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Hello and welcome to our annual update.
As 2025 draws to a close, we’re looking on a year of significant milestones and forward to the year ahead.
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Paula Sussex announced as new Ombudsman
We welcomed Paula Sussex as the Ombudsman in August this year. She joined PHSO from the financial technology firm OneID where she was CEO from 2023.
This month, Paula shared a blog reflecting on her first few months as Ombudsman and sharing what excites her most about the future.
Ombudsman visits East London
In September, Paula Sussex and visited East London for her first roadshow to hear from NHS staff, charities and advocacy groups about issues affecting the local community.
Along with our CEO Rebecca Hilsenrath, she met representatives from charities and public bodies to discuss how to make public services more accessible. They also visited Barts Health NHS Trust, one of the largest NHS trusts in England, to learn more about the complaints it receives.
A new way to view annual complaint data
Each year, we publish data on the number of complaints we’ve received about the NHS in England and UK government departments, along with the decisions we made at each stage in the process.
This year we improved the way we publish this data to make it easy to find exactly what you’re looking for. This included:
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search and filtering to help you find specific organisations
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a new layout to make the information the information is easier to scan and understand.
Blog: Prioritising Patient Safety with Dr Tony Dysart
We launched a new blog series this year with our senior lead clinician Dr Tony Dysart.
Through the blog, Tony shares good practice and findings from our casework to help colleagues across the NHS use the power of complaints to improve patient safety.
Our podcast: Making Complaints Count
Making Complaints Count is our podcast where we explore the power of complaints and how organisations can use them to learn and improve. This year, our guests have included:
- Lisa Cowley, CEO at Beacon Vision exploring the barriers people with sight loss face when accessing public services and the value of complaints in making improvements
- Sandy Lewis, Director of the Maternity and Newborn Safety Investigation Branch discussing how families can be supported when something goes wrong in maternity and newborn care
- Paul Hetherington, Inclusion and Experience Specialist, Improving Customer Delivery at DEFRA, Gemma Rauer, Deputy Director of Communications and Engagement and Director of Patient Relations at University Hospital Birmingham and Tina Bige, Principal Customer Engagement Manager at Natural England sharing how the Complaint Standards have helped them to learn from feedback to create lasting change.
- Paula Sussex, our new Ombudsman, sharing her experiences of her first few months in the role and what excites her about the future
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