Select committee: Public Administration and Constitutional Affairs Committee
Conclusion 1
Sixth Report - Parliamentary and Health Service Ombudsman Scrutiny 2021–22
Published 31 Mar 2023
Paragraph 15
Public Administration and Constitutional Affairs Committee Parliamentary and Health Service Ombudsman Scrutiny 2021-22 All items in this report Report on parliament.uk ↗ Inquiry on parliament.uk ↗
Conclusion (the committee's words)
The Committee considers the objectives of the Parliamentary and Health Service Ombudsman (PHSO) Strategy for 2022–25 to be appropriate to achieve the aims of “becoming an even more modern and vibrant Ombudsman service”. This includes promoting greater awareness of the PHSO’s services, providing a high quality, empathetic and timely service, and continuously improving the organisation. We welcome the reference to international benchmarks in the Strategy for the first time, the emphasis on data, and the organisation’s plans to gather direct feedback from service users and members the public. However, while it is included in the 2022–23 Business Plan, the absence of any reference to how the organisation will cope with the ongoing impacts of Covid-19 and high levels of cases brought to the PHSO is regrettable. The ambition to promote awareness and accessibility of the PHSO’s role and service is positive and welcome, but the Strategy does not set out how the organisation would cope with potentially increased service demand.
From: Public Administration and Constitutional Affairs Committee, Sixth Report - Parliamentary and Health Service Ombudsman Scrutiny 2021–22 (HC 745), paragraph 15, 31 March 2023
Government response
The government responded to the whole report on 16 June 2023 (deadline 31 May 2023).
Summary written by Accountability Index from the government's response. It is not the government's own words.The Government states it is "supportive of the Ombudsman" and responds to two recommendations, one on the Complaint Standards and one on legislative reform, where it is "not convinced that fundamental reform is a priority at the current time".
- On the Complaint Standards, the Government is "supportive" and pleased that departments including the Cabinet Office have come forward as early adopters.
- It says it is right that the Cabinet Office should work with other departments to encourage adoption, but only on the condition that the Standards "are shown to be working in practice". It gives no date, and does not address the end-2023 sign-up target.
- On legislative reform, it considers its system "effective in the context in which it operates" and is not convinced that legislation is "the answer to many of the identified issues". It sets out no legislative timetable.
- It is "content to keep this under review" and to look at specific reform proposals "on a case by case basis".