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Health Watchdog Launches New Online Complaints Service - 22.08.14

For the first time, members of the public will be able to go online and see the types of complaints the Parliamentary and Health Service Ombudsman has investigated.

It is designed to help users see what complaints have been made about public services in their area and to help provide confidence to patients to complain when they see what has happened to other patients. The complaints have been produced in a summarised and anonymised format for reasons of ease of use and confidentiality.

Currently, the summaries of the complaints relate to investigations completed in February and March 2014. Users will be able to search summaries of 81 investigations the Parliamentary and Health Service Ombudsman has completed and can search by the name of the healthcare provider investigated, for example by hospital, or by complaint handling issue such as unnecessary delay; or by what the complaint was about, such as sepsis or hospital fall.

Of the 81 cases, 23 involved Parliamentary cases and 58 involved healthcare cases. Among the healthcare cases, two were about Barking, Havering and Redbridge University Hospitals NHS Trust; two were about Norfolk and Norwich Hospitals NHS Foundation Trust – one of which involved the hospital misinterpreting a scan of a patient with lung cancer; and one involved Barts Health NHS Trust.

Parliamentary and Health Service Ombudsman, Julie Mellor said:

“We will continue to work with others including consumer groups, public service regulators and Parliament, using the insight from our casework to help others make a real difference in public sector complaint handling and improve services.”

If you or a loved one require any advice on making an NHS complaint or using the Parliamentary and Health Service Ombudsman please contact us online or call 01803 403403 for a free and confidential consultation

The Parliamentary and Health Service Ombudsman's Online Case Summaries are available here.


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