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 13 results matching "Buckinghamshire Healthcare NHS Trust"
Hampshire and Isle of Wight Healthcare NHS Foundation Trust (P-004375)
NHS in England
Upheld
Communication
Detention
AI summary: Mr E complained his daughter was wrongly sectioned and the Trust failed to communicate with him about her presentation before leave. This caused distress to both.
Buckinghamshire Healthcare NHS Trust (P-004264)
NHS in England
Not Upheld
Treatment
Treatment
Communication
Treatment
Treatment
AI summary: Mrs E complained Buckinghamshire Healthcare NHS Trust provided inadequate care for her husband, including delayed admission, missed procedures, poor communication about radiotherapy, and untreated swelling, causing distress at end-of-life.
Buckinghamshire Healthcare NHS Trust (P-003985)
NHS in England
Partly Upheld
Nursing care
Drugs / medication
Treatment
Nursing care
AI summary: Miss F complained about poor nutritional monitoring, inappropriate pain relief, delayed re-insertion of a nephrostomy tube, and failure to identify sepsis in her father. She believed these contributed to his death.
Buckinghamshire Healthcare NHS Trust (P-004080)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mrs X complained about the care and treatment her son received from the Trust prior to his death, believing he should not have died and seeking an apology and financial remedy.
Buckinghamshire Healthcare NHS Trust (P-003410)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Confidentiality, privacy and safeguarding
Communication
Drugs / medication
Communication
AI summary: Ms Y complained the Trust wrongly denied home care, raised an unfair safeguarding concern, didn't answer care concerns, and used inappropriate end-of-life medication, causing her mother's death.
Buckinghamshire Healthcare NHS Trust (P-003397)
NHS in England
Closed After Initial Enquiries
Treatment
Complaint handling
Communication
AI summary: Mr E complained about poor care and treatment, including delayed admission, inappropriate medical care, and poor communication during his wife's hospital stay, which he believed contributed to her death. He also criticised the Trust's complaint handling.
Buckinghamshire Healthcare NHS Trust (P-003451)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Abuse
AI summary: Mrs I complained the Trust failed to properly investigate a breast lump and that staff were rude. She also contended the lack of routine MRI checks after her cancer treatment.
Buckinghamshire Healthcare NHS Trust (P-003257)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Treatment
AI summary: Mrs E complained her son was sent home from A&E without a diagnosis for chest pains, dying later that day, alleging this failure led to his death.
Buckinghamshire Healthcare NHS Trust (P-003225)
NHS in England
Closed After Initial Enquiries
Referral
Diagnosis
Referral
AI summary: Mrs L complained the Trust declined her back surgery referral, missed a splenic artery aneurysm on a scan, and rejected her request for a second opinion.
Buckinghamshire Healthcare NHS Trust (P-002982)
NHS in England
Not Upheld
Treatment
AI summary: Mr O complained the Trust failed to identify and treat changes to his knee and spine from scans, and did not provide necessary insoles during physiotherapy after a road accident.
Frimley Health NHS Foundation Trust (P-002441)
NHS in England
Partly Upheld
Nursing care
Drugs / medication
Treatment
AI summary: Ms D complained Trust A wrongly prescribed medication leading to her father's death, and Trust B failed to investigate symptoms or provide adequate hydration/nutrition.
Buckinghamshire Healthcare NHS Trust (P-003841)
NHS in England
Closed After Initial Enquiries
Nursing care
Communication
Treatment
AI summary: The Trust allegedly failed to diagnose/treat Mrs N's sepsis, poorly managed her hydration/nutrition, and gave misleading communication regarding her prognosis.
Buckinghamshire Healthcare NHS Trust (P-001233)
NHS in England
Upheld
Nursing care
Nursing care
Nursing care
Communication
Communication
Record keeping and management
AI summary: Ms T complained the Trust provided inadequate care for her partner Mr S, including poor hydration, hygiene, and compassion, and failed to communicate his deteriorating health and death.
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.