Parliamentary and Health Service Ombudsman Scrutiny 2020-21
Public Administration and Constitutional Affairs Committee
Closed
Inquiry
The Public Administration and Constitutional Affairs Committee (PACAC) is launching its annual scrutiny session into the work of the PHSO in the financial year 2020/21. According to the House of Commons Standing Order 146 , PACAC's role in relation to the PHSO is: to examine the reports of the Parliamentary …
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11
Recommendations
9
Conclusions
1
Report
1
Oral session
12
Letters
1
Event
Activity timeline 16 events
26 Jul
2022
2022
25 Jul
2022
2022
12 Jul
2022
2022
20 May
2022
2022
17 May
2022
2022
29 Mar
2022
2022
24 Feb
2022
2022
3 Feb
2022
2022
18 Jan
2022
2022
11 Jan
2022
2022
11 Jan
2022
2022
14 Dec
2021
2021
Oral evidence sessions 1 session
14 Dec 2021
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Parliamentary and Health Service Ombudsman Scrutiny 2020-21
Amanda Amroliwala CBE · Parliamentary and Health Service Ombudsman
Rob Behrens CBE · Parliamentary and Health Service Ombudsman
Reports 1 report · click to expand
| Title | HC No. | Published | Items | Response |
|---|---|---|---|---|
| First Report - Parliamentary and Health Service Ombudsman Scruti… | HC 213 | 20 May 2022 | 20 | Responded |
Recommendations & Conclusions
20 results
1
Conclusion
Accepted
First Report - Parliamentary and H…
The Committee notes the actions taken by the Parliamentary and Health Service Ombudsman to ensure...
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 …
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Government Response
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.
2
Recommendation
Accepted in Part
First Report - Parliamentary and H…
The PHSO should more clearly notify visitors to its website which cases are not being...
The PHSO should more clearly notify visitors to its website which cases are not being considered under this new policy and further update the Committee on the review outlined to the Committee during the oral evidence session. The PHSO should …
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Government Response
The government states they will look at whether they can provide more granular information on their website to give members of the public and MPs a more specific indication of how long it may take for their case to be looked at, but will not be able to use the Severity of Injustice scale for cases level 3 to 6 at intake.
3
Recommendation
Accepted
First Report - Parliamentary and H…
The PHSO should also consider developing and reporting against timeliness targets for each grade of...
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
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
Recommendation
Accepted
First Report - Parliamentary and H…
The Committee notes that the PHSO has again struggled to reverse the trend of weaker...
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
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.
5
Recommendation
Accepted in Part
First Report - Parliamentary and H…
The PHSO should set out how it plans to take to address the three-long term,...
The PHSO should set out how it plans to take to address the three-long term, low performing scores relating to how evidence is gathered, how decisions are reached and how decisions are made in a timely final decision.
Government Response
The PHSO has delivered and fulfilled 22 of the 25 recommendations of the Clinical Advice Review and are progressing the remaining three recommendations. They are carrying out a phased roll-out of the sharing of provisional view reports with clinical advisers and applying lessons learnt to future phases.
6
Conclusion
Acknowledged
First Report - Parliamentary and H…
The PHSO have improved the data output about their own performance in recent years, which...
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
The government describes actions taken to strive for an inclusive colleague community through recruitment and training.
7
Recommendation
Deferred
First Report - Parliamentary and H…
The Committee recommends that the PHSO learns from and implements best practice at the Local...
The Committee recommends that the PHSO learns from and implements best practice at the Local Government and Social Care Ombudsman by publishing feedback scores about its service, split between those complainants who were happy with the result of their case …
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Government Response
The government is evaluating a six-month hybrid working pilot and will report on its evaluation in the autumn to set out working arrangements into the medium term.
8
Conclusion
Acknowledged
First Report - Parliamentary and H…
Good staff retention ensures high standards and shows an engaged and happy workforce.
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
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.
9
Recommendation
Deferred
First Report - Parliamentary and H…
The Committee welcomes the career development pathways and accreditation scheme put in place within the...
The Committee welcomes the career development pathways and accreditation scheme put in place within the organisation, but also encourages the PHSO to look at possible new development opportunities within the organisation to encourage staff retention and to ensure there is …
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Government Response
The government endorses the Committee’s recommendation urging the Government to take legislative action to reform UK public service Ombudsman schemes. States that Victims bill will allow complaints directly to PHSO.
10
Conclusion
Acknowledged
First Report - Parliamentary and H…
The Committee notes the progress that has been made to date in implementing the Donaldson...
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
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.
11
Recommendation
Accepted
First Report - Parliamentary and H…
Prior to the next scrutiny session, the PHSO should update the Committee on progress against...
Prior to the next scrutiny session, the PHSO should update the Committee on progress against the implementation of the Donaldson Review, outlining how many areas remain outstanding and its proposed steps and timeline to address them. In this update, the …
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Government Response
The PHSO states that they have delivered and fulfilled 22 of the 25 recommendations of the Clinical Advice Review and are currently progressing the remaining three. They are also implementing a multi-disciplinary (MDT) approach to high-risk case management.
12
Conclusion
Acknowledged
First Report - Parliamentary and H…
The Committee welcomes the progress of the PHSO’s commitment to a diverse workforce.
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
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
First Report - Parliamentary and H…
The considerably different operating environment brought on by the Covid-19 pandemic has forced the PHSO...
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
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
First Report - Parliamentary and H…
The Committee notes the Parliamentary and Health Service Ombudsman’s commitment to undertaking a peer review...
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
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.
15
Recommendation
Accepted
First Report - Parliamentary and H…
The Committee reiterates its previous call to undertake a peer review, and recommends that the...
The Committee reiterates its previous call to undertake a peer review, and recommends that the PHSO do so as soon as possible and on a more regular basis to ensure continued value for money. (Paragraph 61) 28 Parliamentary and Health …
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Government Response
PHSO has commissioned a peer review to be carried out this year, which will consider PHSO’s effectiveness including value for money and is committed to carrying out regular peer reviews.
16
Recommendation
Deferred
First Report - Parliamentary and H…
The Committee reiterates its call for the Government to introduce legislation to reform the PHSO...
The Committee reiterates its call for the Government to introduce legislation to reform the PHSO and start consulting with relevant stakeholders and the public, on a cross-party basis, to ensure the Bill be brought forward as soon as possible. It …
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Government Response
The government acknowledges the importance of ombudsman reform, but states it is not included in the current legislative programme, and continues to consider options. It will engage with the committee if it wishes to make proposals for wider Ombudsman reform.
17
Recommendation
Acknowledged
First Report - Parliamentary and H…
The Government has to take the issue of Ombudsman reform seriously and provide legislative action.
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
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.
18
Conclusion
Accepted
First Report - Parliamentary and H…
The PHSO has outlined to the Committee evaluative criteria for the 2021–22 period and explained...
The PHSO has outlined to the Committee evaluative criteria for the 2021–22 period and explained the delays to the launch of their new strategy. The Committee will continue to monitor the PHSO’s delivery against its 2022–25 corporate strategy. (Paragraph 74) …
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Government Response
The government notes that PHSO launched its Corporate Strategy for 2022-25 and will update the Committee on its implementation at the next oral evidence hearing.
19
Conclusion
First Report - Parliamentary and H…
The Committee notes the strong progress the PHSO has made in delivering against this objective...
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.
20
Conclusion
First Report - Parliamentary and H…
The Committee welcomes the PHSO’s actions in developing a complaints standard for the NHS and...
The Committee welcomes the PHSO’s actions in developing a complaints standard for the NHS and government bodies. The Committee looks forward to seeing further updates on the progress of pilots. (Paragraph 81) Parliamentary and Health Service Ombudsman Scrutiny 2020–21 29 …
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Correspondence 12 letters
25 Jul 2022
From committee
Letter to Sir James Bevan, Chief Executive, Environment Agency on implementation of PHSO recommendations, dated 19.7.22
Parliament page
12 Jul 2022
To committee
Letter from Maria Caulfield MP, Parliamentary Undersecretary for Patient Safety and Primary Care to Chair and Rt Hon Jeremy Hunt MP on the PHSO Report: Unlocking Solutions in Imaging, dated 4.7.22
Parliament page
17 May 2022
To committee
Letter from NHS England and Improvement on the Parliamentary and Health Service Ombudsman's Report: Unlocking solutions in imaging: Working together to learn from failings within the NHS, dated 10.5.22
Parliament page
29 Mar 2022
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on UK Central Government (UKCG) Complaint Standards, dated 22.3.22
Parliament page
24 Feb 2022
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on complaint handling service in 2022, dated 21.2.22
Parliament page
3 Feb 2022
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Ombudsman and Chair Parliamentary and Health Service Ombudsman on PHSO Business Plan 2022, dated 25.1.22
Parliament page
18 Jan 2022
From committee
Letter to Rt Hon Steve Barclay MP, Chancellor of the Dutchy of Lancaster on extension of term of office of the Parliamentary and Health Service Ombudsman, dated 14.12.21
Parliament page
11 Jan 2022
From committee
Letter to Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on follow-up evidence after the 14.12.21 oral evidence session, dated 11.1.22
Parliament page
11 Jan 2022
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on contract extension, dated 5.1.22
Parliament page
7 Dec 2021
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair Parliamentary and Health Service Ombudsman on improvement to clarity of data published, dated 24.11.21
Parliament page
19 Nov 2021
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on the Alternative Legal Remedy, dated 12.11.21
Parliament page
19 Nov 2021
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on the Legal Aid Agency complaint, dated 2.11.21
Parliament page