Acting Parliamentary and Health Service Ombudsman

Nick Smith Excerpts

Monday 25th March 2024 Commons Chamber

[Nick Smith (Blaenau Gwent) (Lab)]

I thank the hon. Member for Hazel Grove (Mr Wragg) for his introduction, and we look forward to more information coming forward.

We support the motion to appoint an acting Parliamentary and Health Service Ombudsman. The post of the PHSO combines the two statutory roles of parliamentary commissioner for administration and health service commissioner for England. As Members of this House, we all know the important role that the ombudsman plays in our system to provide an independent complaint handling service. The PHSO makes final decisions after complaints that Government Departments, a range of other public bodies in the UK or the NHS in England have not acted properly or fairly, or have provided a poor service. The findings from the PHSO’s casework are shared with Parliament to help its scrutiny of public service providers and, more widely, to help drive improvements in public services.

I put on record my thanks to Philippa Helme, the recruitment lead and chair of the recruitment panel, and her panel for their work in identifying and interviewing candidates. The whole House will want to wish the acting ombudsman, Rebecca Hilsenrath, who is also the chief executive officer of the PHSO, well while the search for her new boss is finalised.

I know that Members on both sides will want to send their thanks and best wishes to Rob Behrens, the outgoing ombudsman, for his sterling work leading the PHSO since 2017. I remember him at Coventry Polytechnic back in the day. Rob has an outstanding record of public service, investigating suspected failures in our public services and helping people seek redress. We only have to read his recent interview with The Guardian to appreciate his dedication to the families and victims of public maladministration, particularly in the NHS. In it, he raised concerns about a “cover-up culture” in the NHS that leads to avoidable deaths and families being denied the truth about their loved ones, arguing that whistleblowers are being victimised and that Ministers and NHS leaders are doing too little to change the organisation’s culture.

The ombudsman has also been in the news this last week, because he has published his final report into communication about changes in the state pension age for women born in the 1950s, which meant that some women born in the 1950s had very little notice of an increase in their state pension age, and therefore fewer years to prepare and plan. This is a serious report that requires serious consideration. The PHSO has rightly said that it is for the Government to respond, and we will continue to press them to do so.

These recent news stories highlight the high-profile work of the ombudsman, but we know that Members refer cases to the service day in and day out, trying to get redress for problems with our public services that have affected our constituents’ lives. The ombudsman is an important and vital tool for people across our country who are trying to get answers and recourse. I hope that we will soon debate a motion on the permanent replacement for Mr Behrens, and I look forward to the House panel completing its work.