Holding NUH to account

Members of the public can hold NUH to account in a number of ways. These include attending public Board meetings, where key decisions and performance updates are discussed openly. Members of the public can submit questions in advance or raise concerns through our established channels, as listed in Appendix 5, certain matters require confidentiality due to legal, commercial, or personal sensitivity (e.g., contract negotiations or tenders) and will therefore be discussed in a confidential board session.

We also encourage public involvement through patient and public engagement forums, surveys, and consultations. Feedback received through these mechanisms directly informs service improvements and organisational priorities.

Concerns or complaints can be raised directly with NUH through the Patient Advice and Liaison Service (PALS), the Friends and Family Test (FFT) scheme, or the formal complaints process. Feedback is essential in helping NUH improve services and address any issues (see appendix 7 for further details).

The Parliamentary and Health Service Ombudsman (PHSO), an independent body plays a key role in accountability and patient rights. The Ombudsman makes final decisions on complaints that have not been resolved by NHS in England. The Ombudsman operates independently of the NHS and government.