Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 3
3
Accepted
Paragraph: 17
Provide methodology details for setting case resolution targets and review for greater realism.
Conclusion
We do not accept the Ombudsman’s argument that we would have been critical of the PHSO for setting lower, yet more realistic, targets for case resolution. The setting of unrealistic targets leads to them being missed, and draws unwarranted criticism where realistic targets would not do so. Rather, we are of the view that targets should be simultaneously ambitious and realistic, to allow the public and us to assess the performance of the organisation more clearly. In its response to this report, the PHSO should provide details of the methodology it uses for deciding its targets for how quickly it should resolve cases subject to further consideration, and outline any steps it will take to review that methodology to arrive at more realistic targets to be used in the future.
Government Response Summary
The government states its current case resolution targets are based on best practice and are achievable, citing pre-pandemic performance. It indicates it will only reflect on KPIs and consider a review in the event of another significant impact on productivity.
Paragraph Reference:
17
Government Response
Accepted
HM Government
Accepted
We currently aim to close 50% of cases within 13 weeks, 75% within 26 weeks and 95% within 52 weeks. These targets aim to capture the quality and level of service we are striving to provide to complainants. Our targets for case resolution are longstanding and reflect best practice in the ombudsman sector with the 13, 26 and 52 week targets also used by various other ombuds including the Local Government and Social Care Ombudsman (LGSCO). Parliamentary and Health Service Ombudsman Scrutiny 2022–23: Government and PHSO response 5 levels indicate that they can be met and/or exceeded. For example, in 2019 -20, prior to the Covid-19 pandemic and the consequent impacts that followed, we were operating at 48% closed within 13 weeks, 80% closed within 26 weeks and 93% closed within 52 weeks. As outlined above, preliminary data for 2023–24 indicates that we are getting progressively closer to delivering our performance against our KPI targets at pre-pandemic levels. However, in the event of another significant impact on productivity in the future, we will reflect on our KPIs and consider whether they need to be reviewed.