Recommendations & Conclusions
8 items
2
Conclusion
Third Report - Parliamentary and Health…
Deferred
We welcome the fact that the PHSO has worked hard to reduce the backlog of cases created by the COVID-19 pandemic and met its target for making initial decisions about cases within seven days. However, we remain concerned by the fact that the PHSO has missed its targets on deciding …
Read more
We welcome the fact that the PHSO has worked hard to reduce the backlog of cases created by the COVID-19 pandemic and met its target for making initial decisions about cases within seven days. However, we remain concerned by the fact that the PHSO has missed its targets on deciding cases subject to further consideration. The PHSO attributed this to the lag effect of closing cases that had been in the queue for a long time and expect that the time taken to complete further consideration will drop dramatically once the backlog has been cleared. In order to clarify how far the work being undertaken to clear the backlog of cases is the main cause of the length of time taken to resolve cases subject to further consideration, the PHSO should find a way to present the information on the time involved in case resolution by giving separate figures for those cases which are part of the COVID-19 backlog and those others which have been received since the end of the pandemic.
Show less
Government response AI summary
The PHSO reported that it returned to normal operating levels by March 2024 and is close to meeting its KPI targets for case closure times, providing overall performance metrics. However, it did not commit to presenting separate figures for COVID-19 backlog cases versus new cases …
Read full response →
5
Recommendation
Third Report - Parliamentary and Health…
Deferred
The potential barriers presented by training and culture among NHS staff to increasing mediation cannot be overcome solely by the PHSO. Other stakeholders, including the Government, have a role to play in promoting mediation. The Government should outline how it is working with NHS England and other relevant stakeholders to …
Read more
The potential barriers presented by training and culture among NHS staff to increasing mediation cannot be overcome solely by the PHSO. Other stakeholders, including the Government, have a role to play in promoting mediation. The Government should outline how it is working with NHS England and other relevant stakeholders to promote a culture and training that is supportive of mediation among NHS staff and those working in government departments.
Show less
Government response AI summary
The government's response did not address the recommendation about promoting a culture and training supportive of mediation. Instead, it discussed the PHSO's 'severity of injustice' approach to case management and its ongoing testing of a new 'public value model' for triage.
Read full response →
6
Recommendation
Third Report - Parliamentary and Health…
Deferred
We reiterate the concerns we expressed in our 2021–22 report about the PHSO’s continuation of the ‘severity of injustice’ approach to case management which means certain cases are very unlikely to be resolved and are not subject to detailed investigation. This was introduced as a temporary measure during the pandemic. …
Read more
We reiterate the concerns we expressed in our 2021–22 report about the PHSO’s continuation of the ‘severity of injustice’ approach to case management which means certain cases are very unlikely to be resolved and are not subject to detailed investigation. This was introduced as a temporary measure during the pandemic. The PHSO have stated it intends to review its future approach when the backlog of cases caused by the COVID-19 pandemic has been dealt with, with this likely to take place towards the end of the 2023/24 financial year. We reiterate the recommendation from our 2021–22 report that the PHSO should set out publicly the criteria it will use during the review to determine its future approach.
Show less
Government response AI summary
The government's response did not address the recommendation to set out publicly the criteria for reviewing its 'severity of injustice' approach to case management. Instead, it detailed improvements to Service Charter scores, queue reduction, staff training, and complainant surveys.
Read full response →
7
Recommendation
Third Report - Parliamentary and Health…
Deferred
We welcome the PHSO’s actions following our previous recommendation, resulting in reforms to how it conducts its Service Charter survey and differentiating the data depending on the outcome of a complaint’s case. However, we remain concerned that these changes do not address the underlying problems revealed by missing the targets …
Read more
We welcome the PHSO’s actions following our previous recommendation, resulting in reforms to how it conducts its Service Charter survey and differentiating the data depending on the outcome of a complaint’s case. However, we remain concerned that these changes do not address the underlying problems revealed by missing the targets for the three KPIs, and by the persistently low scores related to gathering information, explaining decisions, and making and communicating the final decision to complainants in a timely fashion. The PHSO should set out in its response to this report the steps it is taking to drive continual improvement in its scores in these key areas. (Paragraph 36) Staff management and training
Show less
Government response AI summary
The government's response did not address steps to improve KPI scores related to information gathering and decision making. Instead, it focused on staff turnover figures and the review of its hybrid working policy, scheduled for summer 2024.
Read full response →
8
Conclusion
Third Report - Parliamentary and Health…
Deferred
We note the welcome increase in the PHSO’s number of staff, especially its new caseworkers. Likewise, we welcome the fact that it has retained specialist workers and has increased the amount of training it delivers to staff. This increase in training means it is even more important for the PHSO …
Read more
We note the welcome increase in the PHSO’s number of staff, especially its new caseworkers. Likewise, we welcome the fact that it has retained specialist workers and has increased the amount of training it delivers to staff. This increase in training means it is even more important for the PHSO to retain staff, given the additional investment now being made in them. The Ombudsman and Chief Executive suggested current levels of staff turnover could be the result of a lack of opportunity for career development and the PHSO’s different policy on hybrid working compared to other ombudsmen. We welcome the PHSO’s intention to review its hybrid working policy next year. The PHSO should separately assess whether there are further steps it can and should take to reduce staff turnover, including how far its hybrid working policy is leading to higher turnover than other ombudsmen. The PHSO should look to complete its reviews of hybrid working and the factors causing staff turnover by the summer of 2024, and share its findings with us ahead of our next scrutiny session for the 2023/24 period. (Paragraph 44) Value for Money
Show less
Government response AI summary
The government's response did not address staff turnover or hybrid working policies. Instead, it outlined the PHSO's five-year Digital, Data and Technology strategy, its ambition to be a leading digital ombudsman, and a commitment to report back on financial savings from this strategy.
Read full response →
9
Conclusion
Third Report - Parliamentary and Health…
Deferred
We welcome the PHSO’s digital ambition and believe that this is a sensible way to increase value for money. We request from the PHSO a further update on progress Parliamentary and Health Service Ombudsman Scrutiny 2022–23 29 towards achieving these aims, along with a detailed analysis of any financial savings …
Read more
We welcome the PHSO’s digital ambition and believe that this is a sensible way to increase value for money. We request from the PHSO a further update on progress Parliamentary and Health Service Ombudsman Scrutiny 2022–23 29 towards achieving these aims, along with a detailed analysis of any financial savings expected to be made as a result, with both to be included in the PHSO’s next Annual Report and Accounts.
Show less
Government response AI summary
The government's response did not address the request for an update on digital strategy progress or financial savings. Instead, it discussed the need for legislative reform for the PHSO and called on political parties to include such commitments in their manifestos.
Read full response →
10
Recommendation
Third Report - Parliamentary and Health…
Deferred
We renew our call for legislative reform of the PHSO, the principle of which enjoys widespread support among stakeholders and the ombudsmen that would be directly affected. The PHSO have outlined to us some concrete examples of the operational issues that are being caused, and exacerbated over time, by the …
Read more
We renew our call for legislative reform of the PHSO, the principle of which enjoys widespread support among stakeholders and the ombudsmen that would be directly affected. The PHSO have outlined to us some concrete examples of the operational issues that are being caused, and exacerbated over time, by the lack of reform. Reforms are long overdue, and we do not agree with the Government that this is not an urgent issue; rather it has been neglected too long and further delay is no longer tenable. The Government should reconsider its position on reforms and set out its plans, ahead of the general election. It should consult with a wide variety of stakeholders, including different ombudsmen, parliamentarians and PHSO service users. All political parties should include a commitment to reforming the legislation relating to the PHSO in their upcoming manifestos ahead of the next General Election, coupled with a commitment to introduce such legislation early in the next Parliament. (Paragraph 58) Impact on other organisations
Show less
Government response AI summary
The government's response did not address legislative reform for the PHSO. Instead, it outlined lessons learned and best practices adopted from international collaborations, such as the Canadian 'Complaints Champions' model, 'roadshows' based on Dutch and Western Australian approaches, and a learning exchange on mediation with …
Read full response →
11
Conclusion
Third Report - Parliamentary and Health…
Deferred
We welcome the PHSO’s continual collaboration with ombudsmen in other countries and across the UK, along with its collaboration with other organisations. In its response to this report the PHSO should outline the lessons it has learnt and best practices it has adopted because of its collaboration with other ombudsmen.
Read more
We welcome the PHSO’s continual collaboration with ombudsmen in other countries and across the UK, along with its collaboration with other organisations. In its response to this report the PHSO should outline the lessons it has learnt and best practices it has adopted because of its collaboration with other ombudsmen.
Show less
Government response AI summary
The government's response did not outline lessons learned from collaboration with other ombudsmen. Instead, it detailed the successful pilot and rollout of NHS Complaint Standards, the launch of UK Central Government Complaint Standards, and the provision of training to NHS and government staff, with bespoke …
Read full response →