England's Health Ombudsman comments on the CQC's State of Care report

Commenting on the publication of the CQC's State of Care report, an annual assessment of the state of health and social care in England, Rebecca Hilsenrath, the Parliamentary and Health Service Ombudsman, said:

“Receiving a quick diagnosis and treatment is often critical to achieving a better health outcome. This report is a sobering but not surprising read. It lays bare the challenges that patients face as they struggle to access the right care at the right time. Tackling this must be a priority for Government as it seeks to create its 10-year-plan to rebuild a stronger NHS and restore confidence in the system.  

“The concerns raised about maternity, mental health, dentistry and cancer care align with the complaints that we receive and the failings we see in our investigations. Over many years we have urged leaders to act to improve patient safety in these areas. 

“Compassion and accountability are at the heart of high-quality healthcare, but they are often compromised by a widespread culture of defensiveness, a failure to learn from mistakes and sometimes also by a lack of effective collaboration between different teams within the NHS. Leaders in the NHS and Government must work together to tip the balance back in the right direction, and listen properly to patients in order to reduce risks to patient safety and improve quality of care for everyone.” 

About the PHSO

We independently investigate complaints about UK government departments, other public organisations and the NHS in England. We believe complaints have the power to reveal the truth, create lasting change and inspire a better relationship between people and public services. Our service is free, fair and open to everyone.