Ombudsman tests the
Government and the NHS against her six principles of good administration
PARLIAMENTARY AND
HEALTH SERVICE (OMBUDSMAN) News Release (04/07) issued by The
Government News Network on 19 July 2007
In her 40th
anniversary Annual Report Putting Principles into Practice
published today, the Parliamentary and Health Service Ombudsman,
Ann Abraham, calls for public bodies to put the customer at the
centre of public services, using her six Principles of Good
Administration 1 as a guide.
To celebrate the Office's 40th Anniversary Ms Abraham
launched the Principles in March, and describes them as
'broad statements of what I believe bodies within my
jurisdiction should do to deliver a high standard of customer
service'. Many complaints investigated by the Ombudsman show
a failure to follow the Principles, which have been welcomed
across Government and the NHS.
Ms Abraham reported on 2,502 investigations over the year ending
30 March 2007, of which 1,363 related to government departments
and a range of other public bodies in the UK (parliamentary), and
1,139 to the NHS in England (health).
The parliamentary investigations ranged across more than 100
government departments and agencies. The department with the
highest number of complaints reported on was HM Revenue and
Customs - mostly in relation to tax credits where 74% of
complaints were upheld - followed by Department for Work and
Pensions Agencies: Jobcentre Plus, the Child Support Agency and
The Pension Service, and the Immigration and Nationality
Directorate of the Home Office (now the Border and Immigration
Agency). Overall around two thirds (63%) of parliamentary
complaints were upheld, in full or in part.
The Ombudsman upheld, in full or in part, 62% of all health
complaints but 85% of complaints about continuing care, which
remains a substantial area of work for the Ombudsman amounting to
one third of all health complaints reported on.
On NHS complaints Ms Abraham said: 'It is disappointing that
there was little progress nationally this year towards improved
complaints handling. However I welcome the fact that complaint
handling is now back on the agenda following the launch of the
Department of Health's consultation document on integrating
the handling of health and social care complaints, Making
Experiences Count: A new approach to responding to complaints
(June 2007). This integration was one of my recommendations4 in
2005 and my Office has had considerable input to the development
of the proposals'.
Ms Abraham also welcomed the National Framework for NHS
Continuing Healthcare, which aims to make funding decisions on who
is eligible for NHS continuing care 'fairer, faster and
easier to understand'. The publication of the Framework
fulfils her recommendation in her follow up report on continuing
care issued in December 2004.
Ends
Notes to Editors
1. The six Principles of Good Administration are: Getting it
right, Being customer focused, Being open and accountable, Acting
fairly and proportionately, Putting things right, and Seeking
continuous improvement.
2. Publication details: Parliamentary and Health Service
Ombudsman Annual Report 2006-07 Putting principles into practice,
HC 838, 18 July 2007.
3. From 19 July you can also read the reports on the website at:
http://www.ombudsman.org.uk
where you can find all publications mentioned in this notice.
4. The recommendation was made in the March 2005 special report
Making things better? A report on the reform of the NHS complaints
procedure in England.
5. The Ombudsman investigates complaints about government
departments and a range of other public bodies in the UK, and the
NHS in England. She is independent of the Government, the civil
service and the NHS. Her services are free and confidential.