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
8 results
Clear
2 Conclusion Deferred
Third Report - Parliamentary and H…
Differentiate case resolution times by separating COVID-19 backlog figures from post-pandemic cases.
We welcome the fact that the PHSO has worked hard to reduce the backlog of cases created by the COVID-19 pandemic and met its target for making initial decisions about cases within seven days. However, we remain concerned by the … Read more
Government Response
The PHSO reported that it returned to normal operating levels by March 2024 and is close to meeting its KPI targets for case closure times, providing overall performance metrics. However, it did not commit to presenting separate figures for COVID-19 backlog cases versus new cases as recommended.
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5 Recommendation Deferred
Third Report - Parliamentary and H…
Outline government collaboration with NHS England to promote mediation culture and training for staff.
The potential barriers presented by training and culture among NHS staff to increasing mediation cannot be overcome solely by the PHSO. Other stakeholders, including the Government, have a role to play in promoting mediation. The Government should outline how it … Read more
Government Response
The government's response did not address the recommendation about promoting a culture and training supportive of mediation. Instead, it discussed the PHSO's 'severity of injustice' approach to case management and its ongoing testing of a new 'public value model' for triage.
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6 Recommendation Deferred
Third Report - Parliamentary and H…
Publish criteria for reviewing the 'severity of injustice' approach to PHSO case management.
We reiterate the concerns we expressed in our 2021–22 report about the PHSO’s continuation of the ‘severity of injustice’ approach to case management which means certain cases are very unlikely to be resolved and are not subject to detailed investigation. … Read more
Government Response
The government's response did not address the recommendation to set out publicly the criteria for reviewing its 'severity of injustice' approach to case management. Instead, it detailed improvements to Service Charter scores, queue reduction, staff training, and complainant surveys.
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7 Recommendation Deferred
Third Report - Parliamentary and H…
Detail steps to improve PHSO scores for information gathering, decision explanation, and communication.
We welcome the PHSO’s actions following our previous recommendation, resulting in reforms to how it conducts its Service Charter survey and differentiating the data depending on the outcome of a complaint’s case. However, we remain concerned that these changes do … Read more
Government Response
The government's response did not address steps to improve KPI scores related to information gathering and decision making. Instead, it focused on staff turnover figures and the review of its hybrid working policy, scheduled for summer 2024.
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8 Conclusion Deferred
Third Report - Parliamentary and H…
Assess steps to reduce PHSO staff turnover, reviewing hybrid working policy by summer 2024
We note the welcome increase in the PHSO’s number of staff, especially its new caseworkers. Likewise, we welcome the fact that it has retained specialist workers and has increased the amount of training it delivers to staff. This increase in … Read more
Government Response
The government's response did not address staff turnover or hybrid working policies. Instead, it outlined the PHSO's five-year Digital, Data and Technology strategy, its ambition to be a leading digital ombudsman, and a commitment to report back on financial savings from this strategy.
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9 Conclusion Deferred
Third Report - Parliamentary and H…
Publish PHSO digital ambition progress update and financial savings analysis in Annual Report
We welcome the PHSO’s digital ambition and believe that this is a sensible way to increase value for money. We request from the PHSO a further update on progress Parliamentary and Health Service Ombudsman Scrutiny 2022–23 29 towards achieving these … Read more
Government Response
The government's response did not address the request for an update on digital strategy progress or financial savings. Instead, it discussed the need for legislative reform for the PHSO and called on political parties to include such commitments in their manifestos.
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10 Recommendation Deferred
Third Report - Parliamentary and H…
Require government to reconsider PHSO legislative reform and set out plans before election
We renew our call for legislative reform of the PHSO, the principle of which enjoys widespread support among stakeholders and the ombudsmen that would be directly affected. The PHSO have outlined to us some concrete examples of the operational issues … Read more
Government Response
The government's response did not address legislative reform for the PHSO. Instead, it outlined lessons learned and best practices adopted from international collaborations, such as the Canadian 'Complaints Champions' model, 'roadshows' based on Dutch and Western Australian approaches, and a learning exchange on mediation with the Israeli Ombudsman.
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11 Conclusion Deferred
Third Report - Parliamentary and H…
Outline lessons learned and best practices adopted from PHSO collaboration with other ombudsmen
We welcome the PHSO’s continual collaboration with ombudsmen in other countries and across the UK, along with its collaboration with other organisations. In its response to this report the PHSO should outline the lessons it has learnt and best practices … Read more
Government Response
The government's response did not outline lessons learned from collaboration with other ombudsmen. Instead, it detailed the successful pilot and rollout of NHS Complaint Standards, the launch of UK Central Government Complaint Standards, and the provision of training to NHS and government staff, with bespoke training for government departments expected 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