Source · Select Committees · Public Administration and Constitutional Affairs Committee
First Report - Parliamentary and Health Service Ombudsman Scrutiny 2020–21
Public Administration and Constitutional Affairs Committee
HC 213
Published 20 May 2022
Recommendations
3
Accepted
Para 21
The PHSO should also consider developing and reporting against timeliness targets for each grade of...
Recommendation
The PHSO should also consider developing and reporting against timeliness targets for each grade of “severity of injustice” to better monitor the impact of the backlog on higher category cases in Levels 3 to 6.
Government Response Summary
The government states the Service Charter provides a valuable source of feedback about people’s experiences of PHSO’s service. The government claims they continue to train and develop new staff and that they have plans in place to continue reducing the current queue of cases by recruiting and training new caseworkers.
4
Accepted
Para 26
The Committee notes that the PHSO has again struggled to reverse the trend of weaker...
Recommendation
The Committee notes that the PHSO has again struggled to reverse the trend of weaker feedback scores on some elements of its Service Charter performance areas. The Committee however also notes the need to clarify the wording of its Service …
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Government Response Summary
The government will conduct a review of how PHSO obtains feedback from service users, including working with a research agency, reviewing the complainant survey, undertaking an internal review of quality standards, and using the Public and User Advisory Group.
Conclusions (1)
1
Conclusion
Accepted
Para 19
The Committee notes the actions taken by the Parliamentary and Health Service Ombudsman to ensure continuing services to the public in difficult and unprecedented circumstances throughout the pandemic. However, the Committee notes the substantial backlog which has developed as a result. Whilst action is being taken to reduce this, we …
Government Response Summary
The government states that since April 2021, they have focused PHSO’s resources on the more serious health complaints. Government will undertake a final review in autumn 2022 considering 18 months of data.