Recommendations & Conclusions
6 items
5
Recommendation
Seventh report - Parliamentary and Heal…
Acknowledged
The PHSO should report in its annual report and accounts the number of new enquiries and complaints that have been received in that financial year. This number is separate from the number of enquiries and complaints that the PHSO has “handled” in that same financial year.
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The PHSO should report in its annual report and accounts the number of new enquiries and complaints that have been received in that financial year. This number is separate from the number of enquiries and complaints that the PHSO has “handled” in that same financial year.
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Government response AI summary
The government acknowledges the committee's detailed recommendations for performance data in the Annual Report, committing to simplify and streamline it for greater transparency, but does not explicitly state it will report the number of new enquiries separately from handled complaints.
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6
Recommendation
Seventh report - Parliamentary and Heal…
Acknowledged
The PHSO should provide a breakdown of how long health cases that are over one year old have been open for. This information should also be produced next to the general information the PHSO provides on the amount of time it has taken to close cases in that financial year. …
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The PHSO should provide a breakdown of how long health cases that are over one year old have been open for. This information should also be produced next to the general information the PHSO provides on the amount of time it has taken to close cases in that financial year. (Paragraph 24) Parliamentary and Health Service Ombudsman Scrutiny 2019–20 17
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Government response AI summary
The government acknowledges the committee's detailed recommendations for performance data in the Annual Report, committing to simplify and streamline it for greater transparency, but does not explicitly state it will provide the specific breakdown of health cases requested.
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7
Recommendation
Seventh report - Parliamentary and Heal…
Acknowledged
The PHSO should report regularly in its annual report the number of cases in the queue for allocation to a caseworker and the average amount of time it took for cases to be allocated to a caseworker. This will be particularly important to understand the impact covid-19 has had on …
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The PHSO should report regularly in its annual report the number of cases in the queue for allocation to a caseworker and the average amount of time it took for cases to be allocated to a caseworker. This will be particularly important to understand the impact covid-19 has had on PHSO services.
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Government response AI summary
The government acknowledges the committee's detailed recommendations on performance data in the Annual Report, committing to simplify and streamline it for greater transparency, but does not explicitly state it will report the specific metrics requested.
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9
Recommendation
Seventh report - Parliamentary and Heal…
Acknowledged
The Committee recommends that the PHSO should publish a target for responding to correspondence, and should track its performance against that standard and report to the Committee each year. (Paragraph 31) Value for Money
Government response AI summary
The government acknowledges the committee's detailed recommendations for performance data in the Annual Report, committing to simplify and streamline it for greater transparency, but does not explicitly state it will publish a target for correspondence response or track performance against such a standard.
Read full response →
10
Recommendation
Seventh report - Parliamentary and Heal…
Acknowledged
The Committee believes that regular peer review studies will be an important source of assurance of the effectiveness of the PHSO’s processes and in turn, its value for money. The Committee recommends that peer review should include specific assurance on the quality of the PHSO’s casework. This should involve analysing …
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The Committee believes that regular peer review studies will be an important source of assurance of the effectiveness of the PHSO’s processes and in turn, its value for money. The Committee recommends that peer review should include specific assurance on the quality of the PHSO’s casework. This should involve analysing a sample of the PHSO’s recent casework and comparison to the PHSO’s service charter commitments.
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Government response AI summary
The government welcomes the idea of peer review and will inform the appointed peer review chair of the committee's recommendations regarding the review's scope, including casework quality. However, they emphasize the need for flexibility and the independent chair's ultimate decision-making power on the report's structure.
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12
Recommendation
Seventh report - Parliamentary and Heal…
Acknowledged
The Committee recommends that the value for money study should adopt the following broad structure in its report: For each area examined, the report should first set out what is expects to see of a modern ombudsman organisation, it should then explain what it did actually find and finally it …
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The Committee recommends that the value for money study should adopt the following broad structure in its report: For each area examined, the report should first set out what is expects to see of a modern ombudsman organisation, it should then explain what it did actually find and finally it should analyse how the PHSO’s performance compares against modern expectations.
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Government response AI summary
The government acknowledges the committee's recommendation for a specific report structure for the value for money study and will inform the future peer review chair of these suggestions. However, it stresses the independent chair's ultimate authority over the report's final structure.
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