The Parliamentary and Health Service Ombudsman (PHSO) has published its Annual Report and Accounts 2018-19, which is available on the organisation’s website.
This gives details of the organisation’s performance in the last financial year, and includes statistical information about the complaints it dealt with. It also highlights the significant progress made in setting out to meet the objectives of its three-year corporate strategy. This includes undertaking a major review of the way in which the organisation uses clinical advice in its casework, and making significant steps towards the development of a new authoritative complaints framework for the NHS.
Other important achievements include:
- successfully reducing queues for complaints to be allocated to caseworkers, and introducing new ways of working to give people answers more quickly
- the publication of an independent peer review of the service, which found that it delivers value for money for both taxpayers, and those who use the service
- improvements in the staff engagement score – this is higher than the Civil Service benchmark for high performing organisations.
Source: The Parliamentary and Health Service Ombudsman, UK