Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 2
2
Accepted in Part
Paragraph: 20
The PHSO should more clearly notify visitors to its website which cases are not being...
Recommendation
The PHSO should more clearly notify visitors to its website which cases are not being considered under this new policy and further update the Committee on the review outlined to the Committee during the oral evidence session. The PHSO should also update the Committee on any prioritisation actions it is taking to ensure that the most severe cases are considered with all due haste.
Government Response Summary
The government states they will look at whether they can provide more granular information on their website to give members of the public and MPs a more specific indication of how long it may take for their case to be looked at, but will not be able to use the Severity of Injustice scale for cases level 3 to 6 at intake.
Paragraph Reference:
20
Government Response
Accepted in Part
HM Government
Accepted in Part
Our Severity of Injustice scale was developed to determine an appropriate level of financial remedy after the conclusion of the investigation, in the small number of detailed investigation cases where a financial remedy is one of the outcomes sought. While we have been able to use it to determine cases that are level 1 or 2 at triage as part of our demand management approach, it would take a significant amount of additional work to identify where a case fitted between level 3 and 6 at intake, as this determination happens once the complaint has been investigated and we have a more nuanced understanding of the impact of the failings on the complainant. We will however look at whether we can provide more granular information on our website to give members of the public and MPs a more specific indication of how long it may take for their case to be looked at.