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
7 results
Clear
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 … Read more
Government Response
The government describes actions taken to strive for an inclusive colleague community through recruitment and training.
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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 … Read more
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.
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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. Read more
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.
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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 … Read more
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.
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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 … Read more
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.
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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, … Read more
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.
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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 … Read more
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.
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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