BackNew data published today has revealed that since April this year the Parliamentary and Health Service Ombudsman has upheld hundreds more complaints than in previous years.
So far this year, the Ombudsman Service has completed 2,532 investigations about the NHS in England and UK government departments and their agencies. It upheld complaints in 960 of these investigations. In the same period last year (April to November 2013) it completed 867 investigations and upheld 344 cases.
As a result of listening and learning from people’s experience of its service, and better understanding of what people expect, the Ombudsman Service has embarked on a radical modernisation drive.
The first phase of the modernisation drive focused on delivering what people told the Ombudsman Service they wanted – more investigations.
The Ombudsman Service is now moving to the next phase of its modernisation agenda and will be carrying out a comprehensive listening exercise to develop a Service Charter - a set of promises to service users, so the public and service providers know what they can expect from the service.
As part of its commitment to be transparent about the progress it is making in transforming its service the Ombudsman Service has published an independent report following a workshop with PHSO the Facts, a pressure group, alongside customer satisfaction figures for 2013-14 and this month’s performance figures.
Please find the full Press Release HERE.
Source: Parliamentary and Health Service Ombudsman, UNITED KINGDOM
