ABSTRACT
This chapter considers one of the objectives of most Ombudsman schemes and one which is likely to play a greater role in the future. It addresses the question, 'how can Ombudsmen best contribute to improving the quality of health services overall?' This is an important question for Ombudsmen, as their development will depend on making a greater contribution to improving quality, not just on how well they handle individual complaints. As a result of the tortuousness of many complaints procedures, systems of advocacy and support for complainants, formal or informal, have begun to emerge. The chapter also considers the features of the modern approach to quality improvement. It explores whether and how Ombudsmen can be part of the systematic approach to quality improvement, which many organisations and countries are establishing. The chapter ends with recommendations and questions for both Ombudsmen and for health services to make more use of Ombudsmen to improve quality.
