Assistive Listening Knowledge Base
  • Article (ombudsman case summary)

Reasonable adjustments not put in place for dyslexia

From https://assistivelisteningknowledgebase.org/evidence/phso-nhs-england-review-loop/ · record checked 13 October 2026

  • Parliamentary and Health Service Ombudsman
  • ombudsman.org.uk

Government (public ombudsman’s account of an NHS England complaint)

Summary

An NHS England review-meeting complaint included a hearing loop that could not be used in the booked room. The ombudsman recommended an apology, £500 and service improvements for the combined adjustment failures.

Key findings

  • The page is part of a report published and updated on 1 September 2026. It describes requests starting in May 2019 for adjustments at an independent review panel meeting about continuing healthcare funding; it does not give the decision date.
  • NHS England arranged a hearing loop for a relative supporting the complainant, but the room booked could not use the equipment. The ombudsman says this prevented the complainant from getting the needed support.
  • The ombudsman found that NHS England did not provide all requested adjustments, did not properly consider feasibility or alternatives, and lacked evidence that those involved in the meeting had been told about the adjustments.
  • The account also records positive steps: the meeting was made longer and its chair followed the requested discussion order. Other preparation and report-format adjustments were missed.
  • The ombudsman recommended acknowledgement, an apology, £500 and an explanation of learning and service improvements. It reports subsequent policy and procedure changes for recording and fulfilling adjustment requests.

Limits

An anonymised case summary, not the full investigation or a court ruling. Publication on 1 September 2026 is not the decision date, which is unstated. The £500 recommendation covers multiple failures and cannot be assigned solely to the loop. The room/equipment incompatibility is not technically explained.

Read the original

www.ombudsman.org.uk/publications/spotlight-accessible-communication-your-stories-your-rights/reasonable-adjustments-not-put-place-dyslexia

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Cited in

Cite this source

Parliamentary and Health Service Ombudsman. Reasonable adjustments not put in place for dyslexia. ombudsman.org.uk. 1 September 2026. https://www.ombudsman.org.uk/publications/spotlight-accessible-communication-your-stories-your-rights/reasonable-adjustments-not-put-place-dyslexia (accessed 13 October 2026).

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