National Ombudsmen
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Ombudsman’s response to Keogh Review into the quality of care and treatment provided by 14 hospital trusts in England

The Health Service Ombudsman Julie Mellor says:

“We contributed intelligence from our complaints about the 14  trusts to help shape the work of the review team.

We welcome the greater emphasis on listening and responding to the  concerns of patients, carers and staff.  This echoes the work we are doing  with patients, carers and NHS staff on what can be done to improve the NHS  hospital complaints system for everyone. A culture change is needed across the  NHS to build upon existing good practice of being open, seeking  feedback, and working collaboratively to deliver the best possible patient  care. Concerns and complaints are one part but can show the spirit of  what can be achieved by everyone working in partnership and learning when  things go wrong.

We already flag with the Care Quality  Commission,  organisations where our complaint handling identifies systemic issues. And as  we investigate more complaints in future, we will continue to develop and share  our intelligence with NHS organisations themselves and their regulators.”


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