Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 7
7
Deferred
The Committee recommends that the PHSO learns from and implements best practice at the Local...
Recommendation
The Committee recommends that the PHSO learns from and implements best practice at the Local Government and Social Care Ombudsman by publishing feedback scores about its service, split between those complainants who were happy with the result of their case and those who were not. This will allow for a better understanding of the service levels provided by the PHSO and provide a more accurate metric by which its service delivery can be assessed. (Paragraph 35) Parliamentary and Health Service Ombudsman Scrutiny 2020–21 27 Staff management
Government Response Summary
The government is evaluating a six-month hybrid working pilot and will report on its evaluation in the autumn to set out working arrangements into the medium term.
Government Response
Deferred
HM Government
Deferred
We have recently completed a six-month pilot, which required staff to come into the office a minimum of two days per week pro rata, to develop an evidence base for a longer-term hybrid model of working. We are currently evaluating the pilot, including through a series of focus groups with staff across the organisation and an all-staff survey that will explore the impact on PHSO’s culture. We will also be looking at what other organisations have been doing and considering their experiences. During the pilot, we commissioned an independent survey to explore how we have adapted to hybrid working. The results were positive and included: • Over 88% of staff saying they have access to training and/or support that helps them to work in a mobile/flexible way • 85% of staff saying they have the technology, tools and infrastructure that enable them to work across different locations outside the office • 74% of staff saying the culture of the organisation is supportive to working in a mobile/flexible way We expect to report on this evaluation in the autumn, when we will set out working arrangements into the medium term.