PHSO Casework Decisions
3,622 published casework decisions from the Parliamentary and Health Service Ombudsman (Apr 2021–Mar 2026). PHSO selects a subset of completed investigations for public publication — these 3,622 decisions represent approximately 1.1% of the 321,459 total complaints received across the same period. Source: decisions.ombudsman.org.uk.
3,622
Published Decisions
3,089
Health
533
Parliamentary (Govt)
18%
Upheld / Partly Upheld
Showing 90 results matching "NHS England"
NHS England (P-003548)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mrs H complained NHS England's IRP wrongly upheld a decision that her mother was ineligible for continuing healthcare funding, despite significant health needs.
NHS England (P-003511)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
Continuing healthcare
Continuing healthcare
AI summary: Dr R complained NHS England's review panel improperly upheld a decision that his mother was ineligible for NHS Continuing Healthcare, despite her complex needs.
NHS England (P-003368)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: NHS England's independent review panel wrongly denied Mrs A Continuing Healthcare funding, forcing her to pay for care between January and October 2021.
NHS England - South - South East (Local office) (P-003226)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
Continuing healthcare
Continuing healthcare
Continuing healthcare
AI summary: Ms R complained NHS England's review panel wrongly decided her late mother was ineligible for NHS continuing healthcare, alleging insufficient consideration of her needs and procedural errors.
NHS England (P-003246)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mr A complained NHS England's independent review panel wrongly upheld a decision that his late mother was not eligible for NHS funded continuing healthcare (CHC).
NHS England (P-003250)
NHS in England
Closed After Initial Enquiries
Access
AI summary: Miss O complained NHS England failed to promptly reallocate her son a new orthodontist, forcing her to pay £1,500 for private treatment and causing financial hardship and distress.
NHS England (P-003218)
NHS in England
Closed After Initial Enquiries
Administration
AI summary: Miss U complained NHS England wrongly upheld a decision that her mother was ineligible for NHS continuing healthcare (CHC) funding, causing financial hardship.
NHS England (P-003242)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mrs I complained NHS England's review panel wrongly denied her mother NHS continuing healthcare funding, specifically regarding mobility and communication. She sought reconsideration and fee reimbursement.
NHS England (P-003178)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mr N complained NHS England's independent review panel wrongly upheld the ICB's decision that his late mother was ineligible for continuing healthcare funding, causing financial impact.
NHS England (P-003170)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mrs O complained NHS England's independent review panel wrongly upheld the ICB's decision that her daughter was ineligible for continuing healthcare funding, despite her increasing needs.
NHS England (P-003013)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
Continuing healthcare
Continuing healthcare
Continuing healthcare
AI summary: NHS England's review panel wrongly upheld Mrs T's ineligibility for CHC funding, causing family to pay for care. ICB poorly handled concerns about unpaid backdated fees and accused complainant of unreasonable behaviour.
NHS England (P-003096)
NHS in England
Closed After Initial Enquiries
None
None
AI summary: The 111 call handler failed to recognise the urgency of her husband's condition, leading to delayed hospitalisation for a perforated bowel and sepsis, and subsequent death. She also challenged the flawed NHS Pathways triage system.
NHS England (P-002939)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mrs K complained NHS England's review panel failed to properly assess breathing and mobility, upholding a decision denying her mother NHS continuing healthcare.
NHS England (P-002943)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mrs N complained on behalf of Miss O that NHS England's IRP incorrectly decided Miss O was not eligible for continuing healthcare funding, disputing the assessment's weightings.
Devon Partnership NHS Trust (P-002886)
NHS in England
Closed After Initial Enquiries
Access
Access
AI summary: Ms I complained about long waiting lists at a gender identity clinic and NHS England's failure to reduce wait times, causing distress and private costs.
NHS England (P-002846)
NHS in England
Closed After Initial Enquiries
Commissioning
AI summary: Mrs A complained NHS England's review of her father's continuing healthcare eligibility was flawed, disagreeing with domain weightings and the assessment process.
NHS England (P-002754)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mr P complained that NHS England's Independent Review Panel wrongly upheld the decision that his mother was not eligible for continuing healthcare funding.
NHS England (P-002747)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mrs C complained NHS England's Independent Review Panel failed to properly consider her late mother's primary health needs when denying continuing healthcare funding.
MyDentist (P-002820)
NHS in England
Closed After Initial Enquiries
Access
Administration
Complaint handling
Complaint handling
AI summary: Miss A complained NHS England failed to adequately investigate her complaint against MyDentist. She also alleged MyDentist staff delayed an appointment, provided poor communication, and removed her from the patient list.
NHS England (P-002449)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
AI summary: Mr B complained NHS England's IRP wrongly denied his mother CHC funding, alleging it failed to consider crucial evidence of her complex health needs, causing financial disadvantage and distress.
NHS England (P-002486)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
Continuing healthcare
Continuing healthcare
AI summary: Mr L complained NHS England mishandled his mother's CHC funding IRP by not having correct records, abandoning the meeting, and poorly handling his subsequent complaints.
NHS England (P-002416)
NHS in England
Closed After Initial Enquiries
Complaint handling
Communication
AI summary: Mr I complained NHS England mishandled his dental complaint, not taking it seriously and delaying their response, causing him ongoing pain, stress, and anxiety.
NHS England - South (regional office) (P-002366)
NHS in England
Closed After Initial Enquiries
None
None
None
AI summary: Mrs J complained NHS England wrongly denied her husband CHC funding, alleging the Independent Review Panel's report contained errors and did not follow the National Framework.
NHS England (P-002368)
NHS in England
Closed After Initial Enquiries
None
AI summary: Mr E complained NHS England's special care dental service guidance does not comply with the Equality Act 2010, making it difficult for autistic people to access dental care.
NHS England (P-001999)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
Continuing healthcare
AI summary: Mrs A complained NHS England's IRP wrongly upheld a decision that her mother was ineligible for Continuing Healthcare, without properly considering evidence or family attendance.
Upheld / Partly Upheld
259 + 397
18% of decisions found fault with the organisation complained about.
Not Upheld
247
Complaint investigated but no fault found. 1 resolved during investigation.
Closed After Initial Enquiries
2,718
PHSO decided not to proceed to full investigation.
Most complained-about:
HM Revenue and Customs (80), University Hospitals Birmingham NHS Foundation Trust (72), NHS England (62), Manchester University NHS Foundation Trust (50), HM Courts and Tribunals Service (48).
Published Decisions Over Time
Excludes 2,718 closed before investigation. Quarterly, by outcome.
Annual Complaints (PHSO-wide)
Official PHSO annual statistics across all organisations
| Year | Received | Investigated | Upheld | Upheld % | Remedy % |
|---|---|---|---|---|---|
| 2019-20 | 54,478 | 12,275 | 1,216 | 9.9% | 0% |
| 2020-21 | 44,139 | 7,822 | 617 | 7.9% | 0% |
| 2021-22 | 62,553 | 13,426 | 727 | 5.4% | 0% |
| 2022-23 | 61,297 | 15,734 | 782 | 5.0% | 0% |
| 2023-24 | 63,471 | 17,321 | 946 | 5.5% | 0% |
| 2024-25 | 35,521 | 10,070 | 519 | 5.2% | 0% |
Remedy % = percentage of PHSO remedies complied with on time
Top Themes
Themes by Upheld Rate
AI-classified themes across PHSO casework decisions
| Theme | Decisions | Upheld | Rate |
|---|---|---|---|
| Delayed Recognition of Deterioration | 747 | 184 | 25% |
| Complaint record keeping failures | 632 | 108 | 17% |
| Clinical negligence harms learning | 460 | 92 | 20% |
| Care plan failures | 436 | 121 | 28% |
| Care and discharge planning | 288 | 77 | 27% |
| No person-centred care | 215 | 46 | 21% |
| Inaccurate and inaccessible patient records | 204 | 37 | 18% |
| Patient dignity and privacy | 147 | 40 | 27% |
| Inadequate Pre-Operative Risk Assessment | 136 | 44 | 32% |
| Duty of Candour implementation | 134 | 43 | 32% |
| Medication Contamination/Misadministration | 128 | 33 | 26% |
| DWP policy impact assessment | 106 | 12 | 11% |
| Poor health and social care integration | 97 | 21 | 22% |
| Mental Health Crisis Referral Delays | 74 | 10 | 14% |
| Coroner family information gaps | 74 | 25 | 34% |
PHSO Complaint Categories
PHSO Categories by Upheld Rate
PHSO's own issue classifications — broad categories such as 'Treatment' cover a wide range of clinical complaints
| Category | Decisions | Upheld | Rate |
|---|---|---|---|
| Treatment | 1,610 | 418 | 26% |
| Diagnosis | 850 | 206 | 24% |
| Communication | 792 | 233 | 29% |
| Complaint handling | 534 | 161 | 30% |
| Drugs / medication | 463 | 130 | 28% |
| Nursing care | 388 | 154 | 40% |
| Access | 363 | 87 | 24% |
| Transfer, discharge and aftercare | 353 | 119 | 34% |
| Referral | 262 | 58 | 22% |
| Administration | 191 | 30 | 16% |
| End of life care | 170 | 50 | 29% |
| Choice and Consent | 165 | 48 | 29% |
| Continuing healthcare | 160 | 14 | 9% |
| Surgery | 145 | 32 | 22% |
| Record keeping and management | 133 | 30 | 23% |
Organisation Accountability
Combines PHSO annual complaint statistics (volume, remedy compliance) with published decisions portal data (uphold rate). Sorted by upheld rate for organisations with 5+ investigated decisions. Benchmark: 73% average upheld rate among fully investigated decisions. This differs from the headline 18% figure, which includes all 3,340 published decisions — most of which were closed before full investigation (upheld/not upheld only applies to fully investigated cases). Sparklines show complaint volumes received 2019–20 → 2024–25.
Received = complaints received in most recent year (PHSO annual data). Remedy compliance = % of PHSO-recommended remedies complied with across all available years. — = no data in that dataset for this organisation.