Book News: August 2nd, 2004

The Ombudsman’s annual report on the health service highlights poor communication between staff and patients as the root cause of many complaints. The cases selected for publication in the report provide examples of what went wrong and what should be done to prevent mistakes happening again. They are taken from a range of healthcare settings across England. The cases included reveal poor planning for the care of patients leaving hospital and a lack of involvement for the family and carers, nursing care which doesn’t meet the needs of patients and GP deputising services which are inadequate, sometimes with serious consequences. There are also examples of poor complaint handling by NHS trusts.Ombudsman’s Annual Report, HSC Selected Cases 2003-2004 HC 704, is available at: