Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 11
11
Accepted
The PHSO should update the Committee on the outcomes of the review of how the...
Recommendation
The PHSO should update the Committee on the outcomes of the review of how the PHSO obtains feedback from service users, including the Service Charter, and what changes will be put in place as a result. The Committee understands that the PHSO is awaiting data from an independent research agency to determine whether survey data can be split by those cases upheld and not upheld; we would urge this work to be prioritised, and expect an update on both these areas of work in its response to this Report. (Paragraph 41) Staff management and training
Government Response Summary
The government has redesigned the complainant satisfaction survey based on recommendations from an independent research agency, tested it with users, and will roll it out in May 2023. They will publish the data coming from the new survey later in the year, disaggregated by case outcome as well as the stage the complaint was concluded.
Government Response
Accepted
HM Government
Accepted
An independent research agency has now completed their review of PHSO’s regular survey of complainant satisfaction and made recommendations for simplification and improvement. We have used their insight to re-design the survey. We recently tested this new survey with users, and we will roll it out in May 2023. We will publish the data coming from the new survey later in the year, disaggregated by case outcome as well as the stage the complaint was concluded, so to give better insight into satisfaction with our service.