A service for everyone
We resolved
23,667
enquiries from members of thepublic during the year.
In
605
cases where something had gone wrong, we helped put things right without the need for formal investigation – a quicker and simpler way forward for everyone.
Only
403
cases needed a formal investigation and we completed
88%
of investigations within 12 months.
Concluding the Equitable Life saga
Our work on complaints about regulatory failure in respect of Equitable Life concluded when the Equitable Life (Payments) Act 2010 received Royal Assent. The Ombudsman confirmed to Parliament that the new Government’s decisions on compensation were not incompatible with her recommendations, while she recognised the disappointment of many policyholders.
On 30 June 2011 the compensation scheme made the first payments to those eligible to receive them.
‘As Parliament’s Ombudsman it has been my task to report independently to Parliament on this matter, so that Parliament can be informed in the decisions it takes. Parliament has considered the issues raised in my report and the recommendations I made and has provided its response.’
Ann Abraham
Parliamentary and Health Service Ombudsman
Engaging with parliament
Complaints about government departments and agencies must be referred by a Member of Parliament.
During the year,
88%
of MPs referred complaints to us.
Our tailored online information for MPs and their constituency staff, together with a dedicated telephone line, ensures swift and direct access to our service.
Listening and learning in the NHS
Our first review of NHS complaint handling performance, published in October, concluded that the NHS needs to listen harder and learn more from complaints. We hosted six regional conferences for NHS complaint managers across England, to discuss complaint handling performance in their area.
Investing in our people
In March, we achieved the Investors in People Bronze Award, recognising our continuing commitment to developing our staff and exceeding our previous accreditation standard.
The assessor praised the progress made in the last three years and concluded: ‘It is clear that Investors in People matters at PHSO.’
Spotlight on NHS care for older people
Our Care and Compassion? report triggered a national debate about the care of older people by revealing the gulf between the principles and values of the NHS Constitution and the experiences of some older people in hospital or under the care of their GP.
New guidance for government
Our investigation into a complaint about data sharing between government departments included a recommendation for new government guidance to ensure learning from the complaint was shared across departments. The Cabinet Office is working to take this forward.
Improving NHS complaint handling
We began a programme of liaison work with the most complained about NHS trusts to support improvements in complaint handling. The number of complaints received about the most complained about trust in 2009-10, Barts and The London NHS Trust, fell from 146 to 112.
Supporting democracy in South Africa
We entered into a new partnership with the South African Public Protector in order to share learning and best practice. Staff from the Public Protector’s Office visited us in the autumn to learn directly from our casework experience.
