Annual Report 2007-08 - the Parliamentary and Health Service ...

Parliamentary and health service ombudsman annual report 2007-08Outcomes of our investigationsOverall, during the year we fully upheld37% of complaints investigated (34% in2006-07); partly upheld 18% (28%); anddid not uphold the remaining 45% (38%).The picture is quite different forParliamentary and Health investigationsas figure 18 indicates. We upheld thecomplaint in full or in part in 68% ofParliamentary investigations. In Healthinvestigations we upheld the complaintin full or in part in 49% of cases.Compliance with recommendationsOver 99% of the recommendations wemade during the year have been acceptedor are currently being considered by thebody or practitioner complained about.The majority of recommendations inour Parliamentary investigations werefor financial compensation forinconvenience or distress, underlining anapology. Others included financialcompensation for loss, or some actionto remedy the failure identified.The majority of recommendations inour Health investigations focused onan apology or reconsideration of thedecision. Others included action to remedythe failure identified, or some action toprevent a recurrence (for example, a reviewof or changes to procedures, or stafftraining). Financial remedies have alsofeatured, for example as compensation fordirect financial loss or in recognition of thedistress and inconvenience caused by poorcomplaint handling.We have experienced particulardifficulties with two individual primarycare practitioners – one locum GPand one dentist – who were reluctantto comply with our recommendationsfor financial compensation for poortreatment and/or poor complainthandling. We will not hesitate to ‘nameand shame’ the NHS practitioners inour published reports in such cases and,where we have concerns that theiractions or omissions constitute a riskto the health and safety of patients, wewill bring our concerns to the attentionof the relevant professional regulatorand/or to their employer.Figure 18Outcome of complaints investigated in 2007-08Reported on:fully upheldReported on:partly upheldReported on:not upheldParliamentary – tax credits 40% 20% 40%Parliamentary – other 35% 34% 31%Parliamentary Total 37% 31% 32%Health – continuing care 51% 5% 44%Health – other 36% 12% 53%Health Total 38% 11% 51%PHSO Total 37% 18% 45%69