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Parliamentary and Health Service Ombudsman: Setting sights on a new standard for complaints

By Andrew Medlock, Assistant Director of Strategy and Partnerships


"Our work to develop a Complaints Standard Framework in partnership with stakeholders from across the NHS has gathered pace since my last blog. Here's an update of what we've been up to.

Feedback on the Framework
We’ve been holding further workshops to get more feedback on the Framework. Advocacy organisations and indemnity providers joined us to give their impressions of the first draft of the Framework, and made helpful suggestions to enhance it.

We will gather the thoughts and opinions of NHS complaint managers and other stakeholders in the very near future.

Everyone who has given us their feedback and shared their expertise has been very enthusiastic. We’ve used their observations to shape a revised draft of the Framework, and have begun sharing these for comment at advocacy and advice roundtables.

We’re also promoting the Framework at events we attend and have noticed lots of interest from different sectors.

Views from the front-line
We will be running more workshops and attending more events to make sure we get as many views as possible. Of particular importance is hearing from patients and service users, as well as NHS staff.

We’ve been talking to a number of our Working Group partners to see how we can use their existing networks. We’re delighted that NHS England are helping us to set up a workshop with GPs and dentists in December.  

Meeting needs and expectations
We’re developing easy read versions of the Framework to share with charities that support people with learning difficulties to get their views. It is really important we produce a Framework that is accessible to as many patients as possible."

Read the full article


Source: Parliamentary and Health Service Ombudsman 12th November 2019

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