Parliamentary and Health Service Ombudsman (PHSO) Rebecca Hilsenrath KC is visiting Wolverhampton to hear from MPs, NHS staff, charities and advocacy groups about local issues and discuss how people can get justice when things go wrong in public services.    

The Ombudsman looks into complaints about the NHS in England and services provided by the UK Government and its agencies.   

Over the past year, the Ombudsman has highlighted issues around the Windrush Compensation Scheme, mental health care, Do Not Attempt Cardiopulmonary Resuscitation orders, and communication of changes to women’s State Pensions.   

On Thursday, March 6, Ms Hilsenrath will visit The Royal Wolverhampton NHS Trust to learn more about the complaints the Trust receives, the way it handles complaints, and how it learns from them to make positive changes. Last year, the Trust won the Patient Experience Network’s Making Complaints Count award for work around learning from complaints about end-of-life care.   

The Ombudsman will also visit the maternity ward to see how staff work on the frontline and hear from patients directly.  

The following day, the Ombudsman will hold a roundtable with two of Wolverhampton’s MPs, Warinder Juss and Sureena Brackenridge, and representatives from organisations including the Department of Work and Pensions, and Healthwatch Wolverhampton who have helped to coordinate the visit.  

There will be workshops for people working in the voluntary, community and social enterprise sector to help them better support people who use their services to effectively make complaints and seek justice when things go wrong in public services.  

Parliamentary and Health Service Ombudsman Rebecca Hilsenrath KC said: 

My colleagues and I are delighted to be in Wolverhampton to hear directly from people working in the NHS and in the local community about their success stories and the challenges they and the people they serve face with public services.  

 

“When things go wrong in public service, it is important that they are put right for the people affected and that there is learning so that it doesn’t happen again. But neither of these things can happen without people speaking up and making a complaint.  

 

“Complaints can highlight previously unknown issues, bring closure for individuals and improve public services for everyone. They are a powerful tool in holding organisations to account and driving meaningful, positive change. We are here in Wolverhampton to learn and share ideas about how we can help people to feel confident about making complaints when things go wrong. This will lead to lasting change for the benefit of all.”  

Stacey Lewis, Service Manager at Healthwatch Wolverhampton, said:

We welcome the PHSO visit to Wolverhampton, and we are pleased to be part of a day of activity to help more people have a stronger voice in their care. It is a timely event as our local Healthwatch is part of a current campaign encouraging people to Share for Better Care.

 

“The PHSO plays a very important role in using feedback to drive improvements in health and care. This opportunity will not only help to educate and empower those supporting residents to effectively make complaints, but it will allow them to see why health and social care services such as our local hospital trust value their feedback.” 

Published March 05, 2025

Often the Office is requested by the media for information resulting from investigations conducted by the Ombudsman and the Commissioners. 

By virtue of Art 21(1) of the Ombudsman Act 1995, information  from investigations of the Ombudsman and the Commissioners is not only confidential but also secret.

The source of this provision is Art 21 of the Ombudsmen Act 1975 of New Zealand.

The Office is therefore precluded from giving any such information from investigations even if requested by the media.

The obligation of secrecy on the Office is not only crucial but in the very interest of complainants and respondents (the public service and/or public administration) alike.  It ensures that during investigations information is provided to the Ombudsman and to the Commissioners without fear of prejudice of any nature.

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L-Uffiċċju tal-Ombudsman ma jistax jagħti tagħrif li jirriżulta waqt investigazzjonijiet

L-Uffiċċju tal-Ombudsman spiss ikollu rikjesti mill-midja sabiex jagħti tagħrif li jkun f`investigazzjonijiet li jkunu saru mill-Ombudsman u mill-Kummissarji.

L-Art 21(1) tal-Att tal-1995 dwar l-Ombudsman 1995 jgħid li t-tagħrif tal-investigazzjonijiet tal-Ombudsman u tal-Kummissarji mhux biss huwa kunfidenzjali iżda sigriet.

Il-mudell ta` din id-dispożizzjoni huwa l-Art 21 tal-Ombudsmen Act 1975 ta` New Zealand.

L-Uffiċċju tal-Ombudsman huwa prekluż milli jagħti kull tip ta’ informazzjoni li toħroġ minn investigazzjonijiet anke jekk it-talba ssir mill-midja.

L-obbligu tas-segretezza mpost fuq l-Uffiċċju huwa kruċjali u huwa fl-interess kemm tal-persuni li jagħmlu l-ilment iżda wkoll tas-servizz pubbliku u/jew l-amministrazzjoni li jkunu jridu jwieġbu għall-ilment.  Is-segretezza tat-tagħrif tiswa sabiex dan ikun jista` jingħata mingħajr biża' ta' preġudizzju ta' kwalunkwe 

From Office of the Ombudsman 

Published on 5 March 2025

Last updated on 5 March 2025

A member of our Complaints Team will be in Loughrea Family and Community Resource Centre on Thursday 27 March. This is a once-off event open to the public, and we will be available to take complaints about public bodies and provide advice on dealing with any complaint about a public service.

These include:

• government departments

• local authorities

• the Health Service Executive (HSE)

• agencies, such as charities and voluntary bodies, that deliver health and social services on behalf of the HSE

• public hospitals

• publicly funded third-level education bodies

• public and private nursing homes

Before complaining to the Ombudsman:

• You must have tried to resolve your complaint with the body before contacting us.

How to complain to a public service provider

• Please bring any information with you to support your complaint such as letters, forms, or reference numbers

• The Ombudsman cannot take complaints about consumer matters, financial products, private pensions or An Garda Síochána.

Ombudsman Complaint Clinic

Thursday 27 March 2025 (10am-1pm and 2pm-4pm)

Loughrea Family and Community Resource Centre

Pigott's Street Loughrea

H62 PV02 Co Galway

"If we want to be truly inclusive, we have a never-ending task ahead of us," underlined Deputy Human Rights Ombudsman Dr. Dijana Možina Zupanc today, 28 February, at a conference in honour of the first Inclusion Day in the Republic of Slovenia. In her contribution to the National Assembly, she pointed out, among other things, the many open areas that we as a society must address if we want to become truly inclusive, and emphasised that the basis of inclusion is respect for the human rights of everyone.

"At the Ombudsman, we constantly point out the importance of respecting human rights as a key element of an inclusive society. We are the voice of those who are often overlooked by society," she said, pointing to the example of a woman who was not recognised as having an occupational disease due to a lack of proper documentation, which affected her rights. Such cases are a reminder of systemic shortcomings for which the Ombudsman demands solutions, she stressed.

Although progress can be seen in some areas, there are still many challenges, such as the social gap between social groups, poverty, and social exclusion, especially among the elderly and the unemployed. "That is why we at the Human Rights Ombudsman so often emphasise the need to strengthen social programmes and increase the accessibility of society. This is not only measured in the physical accessibility of facilities, which we at the Ombudsman have been particularly concerned with in recent years and have warned authorities, including the government, about the consequences of ignoring regulations and conventions. It is also measured in accessibility to services, which we have drawn attention to, for example with our analysis of the accessibility and responsiveness of general and family medicine clinics, which has shown many anomalies in the system," she pointed out.

She also reminded Assembly Members that while digitalisation and advanced technological solutions bring many advantages, they can also become a source of exclusion, especially for those who find it difficult to keep up with rapid technological changes. "That is also why we at the Ombudsman draw attention to the need for solutions that will take into account the needs of all residents and promote accessibility and equal inclusion," she said.

She also drew attention to the numerous challenges faced by people with disabilities, to decision-making on issues relating to vulnerable groups without their participation, and to the challenges in integrating minorities and immigrants. She assessed that by changing legislation alone, but without changes in the mindset of society, we will not achieve true equality. "That is why awareness-raising, education, and the strengthening of critical thinking are key, starting from childhood," warned Deputy Ombudsman Dr. Možina Zupanc.

She also pointed out the importance of (more) respectful public discourse and assessed that without a culture of dialogue, we cannot truly change society towards lasting prosperity and progress for all. According to the Ombudsman's findings, the erosion of accountability is also an important challenge that needs to be addressed. "Unreasonably long and complicated decision-making procedures, unequal treatment and ineffective supervision, lack of an obligation to explain, and I could go on and on. In short, the violation of the principle of good governance is one of the most common violations of human rights and all of this is also a reflection of the state (values) of society," the Deputy Ombudsman added. She also emphasised that an inclusive society is based on trust, dialogue, and a community effort for justice. "Slovenians have already proven that we are a socially responsible community that cares about the well-being of others. By joining forces, we can co-create a society based on respect and dignity for all its members. "Let today be the impetus for steps towards a society where diversity becomes a source of strength and dialogue is the key to justice and inclusion," she added.