The Parliamentary and Health Service Ombudsman (PHSO) and NHS Resolution (NHSR) have signed a memorandum of understanding signalling their commitment to working more collaboratively over the next year.

Both organisations hold valuable insight on emerging safety issues, recurring failings, and areas of operational pressure across the health system. More effective sharing of this information between the two organisations will enable them to:

• provide robust evidence to the NHS about areas of safety concern
• help prevent future failings in care and support the safe delivery of services
• better plan for demand on their services, recognising that an increase in complaints could signal an increase in future claims, and vice versa.

Their work will also focus on making sure their own services are accessible and designed around the needs of the people who use them. They will work together more closely to:

• clearly explain to service users the differences between PHSO and NHSR’s functions
  • improve mutual understanding between staff in both organisations to support more effective collaboration 
  • strengthen and standardise signposting between the two organisations 
  • improve communication in cases where both PHSO and NHSR are carrying out an investigation.  

Rebecca Hilsenrath KC (Hon), Chief Executive of PHSO, said: 

“This agreement will strengthen the existing partnership between our two organisations. We have a clear shared focus: sharing the learning from complaints and disputes to improve patient safety across the NHS. I look forward to working in closer collaboration with Helen and her team at NHSR to see how we can jointly use our insight to prioritise the patient voice and drive service improvements.”

Helen Vernon, Chief Executive of NHSR, said:

“Partnership working to achieve shared objectives is a priority for NHSR. We are delighted to be taking forward work with the PHSO to make the most of our shared data and expertise to support wider improvements for the benefit of patients.”