The Public Administration and Constitutional Affairs Committee has today published its report following our 2021-22 scrutiny session.
We are pleased to see recognition of our proactive approach to managing the demand on our service, which included investment in recruitment and staff training, and means we are prioritising the most serious complaints.
We also welcome the Committee highlighting many of the positive changes we made and successes we achieved over the past year, including:
- our commitment to an end-to-end review of our casework processes,
- the positive results of the 2021/22 staff survey,
- the Peer Review which found PHSO was an “efficient, enhanced and effective modern Ombudsman service”,
- progress on Complaint Standards for the NHS and Government,
- our outreach and liaison activities.
The Committee also highlighted several areas for monitoring and improvement. We welcome this and will work to further build on the progress we have made. We are also committed to the ongoing improvement of our complaint handling via our dedicated casework programme. We are confident this will work and will deliver an exemplary public service that continues to be value for money. We will provide a full response to the Committee’s report in due course.