National Ombudsmen
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Delivering Dignity report highlights vital role of complaints in improving care for older people, says Health Service Ombudsman

Health Service Ombudsman, Dame Julie Mellor, today welcomes the final report, ‘Delivering Dignity’, from the Commission on Dignity in Care for Older People to improve NHS care.

The Commission, a joint initiative of the NHS Confederation, Age UK and the Local Government Association, was set up in direct response to the Ombudsman’s 2011 Care and Compassion? report. The report highlighted the experiences of ten NHS patients aged over 65 or their family members, who brought their complaints to the Ombudsman because they were unhappy with their NHS treatment and the handling of their complaints.

The Ombudsman’s investigations into the complaints found shocking NHS failings to meet even the most basic standards of care. The report also called upon staff across the NHS to help deliver a health service that responds to the needs of older people and their families.

Welcoming the ‘Delivering Dignity’ report, Dame Julie Mellor said:

‘Listening to patients and their families is essential to improving the patient experience. Feedback and complaints are an invaluable source of information about what’s working and where improvements are needed. 

As NHS organisations consider what action to take in response to the ‘Delivering Dignity’ report, I hope they will also consider how to use feedback from complaints to improve services.’ 

Notes to Editors:

1. The Health Service Ombudsman’s report, Care and Compassion?, published in February 2011, is available here: http://www.ombudsman.org.uk/care-and-compassion/home

2. The Health Service Ombudsman’s role is to consider complaints that the NHS in England has not acted properly or fairly or has provided a poor service.

3. Dame Julie Mellor holds the post of Health Service Ombudsman for England and Parliamentary Ombudsman.

4. To contact the Health Service Ombudsman’s Press Office please call 0300 061 4996/3924 or email press@ombudsman.org.uk.

Delivering Dignity report highlights vital role of complaints in improving care for older people, says Health Service Ombudsman 

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