Conclusion 28

Our survey of individuals with experience of government compensation schemes found that two-thirds of people had irregular or no communication during the claim process. Of total respondents to our survey, 53% felt 69 Q89 70 C&AG’s Report, para 14 71 C&AG’s Report, para 14 72 C&AG’s report, para 2.11 73 Q 15 74 Q 67 75 Q 93 23 the timescale to claim and next steps in the process were not regularly communicated to them during the process, and a further 13% reported seldom receiving regular communication.76 Written evidence we received from the Parliamentary and Health Service Ombudsman highlighted the importance of clear communication and engagement with claimants throughout the process, acknowledging in particular the potential trauma and lengthy time that an individual may have suffered for before being able to seek redress.77