The document discusses how people can access the Ombudsman's service and what to expect at the initial stages of making a complaint. It provides information on: 1. The service model that outlines the Ombudsman's casework approach from beginning to end based on feedback. 2. The initial information gathered when a complaint is made including details about the complaint, previous steps taken, and desired outcome. 3. Checks done to determine if a complaint can be investigated including if the organization is covered and issue is eligible. 4. Support provided to guide people through the process, ensure advocacy access, and obtain necessary upfront information. 5. Next steps if a complaint cannot be investigated

1. Working together:
Accessing Our Service
1
NHS Advocacy Providers Conference
Andrew Medlock – Assistant Director of Customer Services
Michael Casey – Case Preparation Manager
8 October 2015

2. Accessing the Ombudsman’s Service
Purpose of the workshop
• Understanding what happens at the start of our process and what you can
expect from us.
• Discuss how we can work together to make the complaints process better.
• How we can best support people to make a complaint and give/get the
right information at the right time.

3. The Service Model: a recap
• It is the framework for how PHSO approaches casework.
• It describes what we do & how we do it from ‘beginning to end’
• It is based on feedback we have received and changes we have made to
our service. It includes key working practices we expect to see from staff
when carrying out their work.
• It provides clarity and certainty for staff to ensure we give a consistent,
high quality service.
• It is the cornerstone of our Quality Assurance process and staff
performance will be measured alongside its expectations.
• It is a key component in helping us shape ‘one vision’ of our service.

4. Accessing our Service –
What We Do
• People can make complaint online, over the phone or by writing to us.
• Ask for initial (but key) information: what is complaint about? Have you
complained already? Why remain unhappy? What outcome are you looking
for?
• Check to see if complaint is one we can look at:
– Organisation is not one we can look at
– Issue complained about is not one we can look at
• Must see that complaint has finished the local complaints steps (or valid
reasons why not).
• Check that we have (or can get) the right information to proceed to next
steps.

5. Accessing our Service –
What you can expect (1)
• Supporting your clients (and you) to help people make an informed choice
about whether to use our service.
• Tailoring access to our service and making reasonable adjustments where
appropriate.
• Ensuring people know about/get access to Advocacy support.
• Providing clear, accessible, tailored information to make the complaints
process easier and support complainants to give us the right information at
the right time.
• We will be looking for upfront information about local complaint process,
why remain unhappy, and expected outcomes. These have big part to
play in our consideration.

6. Accessing our Service –
What you can expect (2)
• Giving advice and support if complaint is not one we can look at,
or if it is not ready for us yet, and clearly explaining why.
• Looking at whether we can resolve an issue quickly.
• If we can look at complaint, giving clear details about what
happens next.
• Completing this stage within 5 working days.

7. Workshop discussion #1
1. What issues or challenges do you/your clients face
when making a complaint to us? Are we addressing
those?
2. What practical things can we do together to ensure
more people are aware/get access to advocacy support?
3. How can we best ensure we get the upfront information
we need from your clients?

8. Deciding whether to investigate –
What we do (1)
• Complaint is passed to one of our Caseworkers for a closer look
• We carry out a number of checks in line with what the law says we can and
cannot investigate:
– Was the complaint made to us (or MP – if Gov. Department complaint) within 12
months of when it happened?
– Could the issues be addressed or resolved through legal action (i.e. courts or
tribunal)? Would that cover everything and get the outcome/answers that the
complainant wants?
– If somebody is making a complaint on another’s behalf – do they have permission
to do that?
– Is there another organisation that is better placed to address this complaint?

9. Deciding whether to investigate –
What we do (2)
• We then look at whether a complaint will need to be addressed via a formal
investigation:
• Are there indications that the organisation made mistakes?
• Are there indications that those mistakes have had a direct negative effect/impact
on the complainant?
• If so, are there indications that negative effect or impact has not yet been put right?
We are not investigating the complaint at this stage. We are checking to see that
there are issues/questions that have not yet been answered – and so is something that
needs to be investigated.

10. Deciding whether to investigate –
What you can expect
• Making sure we fully understand the complaint: what happened, what
the issues are and what it means to your client. Acting sensitively and
recognising emotional impact of complaints.
• Asking relevant questions to add to what we know already
• Asking how your client (and you) would like to be updated as we progress.
• Being open and transparent: showing you what we are doing
• Looking closely at whether we can resolve a complaint without the need
for a formal investigation.
• Ensuring we apply our checks consistently and give clear, well explained
decisions.
• Letting people know whether we will investigate in 20 working days.
• If we are to investigate, clearly explaining what happens next and the
timescales involved.

11. Workshop discussion #2
• Is it clear what we do (and what info we need) at this
stage?
• How can we work together to see if we can resolve
more cases at this stage?
• Have we missed anything about what you/your clients
should expect at this stage?

12. Final Observations/Questions