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 20 results matching "University Hospitals of Leicester NHS Trust"
University Hospitals of Leicester NHS Trust (P-004704)
NHS in England
Closed After Initial Enquiries
Diagnosis
Treatment
AI summary: Ms A complained the Trust misdiagnosed her headaches as opiate dependency and failed to offer appropriate medication or a review, causing her stress and pain.
University Hospitals of Leicester NHS Trust (P-004549)
NHS in England
Closed After Initial Enquiries
Treatment
Complaint handling
AI summary: Care for her father, Mr B, involved delayed orthopaedic review, delayed X-rays, inadequate blood test review for myeloma, and insufficient investigation of his CRP marker and lung fluid.
University Hospitals of Leicester NHS Trust (P-004478)
NHS in England
Closed After Initial Enquiries
Diagnosis
Communication
AI summary: Mrs B complained about missed opportunities to treat her husband's worsening heart failure, leading to his death, and poor communication about his condition and resuscitation status.
University Hospitals of Leicester NHS Trust (P-004374)
NHS in England
Closed After Initial Enquiries
Charges
AI summary: Mr S complained he was charged £17,964 for his newborn son's heart surgery without prior notification. This caused financial hardship and emotional distress.
University Hospitals of Leicester NHS Trust (P-004071)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mr H complained that an ascitic drain was wrongly inserted into his mother's ovarian cyst, causing an infection that led to her death.
University Hospitals of Leicester NHS Trust (P-003794)
NHS in England
Closed After Initial Enquiries
Treatment
Nursing care
Diagnosis
Treatment
AI summary: Mr C complained about significant delays in medical procedures, keeping Mr B nil by mouth, delayed X-rays, and not prescribing antibiotics, believing these contributed to Mr B's death.
University Hospitals of Leicester NHS Trust (P-003608)
NHS in England
Closed After Initial Enquiries
Treatment
End of life care
AI summary: Mrs A complained University Hospitals of Leicester NHS Trust failed to operate on her mother-in-law's gallbladder and didn't test for C.diff. She also complained the GP prescribed unavailable medication, assessed by video, and failed to explain end-of-life care.
University Hospitals of Leicester NHS Trust (P-003579)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mr R complained the Trust failed to diagnose autoimmune encephalitis, incorrectly stopped steroid treatment, and provided inconsistent care for his neurological symptoms, prolonging suffering.
University Hospitals of Leicester NHS Trust (P-003482)
NHS in England
Closed After Initial Enquiries
Administration
AI summary: Mrs O complained the Trust failed to provide evidence of implemented procedural changes, updates, and options for her family, as promised in its previous complaint response.
University Hospitals of Leicester NHS Trust (P-003426)
NHS in England
Partly Upheld
Diagnosis
Nursing care
AI summary: Miss A complained the Trust delayed diagnosing her sister's fractured pelvis and failed to provide appropriate skin care, leading to extreme pain, a pressure sore, and her eventual death.
University Hospitals of Leicester NHS Trust (P-003430)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
AI summary: Mr U complained about the Trust's failure to diagnose and treat his symptoms correctly, unnecessary treatment delays, and an incorrect discharge without follow-up, leading to prolonged pain and mobility loss.
University Hospitals of Leicester NHS Trust (P-003241)
NHS in England
Closed After Initial Enquiries
Diagnosis
Treatment
COVID-19
Treatment
AI summary: Mr E complained his wife experienced delayed emergency admission, poor care, neglect leading to pressure sores, and an MRI scan issue at two Trusts, causing her distress before death.
Leicestershire Partnership NHS Trust (P-003169)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Diagnosis
Diagnosis
Facilities and cleanliness
Death, mortuary and post-mortem arrangements
AI summary: Complaint against two Trusts for missed heart failure diagnosis, inappropriate discharge, and other care failings concerning Mr R.
University Hospitals of Leicester NHS Trust (P-003101)
NHS in England
Closed After Initial Enquiries
Diagnosis
Nursing care
Complaint handling
AI summary: Mr Y complained the Trust failed to diagnose his father's dislocated jaw, denying adequate nutrition and causing pain, which he believes led to his father's death.
University Hospitals of Leicester NHS Trust (P-002788)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: A mother complained her son received inconsistent care, no diagnosis, unnecessary treatment withdrawal, and inappropriate discharge, potentially causing permanent brain damage.
University Hospitals of Leicester NHS Trust (P-002741)
NHS in England
Partly Upheld
Communication
Nursing care
Transfer, discharge and aftercare
Death, mortuary and post-mortem arrangements
AI summary: Mrs A complained about inadequate communication, misinformation about her mother's cancer diagnosis, poor nutritional care, and premature discharge, which she believes led to her mother's suffering and death.
University Hospitals of Leicester NHS Trust (P-002802)
NHS in England
Upheld
Diagnosis
AI summary: Mrs F complained the Trust failed to timely diagnose her mother's cancer after a lung nodule was noted on a scan, leading to delayed treatment and potentially a shorter life.
University Hospitals of Leicester NHS Trust (P-002768)
NHS in England
Closed After Initial Enquiries
Access
Diagnosis
Transfer, discharge and aftercare
Communication
Hospital acquired infection / healthcare-associated infection
AI summary: Mr Y complained the Trust did not follow its Carers Charter, failed to identify/communicate pneumonia, wrongly discharged his mum without communicating the procedure, and caused her to contract COVID-19.
University Hospitals Of Leicester NHS Trust (P-001544)
NHS in England
Closed After Initial Enquiries
Diagnosis
Access
AI summary: Mrs R complained about ambulance service delays and the Trust's failure to diagnose and treat neck fractures until 29 June, causing prolonged pain and distress.
University Hospitals Of Leicester NHS Trust (P-001497)
NHS in England
Upheld
Tests
AI summary: Mr U complained doctors and nurses missed a red flag sign of chest pain in his mother and failed to conduct further investigations, leading to her death from a heart attack.
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.