Your 'new quality matrix' - PHSO Scrutiny 23 Nov. 2020

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

PHSO Scrutiny 23 Nov. 2020

Ombudsman Rob Behrens said (Q18):

'As we hope we will be able to go on to say, we now have a new quality matrix to judge the quality of our decisions before they go out. That gives us assurance that we are trying our best to make sure that the decisions are as appropriate as they can be. These are things that any sensible person would do. The challenge is to see how long it takes for them to have
an impact on complainant perspectives.'

Please provide full details of the 'new quality matrix'.

Yours faithfully,

J Roberts

InformationRights, Parliamentary and Health Service Ombudsman

Thank you for contacting the Parliamentary and Health Service Ombudsman’s
(PHSO) Freedom of Information and Data Protection Team. This is to confirm
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Information Assurance Office of the Parliamentary and Health Service
Ombudsman PHSO CityGate 47-51 Mosley Street Manchester M2 3HQ
[email address]

Dear Parliamentary and Health Service Ombudsman,

I forgot the link:

https://committees.parliament.uk/oralevi...

Yours faithfully,

J Roberts

Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts

Your request for information

Thank you for your email 15 February 2022 in which you requested
information from the Parliamentary and Health Service Ombudsman. Your
request has been handled in accordance with the Freedom of Information Act
2000.

Your request:

“PHSO Scrutiny 23 Nov. 2020

Ombudsman Rob Behrens said (Q18):

'As we hope we will be able to go on to say, we now have a new quality
matrix to judge the quality of our decisions before they go out. That
gives us assurance that we are trying our best to make sure that the
decisions are as appropriate as they can be. These are things that any
sensible person would do. The challenge is to see how long it takes for
them to have an impact on complainant perspectives.'

Please provide full details of the 'new quality matrix'.”

Our response:

Please find attached - PHSO Decision Standards used by Quality Assurance
to make sure decisions are as appropriate as they can be.

We hope that this information is useful.

If you believe we have made an error in the way we have processed your
information request, it is open to you to request an internal review. You
can do this by writing to us by post or by email to
[1][PHSO request email]. You will need to specify what the
nature of the issue is and we can consider the matter further. Beyond
that, it is open to you to complain to the Information Commissioner’s
Office ([2]www.ico.org.uk).

Yours sincerely

Angharad Jackson

Data Protection Officer

Parliamentary and Health Service Ombudsman

PHSO CityGate

47-51 Mosley Street

Manchester

M2 3HQ

E: [3][email address]

W: [4]www.ombudsman.org.uk

For information rights enquiries, please contact
[5][PHSO request email]

Want to know more about your information rights? Read our [6]privacy
notice

References

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6. https://www.ombudsman.org.uk/about-us/co...

J Roberts left an annotation ()

D 7.1 refers to 'SMART' recommendations. This acronym stands for:

'specific, measurable, achievable and realistic, with a timescale'

For anyone interested:

'Service Model Policy and Guidance: main guidance
Version 19.0 '

https://www.ombudsman.org.uk/sites/defau...