Select committee: Public Administration and Constitutional Affairs Committee
Conclusion 12
Sixth Report - Parliamentary and Health Service Ombudsman Scrutiny 2021–22
Published 31 Mar 2023
Paragraph 52
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 commends the pace in which the PHSO has increased its number of caseworkers across 2021–22 and developed a 10-month training academy to support their induction and development in these roles. The Committee welcomes the continued investment in training and development opportunities across the organisation, including the accreditation scheme for senior caseworkers, the establishment of four Parliamentary focus teams, and the ongoing Quality Programme to continuously improve casework management. However, we also note the slight increase in staff turnover in 2021–22 and believe this should be monitored closely. Furthermore, we agree with the Peer Review Panel’s conclusion that further changes should be put in place to improve casework management, including how staff communicate with complainants.
From: Public Administration and Constitutional Affairs Committee, Sixth Report - Parliamentary and Health Service Ombudsman Scrutiny 2021–22 (HC 745), paragraph 52, 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".