Home > About us > Role and values statement
The Parliamentary and Health Service Ombudsman (PHSO) exists to:
‘Provide a service to the public by undertaking independent investigations into complaints that government departments, a range of other public bodies in the UK, and the NHS in England, have not acted properly or fairly or have provided a poor service.’
• make our service available to all who need it
• operate open, transparent, fair, customerfocused processes
• understand complaints and investigate them thoroughly, quickly and impartially, and secure appropriate outcomes
• and share learning to promote improvement in public services.
The values which underpin everything we do are:
Excellence
We pursue excellence in all that we do in order to provide the best possible service:
- we seek feedback to achieve learning and continuous improvement
- we operate thorough and rigorous processes to reach sound, evidence-based judgements
- we are committed to enabling and developing our staff so that they can provide an excellent service.
Leadership
We lead by example and believe our work should have a positive impact:
- we set high standards for ourselves and others
- we are an exemplar and provide expert advice in complaints handling
- we share learning to achieve improvement.
Integrity
We are open, honest and straightforward in all our dealings, and use time, money and resources effectively:
- we are consistent and transparent in our actions and decisions
- we take responsibility for our actions and hold ourselves accountable for all that we do
- we treat people fairly.
Diversity
We value people and their diversity and strive to be inclusive:
- we respect others, regardless of personal differences
- we listen to people to understand their needs and tailor our service accordingly
- we promote equal access to our service for all members of the community.
These values will shape our behaviour, both as an organisation and as individuals working in the Ombudsman's office.
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