Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 3
3
Accepted
Paragraph: 21
The PHSO should also consider developing and reporting against timeliness targets for each grade of...
Recommendation
The PHSO should also consider developing and reporting against timeliness targets for each grade of “severity of injustice” to better monitor the impact of the backlog on higher category cases in Levels 3 to 6.
Government response summary AI-generated
The government states the Service Charter provides a valuable source of feedback about people’s experiences of PHSO’s service. The government claims they continue to train and develop new staff and that they have plans in place to continue reducing the current queue of cases by recruiting and training new caseworkers.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
21
Government Response
Accepted
HM Government · verbatim extract
Accepted
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.
Read the full response on Parliament ↗