Parliamentary and Health Service Ombudsman Scrutiny 2022-23

Public Administration and Constitutional Affairs Committee Closed Inquiry
Opened: 13 Sep 2023 Closed: 28 May 2024 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 2022/23. 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
6 Recommendations
7 Conclusions
1 Report
1 Oral session
9 Letters
1 Event
Activity timeline 13 events
23 May
2024
Report published
14 May
2024
Correspondence
14 May
2024
Correspondence
14 May
2024
Correspondence
16 Apr
2024
Correspondence
26 Mar
2024
Correspondence
4 Mar
2024
Report published
6 Feb
2024
Correspondence
16 Jan
2024
Correspondence
28 Nov
2023
Correspondence
28 Nov
2023
Correspondence
14 Nov
2023
Oral evidence
Oral evidence sessions 1 session
14 Nov 2023
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Parliamentary and Health Service Ombudsman Scrutiny 2022-23
Rebecca Hilsenrath · Parliamentary and Health Service Ombudsman Rob Behrens CBE · Parliamentary and Health Service Ombudsman
Title HC No. Published Items Response
Third Report - Parliamentary and Health Service Ombudsman Scruti… HC 198 4 Mar 2024 13 Responded
Recommendations & Conclusions
4 results
Clear
1 Conclusion Accepted
Third Report - Parliamentary and H…
Outline proposed steps to address service provision concerns for disabled and elderly complainants.
We have heard praise of the PHSO’s handling of casework, but we have also received evidence of concerns with some aspects of its service provision. The PHSO told us that it would reflect on the concerns about the service it … Read more
Government Response
The PHSO committed to implementing disability awareness training for all staff in 2024-25, reviewing its house style and language guide for accessibility improvements, and leveraging its DDaT strategy to better understand and tailor services for disabled and elderly complainants.
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3 Conclusion Accepted
Third Report - Parliamentary and H…
Provide methodology details for setting case resolution targets and review for greater realism.
We do not accept the Ombudsman’s argument that we would have been critical of the PHSO for setting lower, yet more realistic, targets for case resolution. The setting of unrealistic targets leads to them being missed, and draws unwarranted criticism … Read more
Government Response
The government states its current case resolution targets are based on best practice and are achievable, citing pre-pandemic performance. It indicates it will only reflect on KPIs and consider a review in the event of another significant impact on productivity.
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4 Conclusion Accepted
Third Report - Parliamentary and H…
Outline collaboration with stakeholders to increase mediation emphasis in NHS and Government complaint standards.
We welcome the increase in the number of cases resolved by mediation and PHSO’s ambition to widen the range of cases resolved by mediation in 2023/24. The PHSO stressed that the cultural attitudes of stakeholders, notably in the NHS, were … Read more
Government Response
The government confirms it maintained the number of cases resolved by mediation and widened the types of cases in 2023-24. It commits to providing a further update on mediation prior to the Committee's next inquiry.
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12 Recommendation Accepted
Third Report - Parliamentary and H…
Publish PHSO Complaint Standards training proportions and targets for NHS and government staff
We welcome the progress that has been made in developing and rolling out Complaint Standards for the UK Government and the NHS. These Standards have the potential to improve the quality of public services and the handling of complaints. Ensuring … Read more
Government Response
The PHSO reports that over 1,248 NHS learners registered and over 720 people from 145 NHS organisations completed training courses by April 2024. It also states that bespoke training for government departments is being tested and expected to launch by June 2024.
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Government Response AI assessment · 13 of 6 classified
Accepted 4
Accepted in Part 1
Deferred 8
Total 6 recs + 7 conclusions
Correspondence 9 letters
14 May 2024 From committee Letter to Rt Hon Mel Stride MP, Secretary of State for Work and Pensions, Department for Work and Pensions on the timetable for the publication of the Government’s response to the Parliamentary and Health Service Ombudsman’s report, dated 14.5.24
Parliament page
14 May 2024 To committee Letter from Rt Hon Mel Stride MP, Secretary of State for Work and Penisons on the timetable for the publication of my response to the PHSO report, dated 30.4.24
Parliament page
14 May 2024 From committee Letter to the Prime Minister on appointment of the new PHSO Ombudsman, dated 14.5.24
Parliament page
16 Apr 2024 From committee Letter to Rt Hon Mel Stride MP, Secretary of State for Work and Pensions, Department for Work and Pensions on the Government’s response to Parliamentary and Health Service Ombudsman Report into communication of state pension age changes, dated 16.4.24
Parliament page
26 Mar 2024 To committee Letter from Rebecca Hilsenrath, Chief Executive Officer, PHSO on the PHSO report - Women’s State Pension age: our findings on injustice and associated issues, dated 21.3.24
Parliament page
6 Feb 2024 To committee Letter from Rob Behrens CBE, Ombudsman, PHSO on publication of the PHSO Report - Discharge from mental health care: making it safe and patient-centred, dated 1.2.24
Parliament page
16 Jan 2024 To committee Letter from NHS England to PACAC and Health and Social Care Committee on the response to the PHSO patient safety report 'Broken trust: making patient safety more than just a promise’, dated 10.1.24
Parliament page
28 Nov 2023 To committee Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on SPA Investigation Update, dated 16.11.23
Parliament page
28 Nov 2023 To committee Letter from Rob Behrens CBE, Ombudsman and Chair, Parliamentary and Health Service Ombudsman on follow-up written evidence after 14.11.23 oral evidence session, dated 23.11.23
Parliament page