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 22 results matching "London North West University Healthcare NHS Trust"
London North West University Healthcare NHS Trust (P-004946)
NHS in England
Closed After Initial Enquiries
Access
Complaint handling
AI summary: Mr. T complained the Trust discharged him from a surgery waiting list after he requested rescheduling, causing delays, further knee damage, and distress.
London North West University Healthcare NHS Trust (P-004902)
NHS in England
Closed After Initial Enquiries
Drugs / medication
Access
AI summary: Mr A complained about delayed and inadequate treatment for his son's alopecia areata, leading to worsening hair loss, impacting his son's mental health.
London North West University Healthcare NHS Trust (P-004856)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Transfer, discharge and aftercare
Transfer, discharge and aftercare
None
Drugs / medication
Communication
AI summary: Mrs A complained about her husband's premature discharge, lack of support, missing discharge summary, inadequate pain relief, and dismissed concerns during his final hours.
London North West University Healthcare NHS Trust (P-004571)
NHS in England
Closed After Initial Enquiries
Charges
AI summary: The Trust incorrectly charged her husband £866 for treatment, despite his valid visa application, and did not obtain his agreement to pay.
London North West University Healthcare NHS Trust (P-004247)
NHS in England
Closed After Initial Enquiries
Diagnosis
Disability
Treatment
AI summary: Mr N complained the Trust failed to make reasonable adjustments for his sister, diagnose and treat a lung infection, manage her conditions, and initiated end-of-life care without agreed antibiotics.
London North West University Healthcare NHS Trust (P-004108)
NHS in England
Not Upheld
Choice and Consent
Treatment
Risk assessment
Complaint handling
AI summary: The Trust performed a high-risk gastroscopy on her son, N, without proper consent, as he lacked capacity, and did not contact his parents, leading to complications and contributing to his death.
London North West University Healthcare NHS Trust (P-003739)
NHS in England
Closed After Initial Enquiries
Diagnosis
AI summary: Mrs E complained the Trust failed to recognise her father's abdominal aortic aneurysm (AAA) and adequately investigate his abdominal pain, leading to his death.
London North West University Healthcare NHS Trust (P-003792)
NHS in England
Not Upheld
Choice and Consent
Nursing care
Nursing care
Transfer, discharge and aftercare
AI summary: Miss B complained the Trust coerced her mother into a DNAR, failed to provide adequate feeding support or regular mobilisation, and inappropriately discharged her in a severely deteriorated condition.
London North West University Healthcare NHS Trust (P-003394)
NHS in England
Closed After Initial Enquiries
Communication
Communication
End of life care
Nursing care
AI summary: Ms E complained the Trust wrongly removed her father's cardiac monitor, failed to treat sores and provide water, and did not notify her of his death, causing profound distress.
London North West University Healthcare NHS Trust (P-003298)
NHS in England
Closed After Initial Enquiries
Treatment
Choice and Consent
Drugs / medication
Transfer, discharge and aftercare
Treatment
Treatment
Complaint handling
AI summary: Mr B complained about multiple issues with his daughter's care, including Hickman line consent, stent insertion, vaccine pressure, inappropriate transfers, and delayed treatment, which he believes led to her death.
London North West University Healthcare NHS Trust (P-003122)
NHS in England
Closed After Initial Enquiries
Choice and Consent
AI summary: Mr A complained the Trust administered lifesaving treatment without his informed consent, causing him to live in torment when he believed he should have died naturally.
London North West University Healthcare NHS Trust (P-002605)
NHS in England
Closed After Initial Enquiries
Communication
AI summary: Mr L complained the Trust failed to provide him with test results from a cancer referral, despite numerous attempts, causing him distress and agony.
London North West University Healthcare NHS Trust (P-002602)
NHS in England
Closed After Initial Enquiries
Charges
AI summary: Mrs H complained the Trust levied unfair overseas visitor charges for her deceased mother's treatment without details or consent, causing significant emotional and financial distress.
London North West University Healthcare NHS Trust (P-002525)
NHS in England
Not Upheld
Risk assessment
AI summary: Mrs A complained the Trust failed to diagnose her husband's neck fractures, complete a falls assessment, and discharged him incorrectly, which she felt shortened his life.
London North West University Healthcare NHS Trust (P-002528)
NHS in England
Closed After Initial Enquiries
Access
AI summary: Mr I complained the Trust failed to provide the correct treatment plan for his swollen right knee, causing an unnecessary and distressing two-week hospital admission instead of a routine procedure.
London North West University Healthcare NHS Trust (P-003864)
NHS in England
Closed After Initial Enquiries
None
None
AI summary: Mrs D complained about her mother's poor care at a care home and hospital, alleging medical neglect, falls, and an incorrect discharge, which she believes contributed to her mother's death.
London North West University Healthcare NHS Trust (P-002023)
NHS in England
Closed After Initial Enquiries
Surgery
Drugs / medication
AI summary: Ms T complained the Trust performed cervix surgery incorrectly, causing heavy bleeding, and prescribed an antibiotic (clindamycin) to which she was allergic.
London North West University Healthcare NHS Trust (P-002010)
NHS in England
Closed After Initial Enquiries
None
AI summary: Mrs H complained about various aspects of her husband's care, including missed dietary supplements, lack of steroids, missed observations, a fall, and issues with medical records.
London North West University Healthcare NHS Trust (P-001794)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mr R complained the Trust failed to provide clarity on his late sister-in-law's thyroid medication, release her notes, provide clinical governance feedback, and correct her death certificate.
London North West University Healthcare NHS Trust (P-001623)
NHS in England
Closed After Initial Enquiries
Record keeping and management
AI summary: Mr I complained the Trust lost his late mother's valuable jewellery twice after her hospital admissions, causing significant distress to him and his family.
London North West University Healthcare NHS Trust (P-001683)
NHS in England
Closed After Initial Enquiries
Nursing care
AI summary: Mrs E complained the Trust made mistakes during her daughter's birth in July 2020, resulting in ongoing bladder pain, numbness, back and rib pain, and depression.
London North West University Healthcare NHS Trust (P-001444)
NHS in England
Closed After Initial Enquiries
Communication
Treatment
Nursing care
AI summary: Mr O complained the Trust left his vulnerable father unsupervised with a commode and issued a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) order without informing the family.
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.