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
Government response
Parliamentary and Health Service Ombudsman Scrutiny 2020–21: PHSO and Government responses to the Committee’s First Report. · published 26 Jul 2022
Recommendations & Conclusions
6
Conclusion
Acknowledged
Para 34
The PHSO have improved the data output about their own performance in recent years, which...
Conclusion
The PHSO have improved the data output about their own performance in recent years, which the Committee applauds. Nevertheless, the Committee is of the view that even more open and transparent access to feedback data will enable external stakeholders to …
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Government Response Summary
The government describes actions taken to strive for an inclusive colleague community through recruitment and training.
8
Conclusion
Acknowledged
Para 40
Good staff retention ensures high standards and shows an engaged and happy workforce.
Conclusion
Good staff retention ensures high standards and shows an engaged and happy workforce. Therefore, the Committee believes that it is in the PHSO’s benefit, and the benefit of the people it serves to improve staff engagement and aim for high …
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Government Response Summary
PHSO has commissioned a peer review to be carried out this year and is leading work with the International Ombudsman Institute (IOI) to strengthen and promote peer review across the Ombudsman sector.
10
Conclusion
Acknowledged
Para 48
The Committee notes the progress that has been made to date in implementing the Donaldson...
Conclusion
The Committee notes the progress that has been made to date in implementing the Donaldson Review and look forward to further updates on the implementation of the Review, including an update on the progress of the pilots into systematic investigations.
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Government Response Summary
The government launched the PHSO’s Corporate Strategy for 2022–25 and will update the Committee on the implementation of the 2022–23 Business Plan at the next oral evidence hearing.
12
Conclusion
Acknowledged
The Committee welcomes the progress of the PHSO’s commitment to a diverse workforce.
Conclusion
The Committee welcomes the progress of the PHSO’s commitment to a diverse workforce. We are pleased by the pledge of continuous improvement in this area and look forward to hearing about further progress in the coming years. (Paragraph 52) Value …
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Government Response Summary
The response describes actions taken to achieve a more inclusive colleague community, including improvements to recruitment practices, training for hiring managers, and a strategic review of recruitment and retention. They highlight that 27.7% of appointed candidates in 2021-22 were from Asian, Black, Mixed Ethnicity and Other Ethnic Groups.
13
Recommendation
Acknowledged
Para 56
The considerably different operating environment brought on by the Covid-19 pandemic has forced the PHSO...
Recommendation
The considerably different operating environment brought on by the Covid-19 pandemic has forced the PHSO to critically evaluate how it delivers its services. The Committee are pleased the PHSO is conducting a pilot to evaluate the implications of new working …
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Government Response Summary
The PHSO completed a six-month pilot and is evaluating a hybrid working model through focus groups and surveys, with plans to report on the evaluation and set out working arrangements in the autumn.
14
Conclusion
Acknowledged
Para 60
The Committee notes the Parliamentary and Health Service Ombudsman’s commitment to undertaking a peer review...
Conclusion
The Committee notes the Parliamentary and Health Service Ombudsman’s commitment to undertaking a peer review and its engagement with the HM Treasury value for money framework. Whilst the Committee recognises the PHSO’s open engagement on measuring its value for money, …
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Government Response Summary
The government acknowledges PHSO has commissioned a peer review to be carried out this year and the peer review will consider PHSO’s effectiveness including value for money. The government also details PHSO's other work in this area.
17
Recommendation
Acknowledged
Para 71
The Government has to take the issue of Ombudsman reform seriously and provide legislative action.
Recommendation
The Government has to take the issue of Ombudsman reform seriously and provide legislative action. We urge the Government to set out a legislative timetable before the end of this year, and seek to deliver the necessary reforms before the …
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Government Response Summary
The government acknowledges the importance of Ombudsman reform but states that wide-scale reform is not included in the current legislative programme, though they continue to consider options. They plan to remove the requirement for victims of crime to raise a complaint through an MP via the Victims Bill.
19
Conclusion
Acknowledged
Para 77
The Committee notes the strong progress the PHSO has made in delivering against this objective...
Conclusion
The Committee notes the strong progress the PHSO has made in delivering against this objective and informing discussions in the international Ombudsman community. The Committee looks forward to hearing of further progress in this area.
Government Response Summary
The government acknowledges the committee's note on PHSO's progress by detailing PHSO's ongoing work, including commissioning an independent peer review and leading initiatives with the International Ombudsman Institute to strengthen and promote peer review across the Ombudsman sector.