Responding to the Parliamentary and Health Service Ombudsman (PHSO) calls for government to give clarity on its plans for an inquiry into the handling of the COVID-19 pandemic, and the reopening of complaint handling, the director of policy and strategy at NHS Providers, Miriam Deakin said:

“Whilst it was right that PHSO paused its work on NHS complaints to enable the health service to focus on tackling the pandemic, we welcome the reopening of this part of its service as trusts seek to recover and return to a ‘new normal’.

“Further clarity on the government’s plans for an inquiry into overall response to the pandemic would also be welcome. The NHS is already learning from its experiences and there is much to reflect on in terms of the government’s strategy and response.

“As we have seen during the pandemic, NHS staff are dedicated to providing the best care possible whilst working in extremely challenging environments and with high demand.

The NHS is already learning from its experiences and there is much to reflect on in terms of the government’s strategy and response.

Miriam Deakin    Co-Director of Development and Engagement

“Developing a culture of transparency and openness and learning from complaints is vital to ensure continuous improvement in the quality of care people receive.

“Ahead of a potential second peak, it is right that we both celebrate the significant achievements of the NHS during this period, learn from the government’s handling of the crisis and reflect on the real experiences of those who use public services.”