About us

NHS Resolution is an arm’s length body of the Department of Health and Social Care. We provide expertise to the NHS on resolving concerns and disputes fairly, sharing learning for improvement and preserving resources for patient care.

In 2022 we published our strategy for 2022 to 2025. The strategy builds on the work undertaken since 2017 to focus on early intervention, and avoid unnecessary court action and other formal processes.

The 2023/24 business plan explains in detail how NHS Resolution will deliver its priorities over the year and how the impact of its activities will be measured.

Our main functions are:

  • Claims Management: delivering expertise in handling both clinical and non-clinical claims to members of our indemnity schemes;
  • Practitioner Performance Advice: delivering expert advice, support and interventions on the fair management of concerns about the performance of doctors, dentists and pharmacists;
  • Primary Care Appeals: an impartial resolution service for the fair handling of primary care contracting disputes; and
  • Safety and Learning: supporting the NHS, our members and beneficiaries to better understand their claims risk profiles, to target their safety activity while sharing learning across the system to improve patient care.

    Our core functions are supported by the following departments:

     

    • Corporate services: providing expertise in finance, human resources/organisational development, corporate governance and business development;
    • DDaTT: enabling us to deliver our services effectively and keep the information we hold safe with robust data security; and
    • Policy, Strategy and Communications: enabling us to promote the work of NHS Resolution among our scheme members, system partners and other stakeholders.

    Our strategic priorities for 2022 to 2025

    Our focus to 2025 is on four priorities:

    1. Deliver fair resolution. All of our services will focus on achieving fair and timely resolution, wherever possible keeping patients and healthcare staff out of formal processes to minimise distress and cost.
    2. Share data and insights as a catalyst for improvement. Ensuring that our unique datasets help derive usable insights that benefit patients and the healthcare and justice systems.
    3. Collaborate to improve maternity outcomes. We will build on our reputation as a trusted partner in the maternity healthcare system, bringing together key parties to see what more can be done to support the government’s maternity safety ambition to halve rates of stillbirth, neonatal and maternal death and brain injuries that occur during or shortly after birth by 2025.
    4. Invest in our people and systems to transform our business. The NHS is undergoing major restructuring while continuing to respond to and recover from the pandemic. We will develop our services to support this and have initiated two major change programmes to invest in our people, systems and services to continue delivering best value for public funds.

    In developing this strategy we have paid close attention to our external environment and how it is likely to change over the next few years. We have chosen to pursue a three-year strategic period as we envisage our programmes will have an impact within this timeframe, and in recognition of the fast-changing environment we work in. We will continue to review the external environment and are confident that we will be able to respond to unexpected change given our organisational resilience, particularly through our wider supply chain partners.

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    Our services

    All of our services will focus on achieving fair and timely resolution, wherever possible keeping patients and healthcare staff out of formal processes to minimise distress and cost.

    Claims Management

    Explore this section for more information on our clinical and non-clinical schemes, latest initiatives, and scheme incentives including scheme documentation and FAQS.

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    Practioner Performance Advice

    We deliver exper advice,support and interventions on the fair management of concerns of performance of doctors, dentists and pharmacists. 

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    Primary Care Appeals

    We offer an impartial resolution service for the fair handling of primary care contracting disputes (GP’s, dentists. optitcians and pharmacists.

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    Safety and Learning

    We support the NHS, our members and beneficiaries to better understand their claims risk profiles, to target their safety activity while sharing learning across the system to improve patient care.

    Find out more