As Liaison Manager at the Parliamentary and Health Service Ombudsman, my job is to support the organisations that we investigate to ensure they understand how the Ombudsman’s office works and to share learning from our casework to help improve local complaints handling.
Since we started our liaison work, the organisations we investigate have been asking for more information, specifically for them, to be available on our website.
In response to this, and to help organisations understand who we are and what we do, we have developed a whole area of our new website dedicated to organisations we investigate.
Tips, tools and useful information
In the new section you can find tips for carrying out good local investigations and information about what we look for in a good complaint response.
The section also:
- has tips on what a good complaint file looks like
- gives advice on when and how to signpost to our service (including a leaflet you can download and include in your final responses)
- explains what happens when somebody complains about your organisation and the service we will provide
- tells you how to go about putting things right if we do find an unremedied injustice or hardship
- has tips and tools to help you write an action plan to address any failings we identify during our investigation
- gives advice for staff who are involved in investigations about where they can get help and support
- provides data on the numbers of complaints we have received at organisational level and what we found.
We hope that the resources we have provided will help you in your work and when working with the Ombudsman’s office.
We welcome your feedback
So far, most of the information is aimed at complaints managers in the NHS. We would really welcome your input on what else we could include to help you, particularly if you work for a parliamentary organisation. Please have a look and let us know what you think. You can email any feedback to email@example.com or complete our website survey.
Take our survey on financial redress
Sometimes the Ombudsman makes recommendations for organisations to make financial payments to complainants. This is in recognition of any hardship or injustice they have suffered as a result of service failure or maladministration. We call this financial redress.
We are currently reviewing our approach to this area of our work and we’re interested to find out more about your experience and understanding of the Ombudsman's use of financial redress. Please take a few minutes to complete our short survey.