PHSO Annual Scrutiny 2016–17 Contents



1 Introduction

2 Future strategy

The challenge

The Ombudsman’s draft strategic plan

Future Public Service Ombudsman

Staff engagement

3 PHSO’s performance in handling complaints

Timeliness of decisions

Learning from mistakes

Correcting mistakes

PHSO’s service charter

Impartiality and unconscious bias

Data protection

4 Historic complaints

5 Improving public services

Implementation of recommendations

Improving local complaint handling

Conclusions and recommendations

Formal minutes


Published written evidence

List of Reports from the Committee during the current Parliament

24 April 2018