34 Response Accepted AI-assessed

CQC and PHSO memorandum of understanding

Recommendation

The relationship between the investigation of individual complaints and the investigation of the systemic problems that they exemplify gave us cause for concern, in particular the breakdown in communication between the Care Quality Commission and the Parliamentary and Health Service Ombudsman over necessary action and follow-up. We recommend that a memorandum of understanding be drawn up clearly specifying roles, responsibilities, communication and follow-up, including explicitly agreed actions where issues overlap. Action: the Care Quality Commission, the Parliamentary and Health Service Ombudsman.

Published Evidence Summary
The following publicly available evidence relates to this recommendation:
According to government responses from March and July 2015, a Memorandum of Understanding (MOU) was signed between the Care Quality Commission (CQC) and the Parliamentary and Health Service Ombudsman (PHSO) in September 2013. This MOU was established to clarify their relationship and improve information sharing and coordination in the investigation of complaints and systemic problems. According to the available evidence, no further published evidence on the ongoing impact of this coordination has been identified since the 2015 government responses.
How was this assessed?
Assessed by gemini-2.5-flash on 19 Mar 2026
Checked data held on this site (government responses, progress updates, independent evidence)
External sources searched: www.gov.uk, www.legislation.gov.uk, hansard.parliament.uk
Jurisdiction
England
Response
Accepted
Accepted CQC
16 Jul 2015

90. We accept this recommendation. The Investigation found that the lack of co­
ordination between the Care Quality Commission and the Parliamentary and Health
Service Ombudsman was a contributory factor to the ongoing inability of the wider
system to identify and act on failings at the Trust.
A new Memorandum of
Understanding between the Care Quality Commission and the Parliamentary and
Health Service Ombudsman was signed in September 2013 which outlined how the
two organisations will collaborate, co-operate and share information relating to their
respective roles.
91. We have asked the Care Quality Commission and the Ombudsman to keep this
Memorandum of Understanding under regular review and to keep it up to date.

Read Full Response
Source
Inquiry Morecambe Bay Investigation
Report Report of the Morecambe Bay Investigation 03 Mar 2015
View Source
Responsible Bodies
Care Quality Commission Primary
Themes & Tags
Complaint record keeping failures Quality and safety oversight Patient safety governance CQC Phso Complaints
Recommendation age 11.1 yrs
Last formal update 3904 days ago