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 "Frimley Health NHS Foundation Trust"
Frimley Health NHS Foundation Trust (P-004976)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
AI summary: Mrs G complained the Trust didn't provide treatment for COVID-19 and a chest infection, nor inform her daughter of this decision. She said this prolonged her recovery and caused distress.
Frimley Health NHS Foundation Trust (P-004496)
NHS in England
Closed After Initial Enquiries
Charges
AI summary: Ms T complained her father received incorrect medication, poor communication, delayed discharge, unnecessary ward transfer, and an incorrect, unexplained treatment invoice, causing him distress and debt.
Frimley Health NHS Foundation Trust (P-004312)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Miss E complained the Trust failed to electronically record her father's vital observations and did not escalate his care after he passed blood, leading to his death.
Frimley Health NHS Foundation Trust (P-004003)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Treatment
Drugs / medication
Communication
AI summary: Ms B complained the Trust delayed sepsis diagnosis/treatment, placed a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) too soon, provided inadequate care in a side room, removed fluids, and had poor communication.
Frimley Health NHS Foundation Trust (P-003634)
NHS in England
Closed After Initial Enquiries
Access
Treatment
Transfer, discharge and aftercare
Treatment
Treatment
Nursing care
Communication
Death, mortuary and post-mortem arrangements
Death, mortuary and post-mortem arrangements
Transfer, discharge and aftercare
AI summary: Mrs E complained about three Trusts, alleging premature oxygen, transfers worsening his condition, rapid deterioration, improper ventilator placement, and poor post-death administration.
Frimley Health NHS Foundation Trust (P-003604)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mrs J complained the Trust mishandled her mother's antibiotics and failed to correctly administer Parkinson's medication, significantly impacting her mother's mobility and recovery.
Frimley Health NHS Foundation Trust (P-003308)
NHS in England
Partly Upheld
Nursing care
Nursing care
Diagnosis
Treatment
AI summary: Mrs X complained the Trust missed opportunities to diagnose lymphoma, failed to manage acute kidney injury, didn't escalate a high NEWS score, and delayed IV fluids for her sister, contributing to her death.
Frimley Health NHS Foundation Trust (P-003100)
NHS in England
Partly Upheld
Treatment
Treatment
Communication
Diagnosis
Treatment
AI summary: The Trust allegedly failed to diagnose Mr Y's cancer, investigate his abdominal pain, manage his pain, or investigate a pelvic mass.
Frimley Health NHS Foundation Trust (P-002934)
NHS in England
Closed After Initial Enquiries
Treatment
Drugs / medication
AI summary: Mrs K complained about various aspects of her mother's care including delayed enema, delayed UTI diagnosis, insufficient mobilisation, incorrect Parkinson's medication times, and unsafe discharge.
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.
Frimley Health NHS Foundation Trust (P-001727)
NHS in England
Upheld
Complaint handling
End of life care
Treatment
Diagnosis
Communication
AI summary: Mrs L complained Frimley Health NHS Foundation Trust delayed her husband's cancer diagnosis, provided inadequate palliative care, and mishandled her subsequent complaint.
Frimley Health NHS Foundation Trust (P-001406)
NHS in England
Not Upheld
None
None
None
None
None
None
None
AI summary: Mrs G complained about delays in her husband's surgery, delayed tissue viability nurse attendance, an incorrectly managed wound upon discharge, a punctured lung during catheter fitting, and unsuitable further wound surgery.
Frimley Health NHS Foundation Trust (P-001388)
NHS in England
Not Upheld
Diagnosis
None
Complaint handling
AI summary: Mrs N complained about a delayed diagnosis of her mother's broken hip and poor communication regarding the Trust's formal complaint response.
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.