3.6 The Ombudsman will only investigate complaints by, or on behalf of, individuals
who claim to have suffered hardship or injustice as a result of a failure of service,
or a failure to provide a service, or - save where the complaint is about clinical
judgement - maladministration. Where clinical judgement is involved, the Ombudsman
has indicated that he will have regard to professional advice as to whether the
actions or decisions complained of were based on a reasonable and responsible
exercise of professional judgement of a standard which NHS patients could reasonably
be entitled to expect in the circumstances.
