The Service Charter provides a valuable source of feedback about people’s experience of PHSO’s service. PHSO is the only public service Ombudsman to regularly carry out and publish a survey of this kind. PHSO is committed to improving the quality of the service we provide. As we advised the Committee in PHSO’s memorandum of 30 October, changes to PHSO’s service do not always lead directly to changes in Service Charter feedback, as a number of different factors influence complainants’ feedback, including whether PHSO reaches the decisions that the complainant was hoping for. However, we are undertaking a programme of work to continuously improve the quality of PHSO’s casework, as we committed to do in PHSO’s 2018–21 strategy and we will update the Committee at the next scrutiny inquiry about how we hope these will contribute to improving the experience of complainants in these important Service Charter areas. Service Charter response data is published quarterly on the PHSO website.