The hospital complaints system: a case for urgent treatment?

Parliamentary and Health Service Ombudsman

This report highlights systemic problems leading to missed opportunities to learn from mistakes and make NHS hospitals better. A 2012-13 analysis of the main reasons why patients, their families and carers brought their complaint to the ombudsman after their hospital has failed to deal with it include poor explanations, no acknowledgement of mistakes, inadequate financial remedy and unnecessary delays.

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