This investigation found that the system for communicating with patients on healthcare waiting lists is in ‘disarray’, and concluded that significant and repeated failures across the system amounted to ‘systemic maladministration’.
It urged the Department of Health to work with Health Trusts, GPs and others to address the failings.
In June 2021 the Ombudsman found that repeated failings by the Department for Communities in how it handled further evidence amounted to ‘systemic maladministration’. Ombudsman Margaret Kelly made 33 recommendations on how the system could be improved.
This follow-up report shows that out of the 33 recommendations made, 10 have been fully met, 18 partly met, and 5 not met.
Our investigation found that the Department for Communities and Capita failed to properly obtain and use all relevant medical information to help them assess claims for the Personal Independence Payment (PIP) benefit.