Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 28
28
Accepted
Paragraph: 96
The Committee welcomes the PHSO’s progress in developing the NHS and UK Central Government Complaint...
Conclusion
The Committee welcomes the PHSO’s progress in developing the NHS and UK Central Government Complaint Standards, in close collaboration with partner organisations. We are encouraged by the number of organisations that have volunteered to adopt the Standards. We agree that the Complaint Standards initiative has the potential to significantly reduce pressures on the PHSO’s services Parliamentary and Health Service Ombudsman Scrutiny 2021–22 39 by addressing more complaints on the frontline. We look forward to hearing from the PHSO on good practice, as well as areas for improvement as the Standards are adopted into the working practices of organisations.
Government Response Summary
The government welcomes the Committee's support and will report on progress embedding the Complaint Standards in its first twelve months of operation, publishing feedback, best practice, training, support, and guidance early in 2024-25.
Paragraph Reference:
96
Government Response
Accepted
HM Government
Accepted
We welcome the Committee’s support of the Complaint Standards. We agree with the Committee’s view of the key role the Cabinet Office can take in promoting and championing the Standards across Government departments. We continue to see support for the Standards across Government Departments and the NHS as we look to embed them through the roll out of training and guidance. We will report on what progress organizations have made to embed the Standards in its first twelve months in operation and will publish this early in 2024–25. The report will set out feedback and best practice we have seen across the public sector, alongside the training, support, and guidance given to stakeholders. The report will also look at initial themes from our casework regarding the quality of local complaints handling post implementation of the Standards.