Ombudsman visits Blackpool over health service complaints

May Ashford's husband, Alan, was one of over 100 people who made a complaint to the PHSO

A national advocate for health has revealed he has investigated 103 complaints about health services in Blackpool since April 2021.

Parliamentary and Health Service Ombudsman (PHSO) Rob Behrens is visiting the resort to urge residents to complain when things go wrong.

He has investigated complaints about pharmacies, hospitals, medical centres, dental practices and GP surgeries.

One case involved of a mum-of-three who died from an operable brain tumour.

May Ashford, from North Shore, died in 2015 after doctors at Royal Preston Hospital failed to properly monitor her scan results.

Mrs Ashford was told her tumour was not growing, despite regular MRI scans showing it was pushing her brain to one side.

Her husband subsequently brought a complaint to the PHSO with Mr Behrens' investigation finding Mrs Ashford was offered surgery too late, the Local Democracy Reporting Service said.

Lancashire Teaching Hospitals Trust previously apologised to Mrs Ashford's family and said it had provided a detailed action plan, showing how changes had been made to "ensure other patients and their families do not have a similar experience".

'Power of complaining'

Mr Behrens said: "We are keen to hear from residents in Blackpool about their experiences. Blackpool is an area that faces many challenges as one of the most deprived areas in the country.

"By visiting the coastal town, we hope to learn from residents and organisations to understand why some people face barriers in complaining.

"I believe in the power of complaining. A complaint has the power to reveal the truth, bring closure and create lasting positive change.

"When things go wrong in public services, people should feel empowered to speak up about their experiences so the NHS, the government and its agencies are held to account and standards improve."

The ombudsman and PHSO's chief executive Rebecca Hilsenrath will speak to community leaders and visit organisations including Blackpool Victoria Hospital.

Beth Martin, project manager at Healthwatch Blackpool which has helped organise the visit, said: "We hope that this visit will be the start of an ongoing relationship where we showcase all of the amazing work that is happening to engage, advocate and empower our residents."