Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 4
4
Outline collaboration with stakeholders to increase mediation emphasis in NHS and Government complaint standards.
Conclusion
We welcome the increase in the number of cases resolved by mediation and PHSO’s ambition to widen the range of cases resolved by mediation in 2023/24. The PHSO stressed that the cultural attitudes of stakeholders, notably in the NHS, were a barrier to increasing the number of cases resolved through mediation. The PHSO should outline how it is working with stakeholders to place a stronger emphasis on mediation in the Complaint Standards for the NHS and for Government. The PHSO should also write to us before our next annual inquiry into the PHSO, setting out whether it has matched its ambition for 2023/24 to maintain the number of cases resolved by mediation and to appropriately widen the types of cases resolved to include more complex cases and cases beyond those focused on healthcare. It should also set out what its medium- and long-term aims are for mediation and the measures it is intending to take to achieve those aims. (Paragraph 23) 28 Parliamentary and Health Service Ombudsman Scrutiny 2022–23
Government Response
A response document is linked to this report, dated 23 May 2024. Response attribution to this conclusion has not been verified. Read the response document ↗