TAILIEUCHUNG - Listening and Learning: the Ombudsman’s review of complaint handling by the NHS in England 2010-11

The countries in which you are serving most likely inherited educational systems from Britain or France. The original goal of these systems was to provide education to the children of the local elites and to supply the colonial administrations and trading companies with clerical staff. Remarkable progress has been made since the former colonies achieved independence. Educational opportunities have been expanded at all levels as national leaders put a priory on productivity and economic growth. However, the colonial inheritance remains evident in some secondary schools, perhaps especially to American eyes, in the strong emphasis on centralized academic programs | Parliamentary and Health Service yy Ombudsman Listening and Learning the Ombudsman s review of complaint handling by the NHS in England 2010-11 Patients and their families need to be empowered encouraged and enabled to have their say. When they speak up they need to be listened to and what they say should be acted on. Ann Abraham to the Mid Staffordshire NHS Foundation Trust Public Inquiry Parliamentary and Health Service Ombudsman Listening and Learning the Ombudsman s review of complaint handling by the NHS in England 2010-11 Ordered by The House of Commons Tenth report of the Health Service Commissioner for England Session 2010-12 Presented to Parliament pursuant to Section 14 4 of the Health Service Commissioners Act 1993 to be printed on 17 October 2011 HC 1522 London The stationery office For additional information on complaint handling please see our report A statistical breakdown of complaints about primary care trusts and relevant care trusts HC 1523 . Our role The Parliamentary and Health Service Ombudsman considers complaints that government departments a range of other public bodies in the UK and the NHS in England have not acted properly or fairly or have provided a poor service. Our vision To provide an independent high quality complaint handling service that rights individual wrongs drives improvements in public services and informs public policy. Our values Our values shape our behaviour both as an organisation and as individuals and incorporate the Ombudsman s Principles. Excellence We pursue excellence in all that we do in order to provide the best possible service we seek feedback to achieve learning and continuous improvement we operate thorough and rigorous processes to reach sound evidence-based judgments we are committed to enabling and developing our people so that they can provide an excellent service. Leadership We lead by example so that our work will have a positive impact we set high standards for ourselves and others we are an .

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