Source · Select Committees · Public Administration and Constitutional Affairs Committee
Recommendation 11
11
Deferred
Paragraph: 63
Outline lessons learned and best practices adopted from PHSO collaboration with other ombudsmen
Conclusion
We welcome the PHSO’s continual collaboration with ombudsmen in other countries and across the UK, along with its collaboration with other organisations. In its response to this report the PHSO should outline the lessons it has learnt and best practices it has adopted because of its collaboration with other ombudsmen.
Government response summary AI-generated
The government's response did not outline lessons learned from collaboration with other ombudsmen. Instead, it detailed the successful pilot and rollout of NHS Complaint Standards, the launch of UK Central Government Complaint Standards, and the provision of training to NHS and government staff, with bespoke training for government departments expected by June 2024.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
63
Government Response
Deferred
HM Government · verbatim extract
Deferred
PHSO is well respected in the international ombuds community and has played a leading role in delivering joint activities such as the publication of ‘The Art of the Ombudsman: Leadership Through International Crisis’. The majority of our work with international colleagues involves us sharing our best practice and expertise and learning from the experiences of others to improve our own service. include: • adopting the Canadian Ombudsman’s ‘Complaints Champions’ model of engagement where individuals who already have social capital within many underserved and underrepresented populations (e.g. faith leaders, social prescribers and youth workers) are trained on how to effectively navigate the complex complaints landscape; • adopting the principles of the Dutch and Western Australian ombudsman approaches to ‘roadshows’. These provide an opportunity for the Ombudsman Parliamentary and Health Service Ombudsman Scrutiny 2022–23: Government and PHSO response 11 to visit various community groups and MPs to learn more about the issues faced by residents and seldom heard communities when using public services. Most recently, we held such events in Stockton-on-Tees and Bristol; and, • organising a learning exchange focusing on mediation with the Israeli Ombudsman who are more advanced in this particular area. We have also co-hosted the launch of the European International Ombudsman Institute (IOI) learning academy in partnership with the IOI and the national ombudsman offices of Greece and the Netherlands. This conference was held in Manchester attended by 30 international ombuds with a further 60 IOI colleagues joining virtually. Building on the success of the Manchester Memorandum in 2021, this PHSO organised event marked a new chapter in ombudsman learning with the launch of the European Learning Academy.
Read the full response on Parliament ↗