Public Service Ombudsman: What GP Practices Need to Update
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A new name, but the same important role.
From 1st October 2026, the Parliamentary and Health Service Ombudsman (PHSO) became the Public Service Ombudsman.
Its role in independently investigating NHS complaints in England remains unchanged, but GP practices should review their complaints policies, patient information, website content and correspondence templates.
Small changes help ensure patients receive clear, accurate information about where to seek support.
Key actions
- Update the practice complaints policy with the new organisation name
- Check complaints leaflets, posters and patient information materials
- Review the practice website for outdated references and links
- Update standard complaint response letters and templates
- Confirm that published contact details and signposting information remain correct
Sources & Further Reading
This memo provides general operational information and should be read alongside current national guidance, relevant legislation and local policies. Practices should seek appropriate clinical advice when making decisions about specific risks or procedures.