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 29 results matching "University Hospitals Coventry and Warwickshire NHS Trust"
George Eliot Hospital NHS Trust (P-005025)
NHS in England
Closed After Initial Enquiries
Diagnosis
Treatment
Treatment
Treatment
AI summary: Mr B complained about delays in investigating his mother's seizures, inadequate supervision, and wrongly removing a gallbladder drain. He also complained about a failure to reinsert the drain.
University Hospitals Coventry and Warwickshire NHS Trust (P-004772)
NHS in England
Closed After Initial Enquiries
Communication
Complaint handling
AI summary: Mr A complained the Trust gave contradictory information about his father's treatment, failed to keep records, refused a statement, and delayed his complaint.
University Hospitals Coventry and Warwickshire NHS Trust (P-004641)
NHS in England
Partly Upheld
Treatment
Transfer, discharge and aftercare
Communication
AI summary: Mr B complained the Trust provided inappropriate treatment, caused care delays, discharged his father unsafely twice, and failed to communicate his father's end-of-life status to the family.
University Hospitals Coventry and Warwickshire NHS Trust (P-004627)
NHS in England
Upheld
None
None
None
None
None
None
AI summary: Mrs L complained the Trust failed to provide physiotherapy, safely discharge, test for COVID-19, notify of transfers/deterioration, monitor adequately, or implement an end-of-life plan for her father.
University Hospitals Coventry and Warwickshire NHS Trust (P-004550)
NHS in England
Closed After Initial Enquiries
Surgery
AI summary: Mr E complained about botched skin surgery, poor wound healing, delayed referral to plastic surgery, and the Trust's refusal to hold a face-to-face meeting.
University Hospitals Coventry and Warwickshire NHS Trust (P-004268)
NHS in England
Partly Upheld
Tests
Transfer, discharge and aftercare
Treatment
AI summary: Miss L complained the Trust failed to provide six-monthly scans, annual urethroscopies, blood tests, or timely diagnosis for her father, leading to a traumatic procedure and his undignified death from urosepsis.
University Hospitals Coventry and Warwickshire NHS Trust (P-004149)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
AI summary: Mrs Y complained the Trust transferred her husband without her knowledge or sending his medication/feeding schedule, leading to delays that contributed to his deterioration and death.
University Hospitals Coventry and Warwickshire NHS Trust (P-004079)
NHS in England
Partly Upheld
Treatment
AI summary: The Trust dismissed her mother's symptoms, delayed surgery, provided poor nutritional care, misused a feeding tube, and communicated poorly, leading to declining health and an undignified death.
University Hospitals Coventry and Warwickshire NHS Trust (P-003943)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
Diagnosis
Choice and Consent
AI summary: Mr U complained the Trust failed to identify his mother's cancer spread, provide adequate pain medication, or arrange a timely CT scan, and refused to discuss her case with him.
University Hospitals Coventry and Warwickshire NHS Trust (P-003803)
NHS in England
Closed After Initial Enquiries
Nursing care
AI summary: Mrs T complained the Trust denied her husband needed support for PTSD and unfairly restricted her hospital access in April 2021. She alleged this caused him distressing flashbacks and affected her mental health.
University Hospitals Coventry and Warwickshire NHS Trust (P-003762)
NHS in England
Closed After Initial Enquiries
Tests
AI summary: Mrs B complained the Trust failed to perform a CT scan and Echocardiogram on her mother, believing this omission led to her death a week later.
University Hospitals Coventry and Warwickshire NHS Trust (P-003696)
NHS in England
Closed After Initial Enquiries
Treatment
Transfer, discharge and aftercare
AI summary: Miss H complained the Trust failed to fully examine and scan her sister after two unwitnessed seizures and a head injury, and wrongly discharged her, leading to her death.
University Hospitals Coventry and Warwickshire NHS Trust (P-003731)
NHS in England
Not Upheld
Treatment
AI summary: Mrs O complained the Trust delayed acting on a referral for an angioplasty and organising her husband's treatment, which she believed led to his death.
University Hospitals Coventry and Warwickshire NHS Trust (P-003597)
NHS in England
Closed After Initial Enquiries
Confidentiality, privacy and safeguarding
AI summary: Mrs G complained the Trust didn't consider patient history for her foster child's injury, and a paediatrician's speculation in a report led to their arrest.
University Hospitals Coventry and Warwickshire NHS Trust (P-003557)
NHS in England
Closed After Initial Enquiries
Diagnosis
AI summary: Mrs W alleged delayed brain cancer diagnosis due to ignored CT and no MRI, and inappropriate discharge without follow-up after a stroke, impacting her husband's life expectancy.
University Hospitals Coventry and Warwickshire NHS Trust (P-003527)
NHS in England
Closed After Initial Enquiries
Choice and Consent
AI summary: Mr U complained the Trust raised a safeguarding concern after he questioned his daughter's school details, linking it to historic incidents. This caused distress and social services involvement.
University Hospitals Coventry and Warwickshire NHS Trust (P-003291)
NHS in England
Partly Upheld
Nursing care
Treatment
AI summary: Mrs T complained the Trust wrongly gave and refused to remove a stent, failed to act on poor NEWS scores, did not inform her family of her husband's worsening condition, and provided poor nursing care.
University Hospitals Coventry and Warwickshire NHS Trust (P-003288)
NHS in England
Not Upheld
Treatment
Treatment
Communication
AI summary: Miss X complained University Hospitals Coventry and Warwickshire NHS Trust delayed treating her grandfather's blocked bile duct, leading to perforation and sepsis. She also questioned the necessity and painful outcome of his operation.
University Hospitals Coventry and Warwickshire NHS Trust (P-003198)
NHS in England
Closed After Initial Enquiries
Diagnosis
Treatment
AI summary: Mr L complains the Trust failed to diagnose his daughter's amyloidosis sooner and delayed bone marrow investigations, missing opportunities to prolong her life.
University Hospitals Coventry and Warwickshire NHS Trust (P-002987)
NHS in England
Partly Upheld
None
None
AI summary: Mrs A complained her husband was improperly moved from A&E, left unattended during an active rectal bleed, not offered active treatment, and discussed a DNACPR order without family support.
University Hospitals Coventry and Warwickshire NHS Trust (P-002674)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Transfer, discharge and aftercare
Transfer, discharge and aftercare
Nursing care
Communication
AI summary: Mrs G complained about multiple failings in Miss O's care, including delayed investigation/treatment, improper discharges, and poor communication, which she believed led to Miss O's death.
University Hospitals Coventry and Warwickshire NHS Trust (P-002323)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Tests
Nursing care
Communication
Access
AI summary: The Trust missed opportunities to escalate care, wrongly withdrew treatment, delayed scans, failed to insert an NG tube, and communicated poorly with the family.
University Hospitals Coventry and Warwickshire NHS Trust (P-002294)
NHS in England
Upheld
Treatment
Treatment
Complaint handling
Treatment
Treatment
Treatment
Record keeping and management
Communication
Transfer, discharge and aftercare
Access
AI summary: Mrs A complained the Trust's delayed diagnosis, poor tracheostomy management, and inappropriate removal of the tube led to her mother's death and caused further distress.
University Hospitals Coventry and Warwickshire NHS Trust (P-002042)
NHS in England
Closed After Initial Enquiries
Complaint handling
Nursing care
Treatment
AI summary: Mrs F complained about poor nursing care for Mrs C, including inadequate hydration, nutrition, and personal care. She also alleged unreviewed medication, incorrect dosage timing, and inadequate investigation of condition changes.
University Hospitals Coventry and Warwickshire NHS Trust (P-001655)
NHS in England
Closed After Initial Enquiries
Diagnosis
AI summary: The Trust failed to discuss surgical options for her daughter's tonsil and adenoid issues, leading the family to seek private surgery after months of avoidable pain and suffering.
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.