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 72 results matching "University Hospitals Birmingham NHS Foundation Trust"
University Hospitals Birmingham NHS Foundation Trust (P-005127)
NHS in England
Closed After Initial Enquiries
Access
Choice and Consent
Drugs / medication
Nursing care
AI summary: Miss A complained about restricted visits, catheterization without consent, lack of inhaler, and discharge with an unexplained wound, causing her mother distress.
University Hospitals Birmingham NHS Foundation Trust (P-005065)
NHS in England
Closed After Initial Enquiries
Surgery
AI summary: Mr B complained about the care his wife received from the Trust following a liver biopsy, stating that complications arose and she was not monitored appropriately.
University Hospitals Birmingham NHS Foundation Trust (P-004931)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Ms A complained the Trust failed to investigate and act on her brother's abdominal swelling after surgery, leading to a bowel split, septic shock, organ failure, and his death.
University Hospitals Birmingham NHS Foundation Trust (P-004917)
NHS in England
Closed After Initial Enquiries
Nursing care
Nursing care
Nursing care
Communication
Transfer, discharge and aftercare
Complaint handling
AI summary: Mrs. A complained about the Trust's failure to monitor her mother's nutrition/hydration, a missed call bell, lack of discharge discussion/care plan, and poor communication.
University Hospitals Birmingham NHS Foundation Trust (P-004905)
NHS in England
Closed After Initial Enquiries
Surgery
AI summary: Mrs D complained the Trust incorrectly sutured her following an episiotomy, causing severe pain, discomfort, and psychological impact after childbirth.
University Hospitals Birmingham NHS Foundation Trust (P-004896)
NHS in England
Partly Upheld
Nursing care
AI summary: Mrs L complained that the Trust mistreated her father by forcing oral medication and rubbing his injured back hard, causing him pain and distress before his death.
University Hospitals Birmingham NHS Foundation Trust (P-004891)
NHS in England
Upheld
Treatment
Treatment
Choice and Consent
None
AI summary: Miss I complained the Trust didn't provide additional pain relief, consider her SPD, or explain ventouse/episiotomy risks during labour, causing trauma and distress.
University Hospitals Birmingham NHS Foundation Trust (P-004730)
NHS in England
Closed After Initial Enquiries
Communication
Transfer, discharge and aftercare
Communication
Surgery
AI summary: Miss E complained the Trust gave inadequate advice on kidney dialysis, discharged her without proper instructions or medication, was rude, and left staples in her abdomen causing infection.
University Hospitals Birmingham NHS Foundation Trust (P-004713)
NHS in England
Upheld
Treatment
Treatment
Treatment
Treatment
AI summary: Miss A complained the Trust incorrectly applied glue and steri-strips to her son's facial wound and gave no aftercare advice, resulting in a permanent, aesthetically displeasing scar.
University Hospitals Birmingham NHS Foundation Trust (P-004714)
NHS in England
Closed After Initial Enquiries
Confidentiality, privacy and safeguarding
AI summary: Mr A complained his father was sexually assaulted by another patient, alleging the Trust knew of the risk but failed to safeguard and later provided false information in its response.
University Hospitals Birmingham NHS Foundation Trust (P-004690)
NHS in England
Closed After Initial Enquiries
Facilities and cleanliness
AI summary: Mrs A complained her mother was injured by a faulty dialysis chair, the incident was undocumented, and the Trust failed to provide an adequate discharge plan, leading to her mother's fall at home.
University Hospitals Birmingham NHS Foundation Trust (P-004630)
NHS in England
Partly Upheld
Communication
Treatment
Treatment
Administration
AI summary: Ms R complained the Trust failed to give her mother accurate surgical risk information, didn't review medical records, and ignored her health conditions before surgery, which led to her death.
University Hospitals Birmingham NHS Foundation Trust (P-004537)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Miss L complained the Trust failed to treat a gastrointestinal perforation during surgery, provided inappropriate aftercare, and delayed treatment for a gastric ulcer.
University Hospitals Birmingham NHS Foundation Trust (P-004530)
NHS in England
Closed After Initial Enquiries
Nursing care
Choice and Consent
Drugs / medication
Treatment
Confidentiality, privacy and safeguarding
Complaint handling
Complaint handling
AI summary: Miss H complained the Trust incorrectly applied a DNACPR, withheld medication, misrecorded weight, and undignified care for her father. She also criticised the Trust's delayed and poor complaint handling.
University Hospitals Birmingham NHS Foundation Trust (P-004520)
NHS in England
Closed After Initial Enquiries
Diagnosis
End of life care
Nursing care
Communication
AI summary: Miss E complained about her grandfather's hospital care, alleging discharge without treatment/diagnosis or a care package, poor fluid monitoring, and lack of end-of-life communication.
University Hospitals Birmingham NHS Foundation Trust (P-004473)
NHS in England
Upheld
Treatment
Nursing care
Hospital acquired infection / healthcare-associated infection
Communication
Facilities and cleanliness
Charges
AI summary: Mrs U complained her sister, Ms A, experienced delayed pain relief, untimely personal care, and inadequate prevention/treatment of C. difficile, which contributed to her death.
University Hospitals Birmingham NHS Foundation Trust (P-004464)
NHS in England
Closed After Initial Enquiries
Communication
Treatment
Treatment
Communication
Human rights
AI summary: Mrs O complained about her father's care, citing unclear DNACPR status, delayed CPR, unnecessary sedation, poor communication, and lack of dignity, believing these contributed to his death.
University Hospitals Birmingham NHS Foundation Trust (P-004425)
NHS in England
Upheld
Communication
Diagnosis
End of life care
Communication
AI summary: The Trust failed to communicate adequately with his mother and family, didn't perform a rectal exam, and didn't follow an advanced directive.
University Hospitals Birmingham NHS Foundation Trust (P-004361)
NHS in England
Closed After Initial Enquiries
Referral
Communication
AI summary: The Trust wrongly removed Mr A from an ENT waiting list and gave conflicting information about his re-listing, causing distress and delaying surgery.
University Hospitals Birmingham NHS Foundation Trust (P-004322)
NHS in England
Closed After Initial Enquiries
Drugs / medication
Detention
Risk assessment
AI summary: Mr B complained the Trust failed in falls management, leading to his father's fall and potential stroke, left a sedative in his mouth, and imposed restrictions without proper assessments.
University Hospitals Birmingham NHS Foundation Trust (P-004325)
NHS in England
Upheld
Treatment
Drugs / medication
Choice and Consent
Treatment
AI summary: Complaint alleged inappropriate treatment of pregnancy-induced hypertension, inadequate monitoring, failure to administer epilepsy medication, and sterilisation performed without informed consent during childbirth.
University Hospitals Birmingham NHS Foundation Trust (P-004290)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Complaint alleged a Trust failed to identify and act on her father's deterioration and did not communicate this to the family, exacerbating their grief.
University Hospitals Birmingham NHS Foundation Trust (P-004297)
NHS in England
Partly Upheld
Treatment
Communication
Nursing care
Administration
AI summary: Miss T complained the Trust failed to manage her mother's diabetes, did not provide condition updates, failed to notice her mother was unresponsive, and incorrectly recorded the cause of death.
University Hospitals Birmingham NHS Foundation Trust (P-004230)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
AI summary: Mrs H complained her right lung was damaged during a biopsy in 2016, causing worsened breathing difficulties. She also alleged inaccurate information about who performed the surgery.
University Hospitals Birmingham NHS Foundation Trust (P-004215)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Communication
End of life care
AI summary: Miss S complained about delayed investigation of her father's deterioration (including sepsis screening), inappropriate questions, delayed medication, and failure to recognise end-of-life, reducing family time.
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.