Providing best practice complaint handling
An independent panel carried out a peer review of PHSO – the first ever peer review held under the auspices of the International Ombudsman Institute. This included examining a large volume of documentation and completing a two-day visit to gain an in-depth insight into our work, meeting PHSO colleagues and people whose complaints we have considered. The panel of accredited reviewers found that we deliver an ‘efficient, enhanced and effective modern service’ and the quality assurance processes, Academy and accreditation we deliver ‘have set new and high standards in the Ombudsman sector’.
The panel also highlighted the need for Ombudsman reform, which we have continue to champion throughout the year. In January, we commissioned independent research from the economic consultancy Social Finance, which found that establishing a single modernised and integrated Public Service Ombudsman would cost the taxpayer less per year compared to the current system.
International Ombudsman outreach
The unique perspective and commitment we have to embedding a learning culture in public services continues to be recognised through the leadership role we hold in the international ombudsman community.
In November, the Ombudsman and Chief Executive met the Ukrainian Parliamentary Human Rights Commissioner (Ombudsman). This was a sobering and humbling opportunity to listen to their very different challenges and hear from some Ukrainian refugees about their experiences.
The following month, representing PHSO as a member of the Board of the International Ombudsman Institute, the Ombudsman travelled to Ukraine. He was invited to speak at a conference to mark Human Rights Day, visit the Commissioner’s office and tour Kyiv and Irpin, both badly affected by the illegal Russian invasion.
We have formal partnerships with the South African Office of the Health Ombudsman (since March 2021) and the Ombudsman of Israel (since May 2022). These partnerships are a means of knowledge exchange and sharing best practice in areas such as mediation, caseworker training and accreditation.
This year, we also hosted informal learning exchanges with ombuds from Bermuda, the Netherlands and Kenya.
PACAC inquiry report
The Public Administration and Constitutional Affairs Committee published its report in March, following the 2021-22 scrutiny session. The Committee recognised many of the positive changes we made and successes we achieved, including substantially bringing down the backlog of cases, progress on Complaint Standards for the NHS and Government, and outreach and liaison activities, as well as highlighting several areas for monitoring and improvement. We will work to build on the progress we have made.