First Report - Parliamentary and Health Service Ombudsman Scrutiny 2020–21
Select Committee
Public Administration and Constitutional Affairs Committee
HC 213
20 May 2022
Recommendations
4 results
3
Accepted
Para 21
The PHSO should also consider developing and reporting against timeliness targets for each grade of...
Recommendation
The PHSO should also consider developing and reporting against timeliness targets for each grade of “severity of injustice” to better monitor the impact of the backlog on higher category cases in Levels 3 to 6.
Government Response Summary
The government states the Service Charter provides a valuable source of feedback about people’s experiences of PHSO’s service. The government claims they continue to train and develop new staff and that they have plans in place to continue reducing the current queue of cases by recruiting and training new caseworkers.
4
Accepted
Para 26
The Committee notes that the PHSO has again struggled to reverse the trend of weaker...
Recommendation
The Committee notes that the PHSO has again struggled to reverse the trend of weaker feedback scores on some elements of its Service Charter performance areas. The Committee however also notes the need to clarify the wording of its Service …
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Government Response Summary
The government will conduct a review of how PHSO obtains feedback from service users, including working with a research agency, reviewing the complainant survey, undertaking an internal review of quality standards, and using the Public and User Advisory Group.
11
Accepted
Para 49
Prior to the next scrutiny session, the PHSO should update the Committee on progress against...
Recommendation
Prior to the next scrutiny session, the PHSO should update the Committee on progress against the implementation of the Donaldson Review, outlining how many areas remain outstanding and its proposed steps and timeline to address them. In this update, the …
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Government Response Summary
The PHSO states that they have delivered and fulfilled 22 of the 25 recommendations of the Clinical Advice Review and are currently progressing the remaining three. They are also implementing a multi-disciplinary (MDT) approach to high-risk case management.
15
Accepted
The Committee reiterates its previous call to undertake a peer review, and recommends that the...
Recommendation
The Committee reiterates its previous call to undertake a peer review, and recommends that the PHSO do so as soon as possible and on a more regular basis to ensure continued value for money. (Paragraph 61) 28 Parliamentary and Health …
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Government Response Summary
PHSO has commissioned a peer review to be carried out this year, which will consider PHSO’s effectiveness including value for money and is committed to carrying out regular peer reviews.
Conclusions (2) Observations and findings — click to expand
1
Conclusion
Accepted
Para 19
The Committee notes the actions taken by the Parliamentary and Health Service Ombudsman to ensure continuing services to the public in difficult and unprecedented circumstances throughout the pandemic. However, the Committee notes the substantial backlog which has developed as a result. Whilst action is being taken to reduce this, we …
Government Response Summary
The government states that since April 2021, they have focused PHSO’s resources on the more serious health complaints. Government will undertake a final review in autumn 2022 considering 18 months of data.
18
Conclusion
Accepted
The PHSO has outlined to the Committee evaluative criteria for the 2021–22 period and explained the delays to the launch of their new strategy. The Committee will continue to monitor the PHSO’s delivery against its 2022–25 corporate strategy. (Paragraph 74) Impact on other organisations
Government Response Summary
The government notes that PHSO launched its Corporate Strategy for 2022-25 and will update the Committee on its implementation at the next oral evidence hearing.