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 50 results matching "Manchester University NHS Foundation Trust"
Manchester University NHS Foundation Trust (P-005128)
NHS in England
Upheld
Transfer, discharge and aftercare
Confidentiality, privacy and safeguarding
End of life care
Communication
Treatment
Choice and Consent
AI summary: Miss L and Miss N complained about inadequate supervision, inappropriate discharge, and lack of palliative care for their brother, leading to pain, distress, and impacting his death.
Manchester University NHS Foundation Trust (P-004846)
NHS in England
Closed After Initial Enquiries
Treatment
Drugs / medication
Transfer, discharge and aftercare
Treatment
Treatment
AI summary: Mrs A complained about failures in the Trust's care of her daughter R regarding sepsis treatment, antibiotic administration, discharge guidelines, nutrition, hydration, diabetes management, and monitoring.
Manchester University NHS Foundation Trust (P-004709)
NHS in England
Partly Upheld
Treatment
Treatment
Transfer, discharge and aftercare
AI summary: Miss X complained about ambulance delays and a hospital's delay in transferring her father for life-saving surgery, believing these contributed to his internal bleed, organ failure, and death.
Manchester University NHS Foundation Trust (P-004558)
NHS in England
Closed After Initial Enquiries
Drugs / medication
Nursing care
Treatment
Nursing care
Drugs / medication
AI summary: Mr U complained about his wife's care at two Trusts, citing inadequate mobilisation, inappropriate pain medication, suspended anticoagulants, poor food/drink supervision, and no psychiatric treatment, allegedly contributing to her death.
Manchester University NHS Foundation Trust (P-004309)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Transfer, discharge and aftercare
AI summary: Miss N complained a podiatrist failed to see her father in person or properly check his condition, leading to early discharge and delayed care, which she believes contributed to his death.
Manchester University NHS Foundation Trust (P-004255)
NHS in England
Partly Upheld
Diagnosis
Diagnosis
Diagnosis
Drugs / medication
Transfer, discharge and aftercare
AI summary: Mrs P complained the Trust failed to ensure complete placenta removal after delivery, didn't perform a post-surgery scan, omitted discharge medication, and didn't catheterise, leading to further surgeries.
Manchester University NHS Foundation Trust (P-004145)
NHS in England
Not Upheld
Treatment
AI summary: Miss C complained her mother's post-operative chest pains were ignored, leading to cardiac arrest and death, and that aspirin was not restarted.
Manchester University NHS Foundation Trust (P-004159)
NHS in England
Not Upheld
Treatment
Choice and Consent
Treatment
Treatment
End of life care
AI summary: Miss N complained the Trust failed to gain consent for a 'do not resuscitate' order, poorly treated her mother's heart failure, and removed ventilation without clinical reason.
Manchester University NHS Foundation Trust (P-004224)
NHS in England
Closed After Initial Enquiries
Treatment
Nursing care
AI summary: Ms O complained the Trust failed to appropriately monitor her mother on the ward, specifically regarding bed placement, observations, and pain scoring, leading to distress and dignity concerns.
Manchester University NHS Foundation Trust (P-003761)
NHS in England
Closed After Initial Enquiries
Referral
AI summary: Mr H complained the Trust incorrectly categorised his referral and did not take his symptoms seriously, leading to delayed treatment and him incurring private dental costs.
Manchester University NHS Foundation Trust (P-003765)
NHS in England
Not Upheld
Drugs / medication
Drugs / medication
Nursing care
Diagnosis
Diagnosis
AI summary: Mrs C complained about her mother's care after bypass surgery, alleging prolonged sedation, incorrect line handling, delayed diagnosis of a necrotic tongue, inadequate blood clot management, and delayed CT scan contributed to her death.
Manchester University NHS Foundation Trust (P-003636)
NHS in England
Partly Upheld
Nursing care
Nursing care
Drugs / medication
Treatment
AI summary: Mrs L complained her father was placed in an unobservable ward area, received inappropriate fluids, and was given medication that worsened delirium, contributing to his death.
Manchester University NHS Foundation Trust (P-003497)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mrs L complained the Trust's failings led to her son experiencing an avoidable adrenal crisis and sepsis requiring intensive care, causing him significant anxiety and educational impact.
Manchester University NHS Foundation Trust (P-003401)
NHS in England
Partly Upheld
Nursing care
Nursing care
Drugs / medication
AI summary: Ms C complained about poor pressure ulcer management, unused barrier cream, and poor hygiene, which she believes worsened her mother's wounds and contributed to sepsis and death.
Manchester University NHS Foundation Trust (P-003305)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
AI summary: Mrs E complained staff allowed her husband to fall by letting him go to the bathroom alone, leading to his death. She also alleged poor communication about his fall and deterioration.
Manchester University NHS Foundation Trust (P-003303)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
AI summary: Mr G said the Trust failed to properly assess his father before discharge, leading to readmission within two hours and death the next day.
Manchester University NHS Foundation Trust (P-003278)
NHS in England
Partly Upheld
Drugs / medication
Diagnosis
Treatment
Communication
Administration
AI summary: Mrs J complained Manchester University NHS Foundation Trust failed to give prophylactic antibiotics to her daughter, notice deterioration, manage pain, involve her in care, and delayed referring her death to the coroner.
Manchester University NHS Foundation Trust (P-003251)
NHS in England
Closed After Initial Enquiries
Surgery
Treatment
AI summary: Mrs Y complained about her son's care, alleging that failings during his admission left him in a coma for seven months and ultimately led to his death.
Manchester University NHS Foundation Trust (P-003240)
NHS in England
Closed After Initial Enquiries
Access
Administration
Referral
Administration
Complaint handling
AI summary: Mr T complained the Trust held an incorrect phone number, failed to notify him of a cancelled appointment, delayed referrals, and sent unnecessary letters, causing treatment delays and tooth loss.
Manchester University NHS Foundation Trust (P-003204)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
AI summary: Mr B complained his father was moved from intensive care too soon after heart surgery, resulting in an unwitnessed cardiac arrest and severe, life-long disability due to delayed intervention.
Manchester University NHS Foundation Trust (P-003155)
NHS in England
Closed After Initial Enquiries
Diagnosis
AI summary: Mrs A complained the Trust incorrectly recorded her heart diagnosis in her medical records after an echocardiogram, potentially invalidating insurance and impacting future care.
Manchester University NHS Foundation Trust (P-003070)
NHS in England
Partly Upheld
Diagnosis
Tests
Transfer, discharge and aftercare
AI summary: Mrs D complained the Trust delayed acting on symptoms, exploring treatment options, and performing an echocardiogram for her father, Mr R, which was a missed opportunity for treatment and led to his death.
Manchester University NHS Foundation Trust (P-003072)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Communication
Treatment
Transfer, discharge and aftercare
Transfer, discharge and aftercare
Treatment
Transfer, discharge and aftercare
Communication
Diagnosis
Nursing care
AI summary: Ms A complained about multiple failures in her father's care, including missed investigations, premature discharges, poor communication, and delayed scans, which she believes led to his death.
Manchester University NHS Foundation Trust (P-002945)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
Choice and Consent
Record keeping and management
Confidentiality, privacy and safeguarding
AI summary: Miss U complained about inappropriate restraint, an unwarned injection, excessive force by security, an invalid sectioning, an inaccurate diagnosis, and not being informed of a needlestick injury or sectioning.
Manchester University NHS Foundation Trust (P-002908)
NHS in England
Not Upheld
Surgery
Nursing care
AI summary: Mrs H complained about her son's hospital care, specifically regarding nutrition management, the decision and insertion of a feeding tube, and the decision not to perform surgery.
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.