Select Committee · Public Administration and Constitutional Affairs Committee

Parliamentary and Health Service Ombudsman Scrutiny 2019-20

Status: Closed Opened: 22 Sep 2020 Closed: 3 May 2021 14 recommendations 1 report

The Public Administration and Constitutional Affairs Committee (PACAC) is launching its annual scrutiny session into the work of the PHSO in the financial year 2019/20. According to the House of Commons Standing Order 146 , PACAC's role in relation to the PHSO is: to examine the reports of the Parliamentary Commissioner for Administration and the … Show more

Clear

Reports

1 report
Title HC No. Published Items Response
Seventh report - Parliamentary and Health Service Ombudsman… HC 843 25 Jan 2021 14 Responded

Recommendations & Conclusions

3 items
1 Recommendation Seventh report - Parliamentary and Heal… Accepted

The information provided in the PHSO’s annual report on the outcome of enquiries and complaints...

The information provided in the PHSO’s annual report on the outcome of enquiries and complaints should be made more transparent. The grouping of cases that “are not ready to be taken forward” and “should not be taken forward” should be ended. Presumably the former could still lead to investigations being … Read more

Government response AI summary
The government commits to simplifying and streamlining the PHSO’s Annual Report to make performance data more transparent and easier to understand, stating that changes in this direction had already begun.
Read full response →
3 Recommendation Seventh report - Parliamentary and Heal… Accepted

The Committee welcomes the PHSO’s efforts to set stretching target section scores for its Service...

The Committee welcomes the PHSO’s efforts to set stretching target section scores for its Service Charter commitments, but continues to regard the relatively low scores against commitments 8, 11 and 13 as continuing priority areas for improvement and requests an update from the PHSO when data for the mid-year point … Read more

Government response AI summary
The government commits to continuously improving the quality of PHSO's casework in the identified Service Charter areas and will provide an update to the Committee at the next scrutiny inquiry on how these improvements are progressing.
Read full response →
14 Recommendation Seventh report - Parliamentary and Heal… Accepted

Routinely publishing the PHSO’s casework online, including levels of compliance with the PHSO’s recommendations will...

Routinely publishing the PHSO’s casework online, including levels of compliance with the PHSO’s recommendations will help to demonstrate the impact of the PHSO on other organisations. For recommendations that are of a more long-term nature, such as forming and implementing an action plan, publishing casework online also helps interested parties … Read more

Government response AI summary
The government accepts the recommendation, committing to start publishing casework decisions online via a new digital system from April 2021, with future plans to also publish information regarding compliance with PHSO's recommendations.
Read full response →

Oral evidence sessions

1 session
Date Witnesses
23 Nov 2020 Amanda Amroliwala CBE · Parliamentary and Health Service Ombudsman, Rob Behrens CBE · Parliamentary and Health Service Ombudsman View ↗

Who gave evidence

2 witnesses
WitnessOrganisationSessions
Amanda Amroliwala CBE · Deputy Ombudsman and CEO Parliamentary and Health Service Ombudsman 1
Rob Behrens CBE · Parliamentary and Health Service Ombudsman Parliamentary and Health Service Ombudsman 1

Correspondence

11 letters
DateDirectionTitle
7 Sep 2021 To cttee Letter from Rob Behrens CBE, Parliamentary and Health Service Ombudsman on the …
7 Sep 2021 From cttee Letter to Rob Behrens CBE, Chair and Ombudsman, Parliamentary and Health Servic…
10 Jun 2021 Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsma…
8 Jun 2021 From cttee Letter to Rt Hon Michael Gove MP, Chancellor of the Dutchy of Lancaster on the …
2 Feb 2021 To cttee Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Serv…
27 Jan 2021 From cttee Letter to Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Servic…
26 Jan 2021 To cttee Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Serv…
16 Dec 2020 To cttee Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Serv…
17 Nov 2020 To cttee Letter from PHSO The Facts, dated 10.11.20
13 Oct 2020 To cttee Letter to and response from Rob Behrens, Parliamentary and Health Service Ombud…
29 Sep 2020 From cttee Letter to the Rt Hon Rishi Sunak MP, Chancellor of the Exchequer on PHSO Fundin…