Report of the Health Service Ombudsman on Ten Investigations into NHS Care of Older People

Foreword by Health Service Ombudsman for England, Ann Abraham:

I am laying before Parliament, under section 14(4) of the Health Service Commissioners Act 1993 (as amended), this report of ten investigations into complaints made to me as Health Service Ombudsman for England about the standard of care provided to older people by the NHS.

The complaints were made about NHS Trusts across England, and two GP practices. Although each investigation was conducted independently, I have collated this report because of the common experiences of the patients concerned and the stark contrast between the reality of the care they received and the principles and values of the NHS.

Sadly, of the ten people featured in this report, nine died during the events described here, or soon afterwards. In accordance with the legislation, my investigations were conducted in private and their identities have not been revealed.

I encourage Members of both Houses to read the stories of my investigations included in this report. I would ask that you then pause and reflect on my findings: that the reasonable expectation that an older person or their family may have of dignified, pain-free end of life care, in clean surroundings in hospital, is not being fulfilled. Instead, these accounts present a picture of NHS provision that is failing to respond to the needs of older people with care and compassion and to provide even the most basic standards of care.