IOI | Effective implementation of Ombudsman recommendations

A key focus of this project will be on how Ombudsman Offices ensure that their recommendations adequately address any administrative failings identified following investigations and how Ombudsman Offices monitor the implementation of these recommendations.  This project will also consider the level of assistance and support available to Ombudsman Offices in ensuring that recommendations are implemented and the level of assistance and support available to agencies within remit in implementing recommendations. 

When an Ombudsman upholds a complaint, sometimes it has arisen because of a one off failing which is not likely to be repeated.  Sometimes, however, the complaint arises from a systemic problem.  This could be because of poor systems, poor procedures poor management or insufficiently trained staff, for example.  As well as putting things right for the individual, the Ombudsman will make recommendations designed to make sure that the same failings do not affect other people. 

This piece of work is looking at what happens to these recommendations.  How are they followed up?  Do you check to see whether they have led to the change that was needed?  Has the service improved?

We’re interested in hearing about how you make recommendations to bring about change and what systems you have for following up your recommendations.  We’re also interested in examples of your work which have led to improvements for service users in general.  We’re aware of some instances of best practice such as the Scottish Ombudsman’s Learning and Improvement Unit and we’d like to hear of many more.

It is intended that the findings from this research will form the basis for a “best practice” paper on the effective implementation of Ombudsman recommendations.

If your Office would like to contribute to this research, please forward any submissions to by 31 March 2017

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