This one-year strategy will provide the foundations for our approach in the long-term that will be developed when a new Ombudsman is appointed. As part of the planning for this strategy we engaged widely with our colleagues and stakeholders on how we should approach our service and move towards a more proactive approach with an improved user experience for organisations and people.
This included:
- holding a webinar with stakeholders from the NHS and government departments
- undertaking interviews and surveys with former complainants and analysing previous research
- consulting with our Public Engagement Advisory Group
- holding internal employee focus groups.
This consultation confirmed that our previous objectives were the right ones, but suggested that we needed to clarify, simplify and focus our efforts. As a result, our strategy is framed around three streamlined objectives:
- improving access to our service
- providing an exceptional user experience
- delivering impact from our casework.
Delivery of these objectives will be supported by four enablers:
- our people and capability
- digital and data: harnessing technology and data
- communication: using our voice
- working with stakeholders: collaborating effectively and working in partnership.
Our business plan sits alongside this strategy and sets out further detail on the steps we will take this year to deliver our strategy.
You can also download our strategy (PDF 4MB) or download an Easy Read version (PDF 2.86MB).