Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 7
7
Detail steps to improve PHSO scores for information gathering, decision explanation, and communication.
Recommendation
We welcome the PHSO’s actions following our previous recommendation, resulting in reforms to how it conducts its Service Charter survey and differentiating the data depending on the outcome of a complaint’s case. However, we remain concerned that these changes do not address the underlying problems revealed by missing the targets for the three KPIs, and by the persistently low scores related to gathering information, explaining decisions, and making and communicating the final decision to complainants in a timely fashion. The PHSO should set out in its response to this report the steps it is taking to drive continual improvement in its scores in these key areas. (Paragraph 36) Staff management and training
Government Response
A response document is linked to this report, dated 23 May 2024. Response attribution to this recommendation has not been verified. Read the response document ↗