Public Service Ombudsman for England

Baroness Hayter of Kentish Town Excerpts

Tuesday 10th January 2023 Lords Chamber

[Baroness Neville-Rolfe (Con)]

I think I have already commented on the MP filter. We do think that the international principles are important, but we also need to make sure that the existing system, which focuses very well on individuals, is not undermined. I was looking at the website today and I was struck by how this does not look only at big and well-known cases but at individual ones; for example, a man died days before his wedding to his partner of 40 years due to a hospital failing, and remedies were put forward by the ombudsman. The MP filter, a democratic element, really is important in the complaints process.

[Baroness Hayter of Kentish Town (Lab)]

But, my Lords, MPs are not able to do that sort of inquiry when they get something from a patient; all they can do is say, “Yes, I agree with it”, and forward it on. What we know, as the noble and learned Lord said, is that nine out of 10 people who first go to the ombudsman and are then told they cannot do it without an MP supporting them go no further. How does the Minister explain to those nine out of 10 that they have no access to redress for anything that has gone wrong?

[Baroness Neville-Rolfe (Con)]

On the health area, there was an extensive debate during the passage of the Health and Care Act last year, and I will reflect further on the point the noble Baroness has made and come back to her. However, in some areas such as the DWP there is of course an independent case examiner, which also helps with the flow. We are talking about big numbers here already. I was looking at the figures: there were 5,330 PHSO cases in 2020-21, so it is important that we find a way of resolving complaints, not necessarily through the ombudsman. You need a combination of the two systems.