Complaint Standards update: listening to our Early Adopters
29 September 2021
Last week, PHSO met with representatives from across the healthcare service to discuss the NHS Complaint Standards, and people’s experience of the Early Adopter programme. The programme includes both our pilot sites, as well as other NHS organisations which have...
Beyond the COVID-19 pandemic: Putting people first
24 September 2021
As part of a conference jointly run by The King’s Fund and PHSO, a panel of esteemed speakers shared their reflections on the importance of learning from the COVID-19 pandemic. This is especially relevant now, as public services work out...
Reflections on my first few months as Director of Strategy and Communications
2 August 2021
I have five children, all of whom have left home and are living independently. One of the few positives of the pandemic for me is that it’s been the first time I’ve not regretted the absence of school-aged children in...
Annual report 2020-21: celebrating success in a challenging year
19 July 2021
2020-21 saw the Parliamentary and Health Service Ombudsman (PHSO) reach the end of our three-year corporate strategy. In the context of the unprecedented challenges brought about by the pandemic, we achieved most of our strategic aims. This is testament to...
The Art of the Ombudsman: Leadership through International Crisis
26 May 2021
Today I have the privilege of sharing our new study, The Art of the Ombudsman: Leadership through International Crisis, with colleagues at the International Ombudsman Institute World Conference. By late 2020, COVID-19 had claimed more than 1.8 million lives worldwide...