By Richard Johnstone | 28 April 2014
A committee of MPs has called on ministers to bring forward plans to create a single public services watchdog for England as part of reforms to the role of the Parliamentary and Health Service Ombudsman.
The Commons Public Administration Select Committee said the rules currently governing the ombudsman, who investigates complaints against the NHS and other government departments and agencies, were outdated. For example, the office does not have the power to proactively investigate problems in government departments, agencies and the NHS – a restriction that must be lifted, the MPs said.
Current rules that also require complaints to be submitted through MPs for all services apart from the NHS should be changed, the report stated.
Committee chair Bernard Jenkin said that these restrictions were leaving the PHSO ‘stuck in time’.
‘We are publishing this report the day Parliament gets back, because this report is really addressed to MPs,’ he said.
‘We have to make these changes. PHSO is part of our service to our constituents, and its way behind the times.
‘Our voters have a right to complain about public services when mistakes, misunderstandings and maladministration occur. We so often see that people complain not for their own benefit, but to ensure lessons are learned and the same mistakes are not inflicted on others.’
The report follows the committee’s call earlier this month for public services to listen more to complaints, and also follows recent investigations into the ombudsman by the communities and local government select committee.
Today’s Time for a people’s ombudsman service report stated the restriction on citizens’ direct access to PHSO, known as the MP filter, must be abolished as a priority. The post should also have its powers boosted so it can undertake investigations into areas of concern without having first to receive a complaint from a service user.
This should be followed by a consultation on the creation of a single public services ombudsman for England, with the government urged to develop plans to bring together the PHSO with the ombudsmen for both local government and housing. A separate ombudsman service for UK non-devolved matters should also be created.
Responding to the report, the Parliamentary and Health Service Ombudsman Julie Mellor said she was delighted MPs recognised the need for fundamental changes in the law to create a simpler more straightforward service. She also backed calls for a unified ombudsman service to be created.
‘We have been calling for changes in our legislation to allow us to modernise and meet the expectations of today’s consumer. When things go wrong in public services they can have a devastating impact on individuals and their families.
‘We want people to be able to bring their complaints about government services to us without the need for an MP referral. We want to be able to investigate areas of concern without having to receive a complaint, so that we can use our powers to help the most vulnerable. PASC’s recommendations will help ensure we have an ombudsman service fit for the future.’
