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Understanding the work of PHSO

Get an overview of the role and strategy of the Parliamentary and Health Service Ombudsman (PHSO). Learn about PHSO's casework process and how they investigate UK government departments and the NHS in England. Find important resources and contact information.

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Understanding the work of PHSO

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  1. Understanding the work of PHSO

  2. Overview • PHSO’s role and strategy • Improving PHSO’s service to you • PHSO’s casework process • Your questions and feedback

  3. The role of PHSO Health Service CommissionersAct 1993 Parliamentary Commissioner Act 1967 88% 12% Investigations about UK government departments and public organisations Investigations about the NHS in England

  4. Strategic plan 2018-2021

  5. Listening and improving the PHSO service Dedicated website area The Liaison Team Email liaisonmanagers@ombudsman.org.uk

  6. Listening and improving our service Dedicated area for organisations on the PHSO website Tips on good complaint handling Action plan template Service Model Policy and guidance Guidance on financial remedy The Ombudsman’s Clinical Standard Resolving complaints and claims Survey of our service to organisations

  7. NHS ComplaintsSecond and final stage - Ombudsman Under Regulation 14(2)(c) and Regulation 14(2)(d), the local response must tell the complainant of their right to take the complaint to the Ombudsman The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009

  8. PHSO’s casework process:Assessment • PHSO casework staff consider: • Can we investigate? • Should we investigate? • Is there a case to answer? • Can we resolve it now? • Proposal to investigate

  9. PHSO casework process:Investigation • How we gather evidence • from both sides • early opportunity to tell us what lay behind clinical decision making • clinical records • CCTV, phone records • witness statements/visits/interviews • Professional/clinical advice

  10. PHSO casework process:Investigation • PHSO’s approach PHSO looks to see if what happened was in keeping with relevant regulations, standards, policies and published guidance. • PHSO’s decision If it wasn’t, they look to see how significant the shortfall is and what impact it has had and, if it has caused hardship or injustice, has that already been remedied by the organisation.

  11. Our casework processInvestigation • Provisional view • Considering comments • Final report and compliance • Recommendations • Action plans – learning from mistakes

  12. Feedback and questions ? • Questions? • Any thoughts and experiences of PHSO’s service? • What more could PHSO do to support you?

  13. Thank you Website www.ombudsman.org.uk @PHSOmbudsman Helpline 0345 015 4033 8.30am - 5.30pm Monday to Friday Parliamentary and Health Service Ombudsman Email liaisonmanagers@ombudsman.org.uk Radio Ombudsman Podcast

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