Parliamentary and Health Service Ombudsman
@phsombudsman.bsky.social
We investigate complaints about the NHS in England, UK government departments and public bodies, including museums. Our service is free, fair and independent.
"‘Complaint’ is not always seen as a positive word, but it's the voice of the user, which is so important to have in your ear.”
Ombudsman Paula Sussex spoke to Civil Service World about her new role, priorities and the power of complaints.
Read more: orlo.uk/0K3wF
Ombudsman Paula Sussex spoke to Civil Service World about her new role, priorities and the power of complaints.
Read more: orlo.uk/0K3wF
Ombudsman on a mission: Interview with Paula Sussex
Paula Sussex is the new ombudsman responsible for looking into complaints from the public about services provided by the UK government and the NHS ...
orlo.uk
November 6, 2025 at 3:09 PM
"‘Complaint’ is not always seen as a positive word, but it's the voice of the user, which is so important to have in your ear.”
Ombudsman Paula Sussex spoke to Civil Service World about her new role, priorities and the power of complaints.
Read more: orlo.uk/0K3wF
Ombudsman Paula Sussex spoke to Civil Service World about her new role, priorities and the power of complaints.
Read more: orlo.uk/0K3wF
"This is an opportunity to embed candour, openness & honesty at the heart of public service."
In her new blog, Ombudsman Paula Sussex welcomes today's #HillsboroughLaw debate and shares how it could change how public bodies respond when things go wrong.
orlo.uk/5pSEx
In her new blog, Ombudsman Paula Sussex welcomes today's #HillsboroughLaw debate and shares how it could change how public bodies respond when things go wrong.
orlo.uk/5pSEx
November 5, 2025 at 11:35 AM
"This is an opportunity to embed candour, openness & honesty at the heart of public service."
In her new blog, Ombudsman Paula Sussex welcomes today's #HillsboroughLaw debate and shares how it could change how public bodies respond when things go wrong.
orlo.uk/5pSEx
In her new blog, Ombudsman Paula Sussex welcomes today's #HillsboroughLaw debate and shares how it could change how public bodies respond when things go wrong.
orlo.uk/5pSEx
Have your say on our new strategy!
Your experiences and feedback can help shape our future priorities.
Visit our website before 20 October to complete the survey: orlo.uk/yq27y
Your experiences and feedback can help shape our future priorities.
Visit our website before 20 October to complete the survey: orlo.uk/yq27y
October 6, 2025 at 12:32 PM
Have your say on our new strategy!
Your experiences and feedback can help shape our future priorities.
Visit our website before 20 October to complete the survey: orlo.uk/yq27y
Your experiences and feedback can help shape our future priorities.
Visit our website before 20 October to complete the survey: orlo.uk/yq27y
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
🔍 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
September 29, 2025 at 8:50 AM
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
🔍 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
Reposted by Parliamentary and Health Service Ombudsman
Windrush officials must improve after neglecting dying woman’s claim, says ombudsman
Windrush officials must improve after neglecting dying woman’s claim, says ombudsman
Scheme ordered to pay £25,000 to Caroline Tobierre’s family who were ‘consumed’ by battle for compensation at end of her life
The Windrush compensation scheme must improve after it failed to consider a dying woman’s claim properly and wrongly refused to compensate her husband for the loss of his pension, an ombudsman has said.
Caroline Tobierre’s last days were “overshadowed” by an “exhausting” compensation battle. The WCS has now been ordered by the Parliamentary and Health Service Ombudsman (PHSO) to pay £25,000 to her widower, Thomas Tobierre, 71, and daughter Charlotte Tobierre, 40. Continue reading...
www.theguardian.com
September 18, 2025 at 5:34 AM
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
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
September 18, 2025 at 8:41 AM
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
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
In our podcast for #WPSD, Director of MNSI Sandy Lewis shares the biggest #PatientSafety challenges in NHS care for newborns.
Listen: orlo.uk/Q6Alu
September 17, 2025 at 10:07 AM
"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
In our podcast for #WPSD, Director of MNSI Sandy Lewis shares the biggest #PatientSafety challenges in NHS care for newborns.
Listen: orlo.uk/Q6Alu
Reposted by Parliamentary and Health Service Ombudsman
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
PHSO: Prioritising patient safety (Summer 2025)
This blog explores how findings from PHSO casework can help colleagues across the NHS harness the power of complaints.
www.pslhub.org
September 12, 2025 at 12:56 PM
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...
Now, we're calling on Parliament to hold the Commission to account.
Read more: www.ombudsman.org.uk/news-and-blo...
September 9, 2025 at 9:35 AM
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...
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...
- 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...
September 3, 2025 at 11:14 AM
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...
- 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
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
September 2, 2025 at 11:55 AM
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
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
Share how the Complaint Standards have helped improve complaint handling at your organisation.
Join our campaign to #MakeComplaintsCount: orlo.uk/KRDi5
August 20, 2025 at 8:33 AM
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
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...
Watch now to find out more: www.youtube.com/watch?utm_so...
How we can help you | Parliamentary and Health Service Ombudsman
YouTube video by Parliamentary and Health Service Ombudsman
www.youtube.com
August 5, 2025 at 4:20 PM
🎬 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...
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
- 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
July 21, 2025 at 8:35 AM
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
- 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
Our CEO Rebecca Hilsenrath comments on Dr Penny Dash's review of patient safety across the health & care landscape published today: orlo.uk/WtSvH
July 7, 2025 at 2:58 PM
"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
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...
Our CEO Rebecca Hilsenrath comments on the new 10 Year Health Plan: ombudsman.org.uk/news-and-blo...
July 3, 2025 at 3:20 PM
"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...
Our CEO Rebecca Hilsenrath comments on the new 10 Year Health Plan: ombudsman.org.uk/news-and-blo...
Reposted by Parliamentary and Health Service Ombudsman
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)
NHS repeatedly failing in care of stroke patients, watchdog says
The NHS has repeatedly failed in its diagnosis and care of stroke patients, England’s health ombudsman has said. According to the World Stroke Association, more than 12 million people worldwide will h...
www.pslhub.org
July 1, 2025 at 10:53 AM
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 👇
July 1, 2025 at 9:15 AM
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
Read more: orlo.uk/S3EKa
June 27, 2025 at 7:52 AM
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
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
Our CEO, Rebecca Hilsenrath, responds to new @hssib.bsky.social findings on the dangers of delays in sepsis diagnosis.
Read more: orlo.uk/YPgBu
Patients dying of sepsis because medics too slow to spot it, warns NHS watchdog
Recognition remains an ‘urgent safety risk’ and relatives’ concerns are too often ignored, says Health Services Safety Investigations Body
orlo.uk
June 26, 2025 at 9:52 AM
“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
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
- building trust and confidence
- showing empathy
- staying organised.
Read more: orlo.uk/vYfp6
Risky business part 4: Making complaints count
BDJ In Practice - Risky business part 4: Making complaints count
orlo.uk
June 12, 2025 at 2:16 PM
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
- 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
- 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
May 29, 2025 at 10:58 AM
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
- 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
Reposted by Parliamentary and Health Service Ombudsman
🆕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...
What do Patient Safety Incident Response Plans tell us about how the NHS is approaching safety investigations?
Patient Safety Learning analysis of Patient Safety Incident Response Plans
www.pslhub.org
May 7, 2025 at 7:02 AM
🆕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
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
Dr Xand's Con or Cure - Series 3: Episode 9
The beauticians illegally offering dodgy injectables without a prescription. And is it safe to swallow chewing gum?
orlo.uk
April 24, 2025 at 11:04 AM
"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
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
- 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
April 23, 2025 at 3:44 PM
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
- 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