Parliamentary and Health Service Ombudsman (PHSO): Complaints Research

to the hospital or government department where poor service was experienced) and to PHSO Underlying this are a number of additional questions: • Which groups/communities could potentially be at greater need of requiring PHSO’s services? • Which groups/communities are least likely to make a complaint? • Which groups/communities are least likely to know about PHSO? • What are the barriers to making. [...] Equally, a sense of privacy is paramount, and a minority were also concerned about ‘gossip’ and stigma due to the close-knit nature of the communities they are a part of, which would act as a barrier for some in reaching out to those within their faith groups. [...] Those in the East of England are less likely to be confident in their knowledge of how to complain to an ambulance service (26%), and those in the West Midlands are less YouGov plc, 50 Featherstone Street London EC1Y 8RT. [...] Notably, those in London are slightly less likely than those in the UK as a whole to agree that they have a right to complain if unhappy with a service – though the difference is marginal. [...] 25 “The principle of the issue, and the health of loved one should be enough to escalate to complain.” (Male, parent of three children or more) 5.3 Motivation to complain Turning to look at what motivates people to make a complaint, ensuring failures are rectified (93%) and that others do not face the same issues in the future (91%) are considered the most important.