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 34 results matching "University Hospitals Sussex NHS Foundation Trust"
University Hospitals Sussex NHS Foundation Trust (P-005076)
NHS in England
Closed After Initial Enquiries
Continuing healthcare
Referral
AI summary: Miss E complained that the Trust discharged her from the ED when she felt unsafe and performed an inappropriate internal pelvic scan.
University Hospitals Sussex NHS Foundation Trust (P-005023)
NHS in England
Partly Upheld
Risk assessment
Nursing care
Treatment
Communication
Complaint handling
AI summary: Mr R complained staff did not prevent his grandmother's fall, attend to her hygiene, support her podiatry or mental health, or communicate about her condition.
University Hospitals Sussex NHS Foundation Trust (P-004872)
NHS in England
Closed After Initial Enquiries
Diagnosis
End of life care
AI summary: Mrs K complained about misdiagnosis, delays in stroke treatment, placement in a general ward, inadequate repositioning leading to pressure sores, failure to act on dropping oxygen levels, constipation mismanagement, and poor end-of-life communication.
University Hospitals Sussex NHS Foundation Trust (P-004643)
NHS in England
Closed After Initial Enquiries
Surgery
Surgery
AI summary: Mrs E complained she was not given informed consent for a shoulder operation change and that an incorrect size implant was used, causing ongoing pain and requiring further surgery.
University Hospitals Sussex NHS Foundation Trust (P-004547)
NHS in England
Partly Upheld
Access
Nursing care
Diagnosis
Tests
AI summary: Mr B complained about delayed observations, incomplete initial assessment, and delayed sepsis screening and treatment for his mother at the Trust's Emergency Department.
University Hospitals Sussex NHS Foundation Trust (P-004495)
NHS in England
Closed After Initial Enquiries
Surgery
Surgery
Surgery
Surgery
AI summary: Mr C complained the Trust used faulty equipment during surgery, caused a retinal piercing, and failed to inform him about general anaesthetic for revision surgery, leading to pain and further operations.
University Hospitals Sussex NHS Foundation Trust (P-004487)
NHS in England
Closed After Initial Enquiries
Risk assessment
Complaint handling
AI summary: Mr Y complained his mother was left unattended, leading to a fall and subsequent death. He also criticised the Trust's investigation for inconsistencies and downplaying the incident.
University Hospitals Sussex NHS Foundation Trust (P-004143)
NHS in England
Closed After Initial Enquiries
Hospital acquired infection / healthcare-associated infection
Continuing healthcare
End of life care
Communication
AI summary: Mr G complained the Trust caused his mother's premature death by exposing her to COVID-19, not fast-tracking funding, discharging her with pneumonia, and withholding diagnosis information.
University Hospitals Sussex NHS Foundation Trust (P-004166)
NHS in England
Not Upheld
Transfer, discharge and aftercare
Nursing care
Treatment
AI summary: Mr N complained about his wife's premature discharge, an unremoved catheter, a preventable fall, a painful colonoscopy, poor medication management, and a delayed syringe driver setup.
University Hospitals Sussex NHS Foundation Trust (P-004086)
NHS in England
Partly Upheld
Drugs / medication
Diagnosis
Communication
Complaint handling
AI summary: The Trust provided inadequate care to her husband, including minimal senior review, inappropriate medication, poor pain management, and a fall due to lack of supervision, contributing to his death.
University Hospitals Sussex NHS Foundation Trust (P-003949)
NHS in England
Closed After Initial Enquiries
Access
AI summary: Ms W complained about an eight-month waiting time for an appointment for her injured finger, causing her ongoing pain and difficulty with daily activities.
University Hospitals Sussex NHS Foundation Trust (P-003701)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Transfer, discharge and aftercare
AI summary: Mrs N complained her husband was wrongly discharged from A&E with low oxygen and that a heart clinic later delayed urgent intervention for his angina, contributing to his death.
University Hospitals Sussex NHS Foundation Trust (P-003681)
NHS in England
Partly Upheld
End of life care
AI summary: Miss Q complained that staff did not provide her father with sufficient palliative pain relief when he was at the end of his life, causing him distress and visible injury.
University Hospitals Sussex NHS Foundation Trust (P-003334)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
AI summary: Mrs A complained the Ambulance Trust delayed dispatching an ambulance. She also alleged the hospital Trust failed to provide pain relief, delayed surgery, didn't treat a bowel blockage, and moved her husband's body without informing her.
University Hospitals Sussex NHS Foundation Trust (P-002975)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mr T complained A&E doctors did not examine him sufficiently or provide appropriate pain treatment for a head injury, making him feel dismissed and causing months of pain and distress.
University Hospitals Sussex NHS Foundation Trust (P-002861)
NHS in England
Closed After Initial Enquiries
Drugs / medication
AI summary: Miss and Mrs Q complained staff stopped Mr Q’s medication and delayed a syringe driver when he was on the end-of-life pathway, causing him pain.
University Hospitals Sussex NHS Foundation Trust (P-002793)
NHS in England
Closed After Initial Enquiries
Tests
Communication
Diagnosis
Record keeping and management
Complaint handling
AI summary: Miss C complained about missed follow-up appointments, contradictory scan results, a rude consultant, a missed macular degeneration diagnosis, unauthorised record sharing, and poor complaint handling.
University Hospitals Sussex NHS Foundation Trust (P-002642)
NHS in England
Upheld
Treatment
Treatment
Diagnosis
Administration
End of life care
Complaint handling
AI summary: Mr P complained about his mother's care, including sepsis pathway not followed, delayed cancer treatment due to misdiagnosis and histology delays, inappropriate discharge, and poor complaint handling.
University Hospitals Sussex NHS Foundation Trust (P-002622)
NHS in England
Closed After Initial Enquiries
Diagnosis
Diagnosis
Diagnosis
AI summary: Mrs D complained the Trust's ED failed to follow correct diagnostics, misinterpreted a blood test, and ignored her medical history, leading to delayed DVT diagnosis and significant complications.
University Hospitals Sussex NHS Foundation Trust (P-002608)
NHS in England
Partly Upheld
Diagnosis
Transfer, discharge and aftercare
Complaint handling
AI summary: Ms Y complained the Trust missed pancreatic cancer on earlier scans, causing a delayed diagnosis, and failed to offer appropriate support, alongside poor complaint handling.
University Hospitals Sussex NHS Foundation Trust (P-002535)
NHS in England
Closed After Initial Enquiries
Treatment
Complaint handling
AI summary: Her husband was found cold, wet, and unresponsive after a procedure, leading to his unexpected death. The Trust also delayed its complaint response.
University Hospitals Sussex NHS Foundation Trust (P-002248)
NHS in England
Closed After Initial Enquiries
Diagnosis
Communication
AI summary: A patient complained the Trust failed to diagnose a haematoma and communicate a positive COVID-19 test result, resulting in a second surgery, pain, and lost income.
University Hospitals Sussex NHS Foundation Trust (P-003880)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Drugs / medication
Drugs / medication
Nursing care
AI summary: The Trust allegedly delayed Mrs M's discharge, failed to identify/treat her vertigo and chest infection, and did not provide adequate food/fluids.
University Hospitals Sussex NHS Foundation Trust (P-002189)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Treatment
AI summary: Mrs A complained about her husband's care, believing he was discharged too soon and his death could have been avoided. She sought acknowledgement of failings, an apology, and service improvements.
University Hospitals Sussex NHS Foundation Trust (P-002016)
NHS in England
Closed After Initial Enquiries
Charges
Complaint handling
AI summary: Mrs R complained her son was wrongly charged for NHS treatment without notification and that the Trust's explanation about charges was inadequate, causing stress.
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.