Parliamentary and Health Service Ombudsman Scrutiny 2021-22
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 Parliamentary and Health Service Ombudsman (PHSO) in the financial year 2021/22. According to the House of Commons Standing Order 146 , PACAC’s role in relation to the PHSO is: to examine …
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17
Recommendations
18
Conclusions
1
Report
1
Oral session
7
Letters
1
Event
Activity timeline 11 events
4 Jul
2023
2023
16 Jun
2023
2023
31 Mar
2023
2023
28 Mar
2023
2023
10 Jan
2023
2023
20 Dec
2022
2022
20 Dec
2022
2022
29 Nov
2022
2022
29 Nov
2022
2022
Formal meeting (oral evidence session) · The Wilson Room, Portcullis House
22 Nov
2022
2022
Oral evidence sessions 1 session
29 Nov 2022
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Parliamentary and Health Service Ombudsman Scrutiny 2021-22
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 |
|---|---|---|---|---|
| Sixth Report - Parliamentary and Health Service Ombudsman Scruti… | HC 745 | 31 Mar 2023 | 35 | Responded |
Recommendations & Conclusions
16 results
1
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The Committee considers the objectives of the Parliamentary and Health Service Ombudsman (PHSO) Strategy for...
The Committee considers the objectives of the Parliamentary and Health Service Ombudsman (PHSO) Strategy for 2022–25 to be appropriate to achieve the aims of “becoming an even more modern and vibrant Ombudsman service”. This includes promoting greater awareness of the …
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Government Response
The PHSO is absorbing an increase in demand for its service, and its plans for implementing the 2022-25 Corporate Strategy will drive efficiencies, enhance service, and ensure a user-focused approach by increasing efficiency, introducing new mechanisms, and identifying systemic cases.
3
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The Committee recognises that the PHSO has made significant efforts to cope with the huge...
The Committee recognises that the PHSO has made significant efforts to cope with the huge pressures placed on its services as a result of the Covid-19 pandemic. We note that the backlog of cases has been reduced significantly and welcome …
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Government Response
The PHSO has already made improvements to aspects of the casework process, including the casework management IT system, forms, letters and templates, learning resources for caseworkers, and revised training and guidance. They are evaluating a test of call recording and transcription of casework discussions, and will plan for wider digital and technological improvements.
6
Recommendation
Accepted
Sixth Report - Parliamentary and H…
We are concerned by the number of Level 1 and 2 cases that are not...
We are concerned by the number of Level 1 and 2 cases that are not being considered by the PHSO due to the approach of prioritising health complaints using the severity of injustice scale. We recommend that the PHSO sets …
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Government Response
The PHSO states they consider all complaints, but for less serious NHS complaints, they will consider whether they can resolve the complaint promptly and if not, they will not take those complaints further. They also state that a proportional approach to deciding which cases to progress to investigation is common among the Ombudsman community.
11
Recommendation
Accepted
Sixth Report - Parliamentary and H…
The PHSO should update the Committee on the outcomes of the review of how the...
The PHSO should update the Committee on the outcomes of the review of how the PHSO obtains feedback from service users, including the Service Charter, and what changes will be put in place as a result. The Committee understands that …
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Government Response
The government has redesigned the complainant satisfaction survey based on recommendations from an independent research agency, tested it with users, and will roll it out in May 2023. They will publish the data coming from the new survey later in the year, disaggregated by case outcome as well as the stage the complaint was concluded.
14
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The Committee welcomed in its PHSO Scrutiny 2020–21 Report the positive steps that the PHSO...
The Committee welcomed in its PHSO Scrutiny 2020–21 Report the positive steps that the PHSO has taken to improve the use of clinical advice in investigations. It is encouraging to see that this work has not lost momentum, with 23 …
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Government Response
The government states that they have completed implementation of all recommendations made by the Donaldson Review into PHSO’s approach to clinical advice and have a framework for assuring the quality of clinical advice.
15
Recommendation
Accepted
Sixth Report - Parliamentary and H…
The PHSO should clarify how the Clinical Advice Quality Framework will improve trust and confidence...
The PHSO should clarify how the Clinical Advice Quality Framework will improve trust and confidence in the quality and standards of the PHSO’s casework, what changes Parliamentary and Health Service Ombudsman Scrutiny 2021–22 37 have been made to date, and …
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Government Response
The PHSO has completed implementation of all recommendations from the Donaldson Review. Provisional views are shared with clinical advisors. They will not take forward naming clinical advisers due to concerns about safety and security, and the risk of giving disproportionate weight to their evidence.
21
Conclusion
Accepted
Sixth Report - Parliamentary and H…
In the Committee’s PHSO Annual Scrutiny Report 2020–21, we called for a Peer Review of...
In the Committee’s PHSO Annual Scrutiny Report 2020–21, we called for a Peer Review of the PHSO to be undertaken as soon as possible. We are pleased that this took place in 2022 and reported before our annual scrutiny session. …
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Government Response
The government is committed to embedding the peer review recommendations, taking action on coaching/training, communication, publishing cases, anonymisation, and reducing queues in 2023-24, and progressing outstanding actions through the 2022-23 Corporate Strategy by 2025, including digital updates and IT system integration with the NHS.
22
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The Committee was disappointed to learn that some of the data provided by the PHSO...
The Committee was disappointed to learn that some of the data provided by the PHSO to inform the Committee’s PHSO Scrutiny 2020–21 Report had been revised unjustifiably ahead of this year’s inquiry, preventing easy comparability between reports. For the Committee …
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Government Response
The PHSO states that it conducts a thorough review of all performance data annually and that data provided to the Committee is quality assured to the highest standard, explaining the circumstances around the data revision.
23
Recommendation
Accepted
Sixth Report - Parliamentary and H…
It is unsatisfactory that data provided to this Committee has been subsequently revised.
It is unsatisfactory that data provided to this Committee has been subsequently revised. The PHSO should report back to the Committee on what steps it is taking to quality assure its data before it is published and used by the Committee.
Government Response
The PHSO states that it conducts a thorough review of all performance data annually and that data provided to the Committee is quality assured to the highest standard, explaining the circumstances around the data revision.
24
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The Committee notes the benefits that hybrid working has brought to the PHSO, notably the...
The Committee notes the benefits that hybrid working has brought to the PHSO, notably the ability to increase its workforce by 20% without expanding its office footprint. However, the impact of hybrid working on organisational productivity, culture, and employee wellbeing …
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Government Response
The PHSO has robust performance management systems and continually seeks feedback on the impact of business changes on workforce productivity and wellbeing, including on hybrid working, through staff engagement mechanisms and the annual Staff Survey.
25
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The PHSO should provide an update in its response to this Report regarding what tools...
The PHSO should provide an update in its response to this Report regarding what tools and infrastructure have been upgraded to support hybrid working, as mentioned in the Business Plan for 2022–23. The Committee would also appreciate information on what …
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Government Response
The PHSO states that following the decision to maintain hybrid working, they have made some updates to systems to maximize productivity, including integrated telephone and ICT systems, simplified login process and remote connectivity, enhanced office wireless networks and piloting the further capability offered by Microsoft Teams.
28
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The Committee welcomes the PHSO’s progress in developing the NHS and UK Central Government Complaint...
The Committee welcomes the PHSO’s progress in developing the NHS and UK Central Government Complaint Standards, in close collaboration with partner organisations. We are encouraged by the number of organisations that have volunteered to adopt the Standards. We agree that …
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Government Response
The government welcomes the Committee's support and will report on progress embedding the Complaint Standards in its first twelve months of operation, publishing feedback, best practice, training, support, and guidance early in 2024-25.
30
Conclusion
Accepted
Sixth Report - Parliamentary and H…
The PHSO’s ability to lay reports before Parliament regarding thematic failings and instances of non-compliance...
The PHSO’s ability to lay reports before Parliament regarding thematic failings and instances of non-compliance with its recommendations should be a powerful mechanism to bring cases to the attention of parliamentarians, and for the subjects of those reports to be …
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Government Response
The PHSO maintains a program of regular engagement with Parliament and shares information about key themes in complaints with Select Committee clerks. In rare cases of non-compliance, the PHSO has statutory powers to bring a case to Parliament's attention.
32
Recommendation
Accepted
Sixth Report - Parliamentary and H…
We recommend that the PHSO increases its engagement with departmental Select Committees to encourage them...
We recommend that the PHSO increases its engagement with departmental Select Committees to encourage them to scrutinise PHSO reports laid before Parliament, particularly when those reports relate to findings against individual departments and public bodies under their remit.
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Government Response
The government states that PHSO maintains a programme of regular engagement with Parliament, including Select Committees, and shares information with Select Committee clerks about key themes or recurring issues identified in complaints.
34
Recommendation
Accepted
Sixth Report - Parliamentary and H…
Ahead of the next annual scrutiny hearing, the PHSO should provide an update to the...
Ahead of the next annual scrutiny hearing, the PHSO should provide an update to the Committee on progress with its outreach activities and any evidence of its impact on the diversity of complainants and types of complaints it receives. We …
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Government Response
The PHSO will update the Committee on the progress of its Outreach programme ahead of the next scrutiny inquiry, focusing on building trust and engagement with communities that rarely complain, and will explore options for gathering additional information about complainants to understand barriers to complaining.
35
Recommendation
Accepted
Sixth Report - Parliamentary and H…
We also welcome the PHSO’s efforts to engage with MPs and their staff on the...
We also welcome the PHSO’s efforts to engage with MPs and their staff on the use of its services, but we believe that still more could be done in this space. The PHSO should increase its engagement with staff based …
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Government Response
The government acknowledges the PACAC's role in encouraging engagement and are piloting activities with MPs' offices, including bespoke training and constituency visits based on feedback from a recent event, and will report back to PACAC on the impact of this work during the next scrutiny inquiry.
Government Response AI assessment · 35 of 17 classified
Accepted
16
Acknowledged
17
Rejected
1
Total
17 recs + 18 conclusions
Correspondence 7 letters
4 Jul 2023
To committee
Letter from Rob Behrens CBE on the PHSO Report - Broken trust: making patient safety more than just a promise, dated 29.6.23
Parliament page
28 Mar 2023
Correspondence with Rt Hon Therese Coffey MP, Secretary of State, Department for Environment, Food and Rural Affairs on the Environment Agency response to the PHSO's 'Earl Report', dated between 5.3–22.3.23
Parliament page
10 Jan 2023
Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on changes to women's State Pension age, dated 21.12.22
Parliament page
20 Dec 2022
From committee
Letter to Rob Behrens CBE, Parliamentary and Health Service Ombudsman on update to PACAC on the investigation into changes to women’s state pension age, dated 14.12.22
Parliament page
20 Dec 2022
From committee
Letter to Rt Hon Therese Coffey MP, Secretary of State, DEFRA on the Environment Agency response to PHSO's 'Earl Report', dated 13.12.22
Parliament page
22 Nov 2022
To committee
Letter from Andreas Pottakis, Chair of the Independent Peer Review Panel on the PHSO Peer Review, dated 16.11.22
Parliament page
1 Nov 2022
To committee
Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on Continuing Healthcare funding (CHC), dated 26.10.22
Parliament page