Parliamentary and Health Service Ombudsman Scrutiny 2020-21

Public Administration and Constitutional Affairs Committee Closed Inquiry
Opened: 20 Sep 2021 Closed: 8 Aug 2022 Parliament page
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 … Read more
11 Recommendations
9 Conclusions
1 Report
1 Oral session
12 Letters
1 Event
Activity timeline 16 events
26 Jul
2022
Report published
25 Jul
2022
Correspondence
12 Jul
2022
Correspondence
20 May
2022
Report published
17 May
2022
Correspondence
29 Mar
2022
Correspondence
24 Feb
2022
Correspondence
3 Feb
2022
Correspondence
18 Jan
2022
Correspondence
11 Jan
2022
Correspondence
11 Jan
2022
Correspondence
14 Dec
2021
Oral evidence
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
Title HC No. Published Items Response
First Report - Parliamentary and Health Service Ombudsman Scruti… HC 213 20 May 2022 20 Responded
Recommendations & Conclusions
6 results
Clear
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 … Read more
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.
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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.
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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 … Read more
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.
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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 … Read more
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.
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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 … Read more
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.
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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) … Read more
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.
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Government Response AI assessment · 18 of 11 classified
Accepted 6
Accepted in Part 2
Acknowledged 7
Deferred 3
Total 11 recs + 9 conclusions
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