Select committee launches inquiry into work and performance of Parliamentary and Health Service Ombudsman

The survey, launched last week (23 January), asks people about the whole complaints process with the aim of giving the Committee an insight into the complainant’s experience.

The overall results of the survey will help inform the committee’s scrutiny. However, it clarified it “cannot intervene in individual cases” - in line with the general practice of select committees.

The inquiry will look at the organisation’s performance in handling individual complaints, as well as how it uses data to identify and address potential concerns in public sector administration.

The committee will also examine the PHSO’s priorities ahead of the publication of its new corporate strategy.

As part of the inquiry, the committee will hold an evidence session with new Ombudsman Paula Sussex CBE and other senior leaders within the PHSO.

The deadline for completing the survey is 5pm on Friday 27 February.

Chair of the Public Administration and Constitutional Affairs Committee, Simon Hoare MP, said: “The Parliamentary and Health Service Ombudsman plays a hugely important role in ensuring the public feel they can trust the state, both in righting wrongs for the individual and in using its complaints data to spot more systemic problems and get to the bottom of them.

“My committee will make sure the PHSO is delivering as it should be and is equipped to meet the current challenges, so people can feel confident their complaints will be handled with professionalism, empathy and efficiency.

“In order to get a true reflection of the PHSO’s performance, we need to hear from those with recent, firsthand experience of dealing with them. I therefore urge people who have used the PHSO in the last five years to fill out our survey. Their insight will be invaluable in helping us make strong recommendations which ensure the PHS holds government departments, the NHS and public bodies to account.”

Lottie Winson