Nigel Ellis, Executive Director, Local Government Ombudsman (LGO), describes an increase in serious healthcare-related complaints and explores what lessons can be learned from incidences of service failure. 

Nigel Ellis: Indications of serious service failure from QualityWatch

This presentation was delivered at the QualityWatch annual conference on 28 October 2014. Interviewed afterwards, Nigel Ellis said: “We’ve seen an increase in the number of complaints that come to us – quite a dramatic increase – and we are seeing quite serious problems associated, we think, with the service being cut or corners being cut because there are pressures on funding. This is, I think, the most important challenge – to make sure that in the drive to make things more efficient we don’t cut the corners too far. And that’s why we’re speaking out when things don’t work out for particular service users.”