Impact of individuals and bodies using the PHSO
The Parliamentary & Health Service Ombudsman (PHSO) wanted to establish the impact of its investigations into services of the NHS and government organisations, as well the experiences of vulnerable groups that complained about public services.
How did IFF illuminate the situation with research?
IFF brought considerable experience and ability interviewing vulnerable audiences on sensitive subjects, allowing PHSO to gain an in-depth understanding of their views.
As part of the investigation evaluation, IFF used in-depth, qualitative interviews with stakeholders at complaint manager and board level, in order to give a highly informed set of results.
IFF’s research indicated that the PHSO could work more effectively with public services to deal with complaints, and showed how it could use its remit and services to better serve disabled people, long-term carers and the unemployed.