Recommendation 35

We also welcome the PHSO’s efforts to engage with MPs and their staff on the use of its services, but we believe that still more could be done in this space. The PHSO should increase its engagement with staff based in MPs’ constituency offices in particular to improve awareness of its services amongst those who deal directly with referrals, including providing relevant training on mediation services. (Paragraph 103) 40 Parliamentary and Health Service Ombudsman Scrutiny 2021–22 7 Priorities for Scrutiny As in our previous reports, this section sets out the Committee’s priorities for scrutiny of the PHSO for the year 2021–22. Table 2: Areas of scrutiny Area of scrutiny Example of expected Areas of particular interest evidence PHSO Corporate Strategy Written evidence from the Organisational priorities, for 2022–25 PHSO and service users. and how these compare to previous years. PHSO Corporate Strategy Delivery of the Strategy, PHSO Business Plan assessed alongside the annual Business Plan and Peer Review Report Covid-19 recovery. PHSO casework Casework and staff data Impact of Covid-19 on performance in the Annual Report and service delivery and Accounts casework management. Service Charter scores Quantity, quality, and timeliness of investigations. Written evidence from service users and Implementation of the organisations casework improvement programme Peer Review Report Mediation capabilities Changes in Service Charter scores Staff management and Staff survey scores Numbers of staff and training turnover Written evidence from the PHSO Training opportunities available to staff Annual Report and Accounts, employee data Staff views on learning and including diversity development Diversity of the workforce Use of clinical advice Value for money PHSO Annual Report and Findings of the Peer Review Accounts Changes in budget and Peer Review Report spending Written evidence from Impact of hybrid working PHSO and service users Modernisation and reform Parliamentary and Healt