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Parliamentary and Health Service Ombudsman questioned

20 November 2020

The Public Administration and Constitutional Affairs Committee investigates how complaints about the National Health Service and other public services delivered by the Government are handled by the Parliamentary and Health Service Ombudsman (PHSO).

Witnesses

Monday 23 November 2020

At 3.00pm

  • Rob Behrens CBE, Parliamentary and Health Service Ombudsman
  • Amanda Amroliwala CBE, Chief Executive Officer and Deputy Ombudsman

The session is part of the Committee’s annual scrutiny of the PHSO which includes four general areas: PHSO casework performance; staff management and training; value for money; and impact on other organisations.

The PHSO receives complaints which have historically been predominantly about various different parts of the NHS but also other Government departments. The Ombudsman assesses or investigates these complaints and in some cases raises them with the departments concerned.

The Committee will be keen to establish the level of demand for the services of the PHSO and how the PHSO measures this. Questions are also likely to be asked about the degree of ‘customer satisfaction’ and how this is measured, including how backlogs of complaints have been dealt with. The extent to which the PHSO follows up on established complaints against the NHS and other Government bodies is expected to be another key subject of scrutiny.

Further information

Image: PA