Parliamentary and Health Service Ombudsman Reviews 

I approached the Parliamentary and Health Service Ombudsman because I believed I had been seriously failed by NHS care. I expected an independent, transparent investigation. What I experienced instead has left me deeply concerned about the way my complaint was handled.

After obtaining my records through Subject Access Requests, I spent months analysing and cross-referencing PHSO’s own case material. Those records showed that my case had progressed through clinical advice, a Section 8 assessment and a proposed Detailed Investigation that passed Quality Assurance, before later being closed on materially different findings. I have still not been able to identify a complete contemporaneous reasoning trail explaining that change.

The disclosed records also raised unresolved questions about the evidential basis of the clinical advice, the treatment of later representations from the GP practice, whether I was given an equivalent opportunity to respond before closure, and how identified concerns were ultimately reconciled with a finding of no maladministration. These are the same kinds of process and evidential concerns I raised formally in my review request.

PHSO’s final reconsideration also states that further independent GP advice was obtained and relied upon. Yet, after reviewing the material disclosed to me, I have still not been able to identify the completed follow-up opinion itself. I have now had to make a further targeted disclosure request simply to obtain the clinical advice and decision trail behind the final decision.

When I challenged these issues firmly but respectfully, I was warned that my contact could be managed under PHSO’s Respectful Behaviour Policy. I found that intimidating. My correspondence was evidence-based and concerned PHSO’s own records, not personal attacks on staff. My formal complaint at the time specifically raised whether the warning was proportionate and whether it risked inhibiting my legitimate participation in the reconsideration.

I have now reached the end of PHSO’s internal process. As of today, I remain without appropriate NHS care for this condition and continue to self-fund treatment so that I can remain well enough to work, pay my mortgage, support my daughter and live as full a life as possible.

I have a PhD and strong research skills, and even I found it extraordinarily difficult to reconstruct what had happened from the disclosed records. Most patients will never have the time, confidence or resources to do that.

Nobody should need months of forensic research simply to understand how an accountability body reached its decision.

I was repeatedly instructed to mislead the Police by my local surgery, so I went to the PHSO with the evidence.

The PHSO said because it didn't kill me or cause me pain they wouldn't even consider it.

Judging by the other reviews on this site, I do not think they would have acted if it had killed me. Although raising a complaint posthumously would be tricky. Clearly the PHSO exists to continue the pantomime of a functioning country.

My experience tells me that public money is used to fund institutions that harm the community. Further, public money is then used to fund the regulatory bodies that refuse to act. From this one can only draw a single conclusion: that our bureaucratic procedures exist to expend energy of the public, and to preserve the rot.

We should all be concerned that soon the public might tire of writing strongly worded letters.

This service is not fit for purpose. The whole reason someone might complain in the first instance to an NHS trust, is that somehow the trust has caused a problem, hurt the patient, could learn from a mistake, improve, been negligent in some way. This is not exhaustive yet they are some of the reasons people complain. The PHSO in recent years refuses to investigate most complaints. There are several where I have been done serious harm. They continue to do harm and the PHSO refuses to look into matters. I would say another patients records incorporated into mine and me given the wrong treatment is pretty harmful. Another is being told I don’t have a condition I do have and being given the wrong medications despite xrays showing the condition. I also complained to the PHSO about ambulance staff dropping me off in a and e with a headache when my gallbladder was close to popping. I had to go private for life saving treatment including an operation. We need a service that is there to help the NHS to work again. At present the PHSO is doing as much harm as some areas if the NHS. I give up trying to complain now and have taken all my treatment private. This is not a choice or option for some people and it breaks my heart I can’t do anymore to make the PHSO listen to how bad things have got. Even when they rule in your favour as they have done on one of my cases they refuse to uphold their decision when the service does not comply. Absolutely useless valueless service which needs rethinking.

Don’t waste your time, it’s like having a guard dog without teeth, utterly useless and are clearly on the side of the NHS (in my particular case)
The NHS very nearly blinded me for life, luckily I had the means to seek private health care
The PHSO claim to be independent but they are not, another government and taxpayer funded organisation that’s not fit for purpose.

Don't waste your time making a complaint to this organisation who will ignore and obstruct the consideration of evidence, fabricate a reason not to criticise failing and poor medical practice and care. Their aim is to clearly NOT improve medical care. I am a retired NHS Consultant and I diagnose institutionalised delusion, they attempt to legitimise their failings by illusion. I wish that I could find a positive for the staff and organisation.Problems shown by: phsothetruestory.com and Private Eye Reports.
For good measure they are imminently to change their name to Public Service Ombudsman! The time honoured way to bury and hide significant problems.

If you read their reviews, you’ll see my experience isn’t unique — it’s the norm. The PHSO is a dead end, a regulator in name only, and a complete failure for anyone seeking real accountability.

I submitted my complaint via my MP. It is sad that this final and last stage of my appeal arrived at the PHSO, which is as useless and good for nothing as the organisation I was complaining about (the ICO). I suppose not all of those who had written reviews of the ICO here on Trustpilot bothered to appeal to the PHSO, seeing how useless and incompetent these government organisations are. Friendly, polite, good-mannered, yet providing no help at all.
The alleged reason the PHSO decided not to deal with my complaint was not because I was wrong or did not have a point, but because there were not enough complaints about the ICO submitted to the PHSO, or so they say. Very disappointing.

I whistle blew on my serious case emailed the Head several times not once has she ever replied. In my view PHSO is not fit for purpose and should be closed with immediate effect . Not sure what The PHSO was set up to do .My experience is appalling at every level . I complained of its incompetence .Duly sent a pro forma email. Case closed despite very serious failings of a disabled stroke survivor .I had no idea a stroke was so trivial which has left me physically disabled for life until I endured the quangos.I star is far too generous. It should not have any

I recently tried to get digital access to my mother’s health records to manage her care as her attorney because she has Alzheimer’s and vascular dementia. The NHS guidance online says this is available to anyone, whilst my mother’s GP was adamant that it was not possible and obtained local guidance to confirm this. I raised this as a complaint with the PHSO. They said they only take on cases where the outcome will make a difference to many people. I felt my case would be taken up because clearly there is either something wrong with the local guidance or the NHS guidance and this won’t just be affecting me. After an initial review, they rejected my complaint because they said they didn’t have the power to request any changes by the GP or the NHS. That very much feels like a brush-off to me because, whilst they do not have the legal powers to enforce changes, they can request changes. As an ombudsman, that is their raison d’etre. Their reason for rejecting my complaint was spurious in my view. What is the point of an ombudsman that will not seek to affect change in the bodies they are supposed to be overseeing?

These people just don't care a bit just thier to defend the NHS don't use them u wait for years for them to take on you're case and then flob u off with use a soilicter as a pensioner how do u afford that .My dad died it was an open and shut case but they made no effort to send me medical records that would have proved my case A total waste of time . These people seem to never go away just take thier wages and so what shame on them beware. 50O Tax payer workers all just useless

My mother was admitted to Northwick Park Hospital in November 2024 with Stage 4 chronic kidney disease. During her admission, she underwent a contrast CT scan despite the known risks associated with impaired kidney function.

What has been most upsetting is that the Parliamentary and Health Service Ombudsman found the Trust did not fully explain the risks or the rationale for proceeding with the scan before it took place. As a result, my mother was deprived of the opportunity to make an informed decision about her own treatment. The Trust apologised and accepted that improvements to patient communication were needed.

Although the Ombudsman ultimately concluded the scan was clinically justified, our family has lived with the distress of my mother's deterioration in kidney function, hospital readmission and the uncertainty surrounding what happened. The complaints process took around 20 months to conclude, which added significantly to the emotional strain on our family.

Every patient deserves to receive clear information about the risks, benefits and alternatives before treatment, particularly when they have a serious pre-existing condition such as chronic kidney disease. I sincerely hope the changes the Trust says it has made will ensure that no other family experiences what ours has.

Bully Senior caseworkers - These caseworkers are bad news. Very untrustworthy caseworkers who have ignored a Public Health risk at Heartlands Hospital. An oncologist missed Liver cancer while treating the patient for several years. Leading to the patients death. Through the setting up of the complaint I was bullied and discriminated by the senior caseworker who eventually used false misleading statements to not investigate the complaint at all. I complained to her manager who failed to respond to a service complaint. Giving the senior caseworker further opportunities to bully me. This caseworker has failed to understand what her responsibilities are seeing a complete lack of professionalism. I only understand this unusual behaviour as totally corrupt management of all cases put the organisation. Due to the situation I have been left in, I’ve been left with no answers to why the Trust left my late stepfather in this way. Why would the senior caseworker do that. This organisation is unsafe and needs to be shut down immediately. I would advise everyone to not use this organisation as they’re totally unsafe to use. Use a trusted law firm only. A reminder also, this organisation are changing their name soon. This is to cover all their bad reviews under Trust pilot. The staff are not changing who are incapable of being honest. They will remain corrupt under the new name so don’t be fooled by the change of name.

A corrupt, dishonest government organisation covering up clinical negligence, breaches of duty and criminal behaviour. If you have sustained harm like I did, and are hoping to get justice via this organisation, I wouldn't even try. They only side with the powerful people and institutions. Shameful, disgraceful service funded by taxpayers.

Waste of time ! I approached the PHSO after the NHS refusing to assess a learning disability, after supplying thecPHSO with my evidence they surprisingly sided with the NHS that they conducted their referral accurately.

Absolute waste of tax payers money, this is the second time two separate issues with the NHS I have approached thecPHSO for help, both occasions they sided with the NHS

I would give them 0 stars if I could. I long a drawn out case, and clear evidence that the NHS/ICB/CHC failed my severely disabled son, yet, this ombudsman felt my son's disabilities were not exceptional enough and that he required urgent neuro physiotherapy to combat his disabilities, yet the NHS can not provide that care nor want to fund for private, even though they are suppose to provide that need. Shame on this ombudsman. This case is now with a solicitor who has stated they have failed my son in so many ways.

Quangos, that are an affront to integrity, and a good example of what systemic failure in an utterly broken Uk state.
These crappo Ombudsman exist only to provide jobs and pensions for useless individuals. They are a shambolic scam!!

Waste of tax people's money
Does not look at facts. Only there to defend and lie on behalf of GPs.

Absolutely shocking service. Not fit for purpose. I doubt whether they even looked at my case properly
Wont go into detail or id be here forever!
This company is definitely one sided
Shocking! Absolutely shocking!

Worse than a 1* reviewed travel insurance claims company. Ist tier staff hopeless. No wonder hospitals are so keen to suggest that any complaint be directed to them.

my emg entirely proved the phso surgeons prediction to be wrong entirely wrong !!! the phso let their surgeons report stand despite my emg report written within days of the phso surgeons report , what madness is this ????!!!!