The health service ombudsman has expressed her frustration at the continuing failure of some health service managers to adopt best practice in dealing with complaints from patients.

In her annual report, Ann Abraham said she would be urging the Department of Health and the NHS to learn the lessons from cases where treatment goes wrong.

"Time and again, I have seen examples of poor complaint handling by NHS bodies," the ombudsman said.

"Moreover, some health bodies have accepted my recommendations for improvement but continued to handle complaints badly.

"Where we have seen pockets of bad practice a common feature of the organisations involved is the lack of leadership and attention given to these important matters by chief executives and the senior management.

"This cannot continue and my office will be working closely with the Department of Health and the NHS to ensure that the lessons we have uncovered are embedded in changes in behaviour."

The report also revealed that Abraham was "particularly disappointed" that a new NHS complaints procedure has not yet been put in place.

"The Healthcare Commission is due to take over the independent review stage of the revised procedure this summer," she said.

"But the regulations governing the change do not embrace the aspirations of the original movers for reform.

"When more wide reaching regulations are drafted following the report of the Shipman Inquiry, the complaints procedure must be seen to fulfil those aspirations.

"It must be patient-centred, accessible and responsive and the lessons learned from complaints should play a key role in contributing to improvements in services to patients."