicine provider Sciensus. Catch up now on BBC iPlayer: orlo.uk/GZByy

In our latest podcast, Beacon Vision charity CEO Lisa Cowley discusses: - taking part in our Complaint Champions workshop - barriers people with sight loss face when they use public services - how complaints can help improve services. Listen now: t.co/2YnXlHvn6L

Share how the Complaint Standards have improved complaint handling at your organisation! Help #MakeComplaintsCount by joining our campaign: orlo.uk/qeD40

Our new guide sets out five things you can do as a senior #NHSLeader to: - embed the Complaint Standards in your organisation - support your colleagues to deliver a good complaints service - act on learning to #MakeComplaintsCount. Read more: orlo.uk/JYskK

Really good to meet with complaints teams from Cafcass today. We discussed our approach to casework, shared ideas for better complaint handling and ended the day with a Complaint Standards training session.

🆕Duty of Candour FAQs. This new resource aims to address common challenges and provide clarity on key aspects of Duty of Candour, the legal requirement for healthcare organisations to be open and transparent with those receiving care and treatment. www.pslhub.org/learn/invest... #patientsafety

News article featured on the hub today - NHS maternity care failures: A lack of 'skills, finances or drive to change,' says expert pslhub.org/blogs/entry/... (via BBC News) #patientsafety

We're calling for learning after failings in the way scans are read lead to cancer diagnosis delays. We're also urging the NHS to look into its digital infrastructure to address incompatibilities between NHS Trusts as part of its 10-year plan. Read more: orlo.uk/84JJB

Rebecca Hilsenrath @phsombudsman.bsky.social England and Ger Deering @OfficeOmbudsman Ireland with their reflections on access to justice for asylum seekers. #seekingsafety

Repeated failures in reading scans costing lives, @phsombudsman.bsky.social says www.bbc.com/news/article... #patientsafety

Jennie was one of 4,000 students affected by an error which meant their Advanced Learner Loans weren't written off when they should have been. We're calling on the Student Loans Company to take action to prevent this happening again. Read more: orlo.uk/8jBk6

We'll be hosting a drop-in event in Parliament for MPs and their offices on 1 April with support from PACAC. MPs will be able to: - meet the Ombudsman and PHSO colleagues - learn more about the complaints process - find out how we can help improve public services. Find out more: orlo.uk/DoFvZ

We found hospital staff failed to tell a man and his family that they had made a DNACPR order on him until after his death. We're urging healthcare providers to make sure their teams are trained to have these crucial conversations about end-of-life care. orlo.uk/FjFQJ

How can organisations make sure they handle complaints well and learn from them so mistakes don't happen again? The Complaint Standards give organisations the tools and guidance to handle complaints more effectively, act on learning and #MakeComplaintsCount: orlo.uk/SFy92

We’re calling for a national pilot of trauma cards to help people who have experienced trauma engage with healthcare. The card explains the holder has experienced trauma and has links to provide sensitive, appropriate care. Check out our initiative www.healthwatch.co.uk/news/2025-03...

This week is Eating Disorders Awareness Week. In this Top Picks article we feature a selection of resources shared on the hub, our platform to share learning for patient safety, on eating disorders. Link: www.pslhub.org/learn/patien... #EatingDisordersAwarenessWeek2025 #EDAW2025

In our latest podcast, our Senior Lead Clinician Dr Tony Dysart explains: - the challenges that need to be addressed to improve hashtag#PatientSafety - ways these can be overcome - and the role that complaints play in driving improvements. Listen now: orlo.uk/hUW9M

🆕Championing the patient voice: a recent discussion with the Patient Safety Commissioner at the Patient Safety Partners Network - a new blog on the hub today www.pslhub.org/learn/leader... @pscommissioner.bsky.social #patientsafety #patientvoice

"I use the guidance to shape our approach to complaints and the learning we get from them." Paul from DEFRA’s Improvement Customer Delivery Team shares how the Complaint Standards have helped his organisation to #MakeComplaintsCount www.youtube.com/watch?v=YoTu...

Added to the hub today, the first blog in a new quarterly series from @phsombudsman.bsky.social - Prioritising patient safety pslhub.org/learn/invest...

Want to stay up to date on our latest insights into #PatientSafety? Our new blog series from senior lead clinician Dr Tony Dysart explores how findings from our casework can help colleagues across the NHS harness the power of complaints. Read more: orlo.uk/99z7D

The Complaint Standards give organisations the tools and guidance to handle complaints more effectively and make it easier to capture and act on learning. If you've adopted the Standards, join our mission to help #MakeComplaintsCount: orlo.uk/b9KMA

Join our mission to #MakeComplaintsCount! We’re asking organisations across NHS England and UK Central Government organisations to share how the Complaint Standards have helped them improve complaint handling. Read our blog to get involved: www.ombudsman.org.uk/news-and-blo...

We’ve found the Charity Commission failed to properly respond to Damian’s serious allegations regarding the possible concealment of child sexual abuse by a charity. We’re calling for the Commission to take action to stop the same failures happening again: t.co/2vhTUsG6IF

DWP took eight years to inform a British ex-pat about a change to his pension that would leave him £3k a year worse off. We're urging Government bodies to make sure their communication is fair, clear, and consistent. Find out more: orlo.uk/cTrgr

In our latest podcast episode, Bishop Dr Desmond Jaddoo MBE explains the value of advocacy organisations in helping those who were wrongly denied compensation by the Windrush Compensation scheme seek justice. Listen now: orlo.uk/D99Xb

"There is much to welcome. But the decision not to accept in full [our] recommendations is disappointing." The Ombudsman reflects on the Government's decision in response to DWP failings to communicate State Pension age changes: www.ombudsman.org.uk/news-and-blo...

Good to see improvements in patient care since #MarthasRule was introduced, which plays an important role in making sure patients are listened to. Giving people the power to seek a second opinion is an important step in making sure patient input is valued at every stage of care.

"We need an NHS that prioritises accountability, transparency and patient-centred care. Ombudsman Rebecca Hilsenrath comments on Imperial London's report which found the safety of the care patients receive had declined over the past two years. Read more: www.theguardian.com/society/2024...

Confused about your care? Your local Healthwatch can help you to get the support you need. Get in touch and see how they can help you. www.healthwatch.co.uk/your-local-h...