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 31 results matching "University Hospitals of North Midlands NHS Trust"
University Hospitals of North Midlands NHS Trust (P-005121)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Treatment
Treatment
AI summary: Ms A complained about inadequate care for her daughter X, including inappropriate diet, over-medication, forced PEG feeding, TPN tube insertion, and failure to consider disabilities.
University Hospitals of North Midlands NHS Trust (P-004838)
NHS in England
Closed After Initial Enquiries
Treatment
Treatment
Drugs / medication
AI summary: Miss H complained about delays in her mother's hospital admission, inadequate observations, and inappropriate administration of a tranquilizer.
University Hospitals of North Midlands NHS Trust (P-004789)
NHS in England
Closed After Initial Enquiries
Tests
AI summary: Mrs O complained the Trust should have done further tests on Mr R to establish the cause of his symptoms, which may have prevented his death.
University Hospitals of North Midlands NHS Trust (P-004710)
NHS in England
Closed After Initial Enquiries
End of life care
Treatment
AI summary: Mrs B complained the Trust delayed her husband's sepsis diagnosis/treatment, delayed a blood transfusion, mismanaged his nebuliser, and prevented her from visiting, leading to his death.
University Hospitals of North Midlands NHS Trust (P-004616)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Drugs / medication
AI summary: A trust inappropriately discharged her husband from the emergency department while he was still short of breath, contributing to his cardiac arrest and causing distress.
University Hospitals of North Midlands NHS Trust (P-004568)
NHS in England
Closed After Initial Enquiries
Tests
Treatment
AI summary: Mr E complains the Trust failed to scan his appendix and delayed appendicitis treatment, leading to a burst appendix and PTSD.
University Hospitals of North Midlands NHS Trust (P-004344)
NHS in England
Closed After Initial Enquiries
Tests
Choice and Consent
End of life care
Complaint handling
AI summary: Mrs U complained staff dismissed Mr O's post-surgery stomach pain, leading to delayed bowel perforation diagnosis, and failed to continue his medication before he died.
University Hospitals of North Midlands NHS Trust (P-004154)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
AI summary: Mrs G complained about delayed follow-up, an inappropriate virtual appointment, and failure to act on her husband's symptoms, which she believes led to his avoidable death.
University Hospitals of North Midlands NHS Trust (P-003638)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Treatment
AI summary: Mr S complained the Trust discharged his immunocompromised wife without bone marrow results and later placed her on an unsuitable ward, leading to infection and her death.
University Hospitals of North Midlands NHS Trust (P-003730)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Mr N complained the Trust failed to recognise the severity of his sister M's condition and provide appropriate care from February to May 2023, believing her death could have been avoided.
University Hospitals of North Midlands NHS Trust (P-003679)
NHS in England
Upheld
End of life care
Communication
AI summary: Mrs A complained the Trust failed to put her father on end-of-life care, discharged him incorrectly, and had poor family communication, causing her significant distress.
University Hospitals of North Midlands NHS Trust (P-003543)
NHS in England
Closed After Initial Enquiries
Transfer, discharge and aftercare
Transfer, discharge and aftercare
AI summary: Ms A alleged unsafe discharge with an open neck wound and no district nursing referral, causing disfigurement, a back hump, and severe depression.
University Hospitals of North Midlands NHS Trust (P-003425)
NHS in England
Closed After Initial Enquiries
Diagnosis
Treatment
AI summary: Mr O complained the Trust delayed diagnosing his wife with achalasia and providing urgent treatment, leading to her condition worsening, irreversible damage, and complications.
University Hospitals of North Midlands NHS Trust (P-003391)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
AI summary: Mrs A complained the Trust failed to investigate her daughter's symptoms adequately, potentially leading to her stroke and death. She also complained about a distressing, incorrect phone call regarding an overdose.
University Hospitals of North Midlands NHS Trust (P-003371)
NHS in England
Closed After Initial Enquiries
Choice and Consent
Communication
Surgery
AI summary: Mr D complained the Trust did not advise his wife of TAVR procedure risks or properly assess her fitness. He alleged incorrect catheter placement and anaesthesia caused seizures, leading to her avoidable death.
University Hospitals of North Midlands NHS Trust (P-003384)
NHS in England
Partly Upheld
Access
AI summary: Miss C complained University Hospitals of North Midlands NHS Trust failed to assess the urgency of her broken ankle and delayed her treatment for 12 hours, leading to necessary surgery.
University Hospitals of North Midlands NHS Trust (P-003128)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Dr E complained about her father's care, Mr U, including long waits, delayed collapsed lung diagnosis, lack of monitoring, and inadequate staffing, which she believed contributed to his death.
University Hospitals of North Midlands NHS Trust (P-003036)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: Miss F complained the Trust disregarded reduced fetal movement and growth, believing that noting a placental issue at 34 weeks could have prevented her daughter's death.
University Hospitals of North Midlands NHS Trust (P-003090)
NHS in England
Upheld
Tests
Treatment
Complaint handling
AI summary: Mrs M complained the Trust did not appropriately act on her mother's chest pains or blood test results, delayed an ECG, inappropriately administered medication, and ignored her call bell, resulting in her avoidable death.
University Hospitals of North Midlands NHS Trust (P-003071)
NHS in England
Closed After Initial Enquiries
Drugs / medication
Communication
Nursing care
Communication
AI summary: Mrs C complained the Trust inappropriately managed her husband's eating and nausea, insensitively discussed palliative care, administered midazolam, and did not call her before his death, believing this hastened his death.
University Hospitals of North Midlands NHS Trust (P-002984)
NHS in England
Upheld
Diagnosis
Treatment
Communication
AI summary: Mr C complained his late wife was misdiagnosed, sepsis treatment was delayed, and clinicians failed to communicate her serious condition, contributing to her death.
University Hospitals of North Midlands NHS Trust (P-002606)
NHS in England
Closed After Initial Enquiries
Treatment
Communication
AI summary: Mrs B complained staff did not provide appropriate COVID-19/pneumonia/sepsis treatment for her partner and failed to update her, leading to his death.
University Hospitals of North Midlands NHS Trust (P-002417)
NHS in England
Closed After Initial Enquiries
Diagnosis
Transfer, discharge and aftercare
Treatment
Tests
AI summary: Mrs O complained the urology department withheld information about her enlarged kidney/kinked ureter, failed to treat these issues, and allegedly refused future treatment due to her complaint.
University Hospitals of North Midlands NHS Trust (P-002433)
NHS in England
Partly Upheld
Diagnosis
AI summary: Mrs X complained she was not allowed to accompany her husband to A&E or discuss his symptoms, causing a stroke diagnosis delay and worsening his condition.
University Hospitals of North Midlands NHS Trust (P-002282)
NHS in England
Closed After Initial Enquiries
Treatment
AI summary: After quadruple bypass surgery, Mr U suffered a major bleed requiring further surgery after a junior nurse turned him on his side.
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.