Robert Behrens, the Parliamentary and Health Service Ombudsman. has finally come clean publicly that it cannot cope with handling complaints and has issued a public statement.
This followed a blog I wrote earlier revealing that the Ombudsman had faced fresh curbs on its budget from the Treasury. Instead of a new three year budget to help improve services it has only been given one year of funding.
But it chose not to announce that publicly and instead sent a letter to William Wragg, the Tory chair of the Public Administration and Constitutional Affairs Committee, hiding it a Parliamentary correspondence file.
In the letter Robert Behrens says “We will postpone the launch of PHSO’s new three-year strategy until we can secure the three-year funding settlement necessary to deliver it. Instead, we will use 2021-22 as a bridging year to lay the foundations for the new strategy and focus on addressing the significant operational challenges facing PHSO’s service.”
Several months of delays
Now the Ombudsman has stuck a long statement on its site which reads:
“Our service remains open but given the unprecedented situation you may experience delays of several months when you bring a complaint to us. We are very sorry about the delay and will do our best to support you through these uncertain times. We will focus on helping the most vulnerable as a priority.
To help us work through the complaints we are receiving, please do not submit a complaint to us if it is about:
• delays with complaint responses
• matters which are likely to resolve themselves within the next few weeks/months
• delays in service delivery which are non-critical and are the result of an organisation coping with COVID-19.
Please use our complaint checker below to make sure your complaint is ready for us to look at.
The pressures currently faced by the NHS may mean that it is not possible for us to progress some health complaints at this time. Your caseworker will keep you informed of any delays with your case.
For more information read our latest Coronavirus update.
Please continue to check our website or follow us on Twitter for further updates. ”
still not entirely transparent
The statement is still not entirely transparent as it blames Covid 19 entirely for the problem when it is also being hit by the postponement of its budget settlement. The Ombudsman also caused consternation among some people awaiting the result of their complaints by taking down the site on Saturday and Sunday morning without any explanation. Most banks and building societies put up a notice saying a site would not be available because they are working on it. Not so the uncommunicative Ombudsman.
This led one of my readers, Darren Watts, to contact me because he thought the Ombudsman had closed down the website. He is one of a large number of people awaiting the result of a complaint. I am extremely grateful for him letting me know and also grateful that the service was restored. I have to add I am not very impressed to say the least.