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 15 results matching "North Middlesex University Hospital NHS Trust"
North Middlesex University Hospital NHS Trust (P-004758)
NHS in England
Closed After Initial Enquiries
Drugs / medication
Transfer, discharge and aftercare
Treatment
Treatment
Treatment
AI summary: Miss O complained about incorrect administration of induction hormones, a cannula left in too long, an incorrectly administered epidural, and a traumatic water breaking procedure.
North Middlesex University Hospital NHS Trust (P-004330)
NHS in England
Partly Upheld
Treatment
Communication
Complaint handling
AI summary: Ms B complained the Trust did not follow protocol or gain consent for her sister's involvement in two research trials, and failed to address concerns during the complaint investigation.
North Middlesex University Hospital NHS Trust (P-004001)
NHS in England
Not Upheld
Transfer, discharge and aftercare
Diagnosis
Diagnosis
AI summary: Miss H complained the Trust misdiagnosed her mother's stent blockage as COPD and missed a report identifying metastatic breast cancer, potentially shortening her life.
North Middlesex University Hospital NHS Trust (P-003680)
NHS in England
Closed After Initial Enquiries
Record keeping and management
Treatment
Communication
AI summary: Miss X complained the Trust was dishonest, failed to conduct further tests, and poorly communicated during her pregnancy when she reported concerning symptoms, leading to her daughter's death.
North Middlesex University Hospital NHS Trust (P-003709)
NHS in England
Partly Upheld
Transfer, discharge and aftercare
AI summary: Mrs B complained the Trust wrongly discharged her husband instead of referring him to oncology, believing it was a missed opportunity for earlier treatment or a better outcome.
North Middlesex University Hospital NHS Trust (P-002791)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mr A alleged poor communication, a punctured artery, delayed investigations post-stroke, and inadequate monitoring of his mother's critical care, contributing to her death.
North Middlesex University Hospital NHS Trust (P-002584)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mrs F complained the Trust failed to check her amniotic fluid and wrongly administered insulin and steroid injections after her membranes ruptured, leading to her son being stillborn.
North Middlesex University Hospital NHS Trust (P-002478)
NHS in England
Closed After Initial Enquiries
Diagnosis
AI summary: Ms L complained the Trust misdiagnosed her with SLE, leading to unnecessary dangerous treatments with severe side effects like weight gain, nausea, tremors, and mental fogginess.
North Middlesex University Hospital NHS Trust (P-003901)
NHS in England
Closed After Initial Enquiries
Drugs / medication
AI summary: Mr A complained the Trust caused his mother's unexpected death on 6 April 2021 by giving her three different medications. He sought an investigation and financial payment.
North Middlesex University Hospital NHS Trust (P-001954)
NHS in England
Closed After Initial Enquiries
None
AI summary: Mr N complained the Trust failed to timely treat his heart condition with a stent procedure, which he believes led to him suffering a heart attack.
North Middlesex University Hospital NHS Trust (P-001578)
NHS in England
Partly Upheld
Treatment
Communication
AI summary: The complainant alleged her sister was discharged with inadequate pain management despite a fracture and experienced poor communication from the Trust.
North Middlesex University Hospital NHS Trust (P-001351)
NHS in England
Partly Upheld
None
AI summary: Miss A complained about her aunt's cardiology appointment, including dismissed concerns and delayed blood test results, alongside inadequate hospital monitoring, treatment, and communication leading to her death.
North Middlesex University Hospital NHS Trust (P-001383)
NHS in England
Closed After Initial Enquiries
Treatment
End of life care
AI summary: Daughter complained the Trust failed to investigate her father's discomfort after a fall, discharged him too soon, and questioned a Deprivation of Liberty Safeguard.
North Middlesex University Hospital NHS Trust (P-001175)
NHS in England
Upheld
Nursing care
Communication
Drugs / medication
AI summary: Miss A complained her late father developed bed sores due to poor hospital care, staff failed to communicate with her about them, and he was not given prescribed pain relief.
North Middlesex University Hospital NHS Trust (P-001098)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Treatment
AI summary: Miss U complained the Trust cut her son's cord too soon, gave him vitamin K against her wishes, and unnecessarily used a kiwi cup during birth.
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.