Positive Complainant Feedback
Date Feedback Received
Complaint Upheld (Y/N)
Complaint Not Upheld (Y/N)
Thank you very much for your time today.
I hope the information supplied will be
informative. Hopefully the meeting was as
helpful to you as it was for me. I am told
that I come across very differently in emails
to real life so I rather hope that has been
useful at least.
Once again, I really appreciate your time
and interest, and I really hope the trip back
Thank you very much for responding to all
my questions, and also for letting me know
the case discussion has now been
rescheduled until WITHHELD.
The relatively imminent decision on my
case is a huge moment in my life, and I am
therefore particularly grateful that you
have responded to my recent questions in
such a timely and comprehensive manner.
This helps enormously with my efforts to
manage my emotions at this time.
I really appreciate your call this afternoon.
Thanks for taking the time to listen.
Firstly can I just take this time, to thank you 01-Feb-18
for all of your effort and patience in this
complex case? You have been fantastic and
I was very impressed with your
communication skills with myself and my
WITHHELD WITHHELD WITHHELD. You are
a fantastic case worker and I wish you luck
in your future work.
Many thanks for all the hard work and time
this case has taken yourself and I fully
appreciate you have to look at this without
emotion. Thank you again for all the hard
work into this case and support too.
Please can you mention to your manager
that I really appreciate your
professionalism, empathy, objectivity and
good telephone manner? Being an
WITHHELD in the past, in addition to
having a rich life in experiences, I have
many caps and appreciate the way you
conducted yourself over the phone –
wearing an ombudsman cap with a sense
of realism, separate to what you may think
personally, dealing with difficult subjects. It
is a pity WITHHELD and the WITHHELD
couldn’t have done the same. I wish,
during my work life, I could have dealt with
more people like you as the world would
be a better and more efficient place.
Wishing you a merry Christmas and healthy
and happy new year.
I just wanted to drop you a quick email to
say how much I have appreciated the
support of WITHHELD
WITHHELD has dealt with my case
professionally, whilst being empathetic and
efficient. Overall WITHHELD is a great
ambassador for the Ombudsman Service so
I would be grateful if you could pass on my
Thank you so much for your draft report
which I managed to read over the
I have mixed emotions regarding the
conclusion as I believe things could/should
have been dealt with differently by both
WITHHELD and the WITHHELD from
WITHHELD, however I need to draw a line
in the sand regarding this WITHHELD.
Following your thorough investigation I
believe the treatment received was
correct, the WITHHELD was very
WITHHELD and the outcome would have
likely been the same even if I had
In conclusion, I would like to thank
everybody in your team for all your efforts
and the time taken in investigating my
I wanted to write to you independently and 31/10/2017
in spite of the outcome of the investigation
to thank you for taking the time, care and
effort you have gone through to fully
investigate our complaint. It is clear that
you and the team have done a very
thorough job and, in all of the
circumstances, irrespective of the
outcome, me and WITHHELD are grateful
to you. You could not have done more.
Neither could you have been more
sensitive and understanding of how
difficult the process has been for both of us
and the wider family.
WITHHELD, most sincerely, thank you.
On WITHHELD, I received my WITHHELD at
Thank you very very much for your great
help. I will never ever forget your help and
assistance during the most difficult time in
I highly appreciate your effort.
Thank you soooo much.
My best wishes and gratitude to you.
Thank you for the reports and for your help 24-Oct-17
and support during this process.
When no-one else would listen you did -
and that has made all the difference.
I can now move on with my life - knowing
that I have done all I can to stop this
happening to someone else.
I wanted to make you aware of the positive 17-Oct-17
feedback I have received today from
WITHHELD in relation to WITHHELD.
WITHHELD complaint has recently been
decline due to no indication of
maladministration, but WITHHELD wanted
to make us aware of the ‘exceptional
communication and explanation’
WITHHELD has provided to WITHHELD.
WITHHELD wanted to ensure that I pass
this feedback to you, and wanted to show
WITHHELD WITHHELD appreciation that
although the decision was not what
WITHHELD hoped, WITHHELD is happy
with how WITHHELD case has been
handled and wanted to thank WITHHLED
for all of WITHHELD work.
I would just like to leave feedback for the
Public Health Service Ombudsman in
particular for Case Manager WITHHELD.
WITHHELD has been very thorough in
WITHHELD investigation into the
Treatment and Care that my WITHHELD
who WITHHELD from WITHHELD received
in a very brief stay at WITHHELD.
WITHHELD confirmed what myself and my
family had feared regarding the treatment
and care received.
I would recommend that any individuals
that can not get complaint resolution at a
local level to pursue their case with the
The process of investigation was thorough
and methodical and I appreciated the
updates and correspondence which kept
me updated throughout the investigation.
A big thank you to the Office of the PHSO
Thank you for sending me the draft report.
We have had time to study the contents
and whilst there are some issues that we
will never agree with on the whole we are
happy with your findings and feel that our
complaints have been investigated fairly
and that the facts have been established.
WITHHELD. I do feel though that
WITHHELD is a derisory amount for the
trust to pay considering the failings that
lead to us losing a much loved family
member, no amount of money can ever
compensate us for that loss, but this
amount does seem inadequate.
I would like to thank you for your help and
caring attitude during this investigation
and for keeping me informed as it went
I write to formally thank the PHSO for the
investigation into my WITHHELD care:
In particular I would like to draw your
attention to the work of WITHHELD
(caseworker) and WITHHELD (investigator).
Please may I ask that if WITHHELD is not
part of your team, that you forward this e-
mail to WITHHELD line manager.
I feel both WITHHELD and WITHHELD
deserve recognition and thanks for the
efficiency, support, patience and
professionalism they showed me at each
stage relevant to them, in particular during
phone calls which were often emotive.
Thank you also for taking the time to
source such a distinguished medical expert
to comment on the case.
The process, findings and
recommendations that you made have had
a profoundly positive impact on me which
serves to highlight the valuable work, that
you as individuals, undertake on behalf of
As positive news is not always given I
wanted to drop you a line about this case
I had a message to call WITHHELD back re
the complaint of WITHHELD we declined.
When I called WITHHELD WITHHELD
explained that WITHHELD wanted to thank
me for all the hard work I had clearly put
into his case. WITHHELD explained that
WITHHELD could see from the response,
the reasons why we didn’t uphold the
matter, but was thankful that we were
reassured that the Trust had taken the
matter seriously and made changes to
improve its service. WITHHELD explained
that our reassurance, in turn reassured
I am pleased to be the bearer of good
news. Today WITHHELD called the
Customer Care Team helpline to say that
WITHHELD and WITHHELD were extremely
happy with case worker WITHHELD and the
work that had done on their case. They felt
WITHHELD put extra effort in to come to a
conclusion that was good for all parties.
WITHHELD said WITHHELD communication
had been appropriate and WITHHELD felt
involved. I said I would pass on WITHHELD
compliments to WITHHELD and let
WITHHELD manager know.
In this case we felt as the WITHHELD and
NHS England had taken steps to put things
right we would take no further action. It
appears that despite not taking the case to
investigation, by WITHHELD contacting the
WITHHELD WITHHELD achieved the
resolution the complainant wanted and a
fee for WITHHELD cancelled.
This is just a curtsy message really just to
inform you that I did today receive the
letter of apology from WITHHELD
healthcare trust. I can also confirm that
they have acknowledged that the payment
should have been sent with this letter and
that the payment is in recognition of their
failings as proposed by your office.
I cannot thank you and your staff enough
for your kind assistance in this matter. It
was always my intension that this should
never be allowed to happen to someone
else, hopefully actions taken by the
hospital in recognition of your office’s
recommendations will prevent the
likelihood of a repeat performance. I know
at times my frustration may overspill
towards those who it most definitely is not
intended. I am told medically that this is
the nature of the condition, yet still that
does not excuse it and my deepest
apologies if this has ever been the case.
Two years of fighting to WITHHELD, it
would be so much fairer if your
organisation were the first line of
complaint instead of the last. Maybe one
day it shall be.
Again I am truly grateful to you and your
colleagues for all your help and ensuring
that patients with WITHHELD are not left
languishing in the wrongful diagnosis wing
of a hospital. In that there is victory,
although this should never have been a
Take care and thank you once more.
Thank you for the report regarding my
complaint about WITHHELD Trust.
I have found your investigation and
subsequent report to be thourough,
detailed and very well put together, your
time and professionalism is greatly
Your findings have highlighted the trusts
failings in thier duty of care for my
WITHHELD I am appalled by the Trusts lack
of duty of candour.
I am happy with your proposed
recomendations and sincerely hope that
the trust will act upon them.
Thank you again WITHHELD for believing
myself wich will help greatly with the
Thank you so much for calling this
Please accept my sincere thanks for the
time and effort you have put in to dealing
with my WITHHELD complaint.
From the day you first called me I have felt
so relaxed and comfortable both speaking
to you on the telephone and being able to
trust you with such a personal issue.
Your compassion and understanding has
significantly contributed to my health and
well being because unlike the other people
I have dealt with over the past 2 years you
called me when you said you would, if not
before. The personal contact with you was
a real comfort.
It wasn't hard to resist calling you for
updates for that very reason and the one
time that I did e-mail you, you contacted
me within an hour to offer a response.
You truly have been a pleasure to chat with
and I can't express the amount of gratitude
I feel. So thank you very much.
Thank you for sending the final report.
I just wanted to thank you once again for
all your efforts investigating my complaint.
It has been a very long, painful and
frustrating road and it was such a relief to
be finally taken seriously. I’m very grateful
that you did your best to follow the
complaint through on my behalf, when I
didn’t have the knowledge, let alone the
emotional strength to go any further.
WITHHELD, the work you do is crucial in
attaining some justice for those who are
otherwise helpless and I’m very glad there
are professionals like you around to do
this. I’m also extremely thankful for the
empathy and patience that you brought to
this case. The complaint not being upheld
was an extremely bitter pill to swallow and
I know you did everything possible to
soften the blow. This was very much
I wish you well in all you do, especially with
your future cases.