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
4 Recommendation Seventh report - Parliamentary and Heal… Accepted in Part

The Committee appreciates that there is a risk that complainants could be overwhelmed with information...

The Committee appreciates that there is a risk that complainants could be overwhelmed with information if all the evidence the PHSO has collected is shared with them, but it remains the case that complainants need to be assured that all the evidence they have provided has been properly logged. We … Read more

Government response AI summary
The government acknowledges the value of sharing evidence schedules and already produces a full schedule of *material* evidence upon request. However, it deems scheduling *non-material* evidence disproportionate and does not commit to proactively sharing the schedule without a request.
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8 Recommendation Seventh report - Parliamentary and Heal… Accepted in Part

It is necessary for complaints to the PHSO to be time-limited, as there needs to...

It is necessary for complaints to the PHSO to be time-limited, as there needs to be some level of certainty about when matters that could potentially be complained about can no longer be taken forward. However, the Committee’s view is that if an organisation cannot demonstrate that it has informed … Read more

Government response AI summary
The government states it collects and provides data on cases not taken forward due to time limits, noting 969 such cases in 2019-20. However, it confirms it does not collect specific data on how often or why the Ombudsman’s discretion is used, but will publish …
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11 Recommendation Seventh report - Parliamentary and Heal… Accepted in Part

While peer review does require some degree of understanding of ombudsman services, fresh independent perspectives...

While peer review does require some degree of understanding of ombudsman services, fresh independent perspectives are valuable to avoid groupthink setting in. The Committee recommends that the next peer review should include in its panel an independent member, such as an auditor who has experience of looking at complaints handling … Read more

Government response AI summary
The government acknowledges the value of an independent auditor on the peer review panel and has developed a list of validated panel members including auditors. They will notify the future peer review chair of this recommendation for consideration, while maintaining that the chair will ultimately …
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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…