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PHSO Strategy 2018-21
The Parliamentary and Health Service Ombudsman (PHSO) published the new three-year strategy. Central to this is the institution's goal to become an exemplary Ombudsman service. In developing this new strategic plan, it has received valuable input both from staff and a wide range of stakeholders.
The plan sets out three ambitious but realistic objectives:
1. To improve the quality of the PHSO's service, while remaining independent, impartial and fair
Building public confidence and trust in the service remains the priority. The institution will also introduce new ways of working to resolve cases more quickly. This will improve both the quality and timeliness of decisions, and the overall experience for people making complaints. As part of this, early resolution and mediation will be embedded in complaint handling.
2. To increase the transparency and impact of the PHSO's casework
By the end of this three-year period, the PHSO will routinely publish its casework so that public services can learn from mistakes. This includes highlighting where things have gone wrong and what organisations are doing to put them right.
3. To work in partnership to improve public services, especially frontline complaint handling
Helping to improve public services is central to what the PHSO does. It thereby has to work with a range of strategic partners to improve how the public sector responds when things go wrong. As part of this, a number of options will be explored, from sharing good practice to offering training to complaint handlers.
For more information about the new strategy, go to the website.
Source: Parliamentary and Health Service Ombudsman
