Ombudsman publishes annual report on investigation of NHS complaints

The Parliamentary and Health Service Ombudsman has published her annual report for 2007-08.

During this period the Ombudsman received 4,011 enquiries related to 4,257 complaints against the National Health Service in England. She accepted 703 cases for investigation and reported on 636 investigations. Around half (49%) were fully or partly upheld.

The report highlights a number of case studies, which are useful for learning purposes.

The report also highlights the forthcoming changes to NHS complaints handling which take effect from 1 April 2009. From this date complaints that are not resolved locally by those who delivered the original service may be referred directly to the Ombudsman, so removing the current intermediate review by the Healthcare Commission.

Download the Ombudsman’s 2007/07 report here.

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