Recommendation 20

The Committee welcomes the PHSO’s actions in developing a complaints standard for the NHS and government bodies. The Committee looks forward to seeing further updates on the progress of pilots. (Paragraph 81) Parliamentary and Health Service Ombudsman Scrutiny 2020–21 29 Priorities for scrutiny As in our previous report, this annex sets out priorities for our scrutiny of the PHSO. Table 9: Areas of Scrutiny Area of scrutiny Example expected evidence Areas of particular interest PHSO casework Complainant and organisation The PHSO’s commissioning performance feedback recorded against the PHSO’s and use of clinical advice. Service Charter commitments. KPIs 8,11 and 13. Internal casework assurance scores. The impact of Covid-19 on Written evidence from complainants. demand for the PHSO and timeliness of investigations. The time taken to complete cases Staff Staff survey scores. Staff views on the quality of management and training they have received. training Improvements in service charter scores (such as commitment 11 on explaining decisions and recommendations.) Value for Money The Comptroller and Auditor General The composition of the next signed off the PHSO’s annual report peer review panel. and accounts with an unqualified opinion. Evidence of seeking, learning from and contributing to best practice from the international Ombudsman community. Periodic value for money studies. Impact on other Evidence that recommendations have The impact and organisations been followed up. effectiveness of the PHSO’s Complaints Standards Evidence of effective engagement Framework. with organisations like the Care Quality Commission or Select The PHSO’s relationships Committees of the House to maximise and outreach with Select impact. Committees. Implementation by organisations of The routine publication the PHSO’s upcoming Complaints of PHSO casework Standards Framework. and recommendation compliance 30 Parliamentary and Health Service Ombudsman Scrutiny 2020–21