New strategy, new chapter and a new name for PHSO

By Paula Sussex

This year will be one of exciting changes and opportunity for the Parliamentary and Health Service Ombudsman (PHSO).

On April 21 we will announce our new five-year strategy, marking a new chapter in the evolution of PHSO. Our new strategy sets out the vision of how we plan to become a more established and influential voice in public service improvement, raising standards and driving system-level change across the NHS, government departments and other public bodies.

As Ombudsman services, we all know that public services are under immense pressure, and trust between citizens and the state is fragile. Mistakes will happen – how those mistakes are addressed, and what is learned from them, is crucial to rebuilding that trust. Every complaint should be seen as an opportunity to learn. It is a signal that something has gone wrong. People need to know their voice will not disappear into the system and it will lead to meaningful change.

To support both the citizen and state in achieving that, PHSO’s new strategy is focused around taking a more active role in using complaints data and wider evidence to identify risks, prevent harm and strengthen accountability, alongside delivering fair outcomes for individuals. 

We have three priorities:

• Driving public service improvement: Focusing on systemic issues, making evidence and data more accessible, working with partners to set standards, and tracking the impact of recommendations.
• Improving the user experience: Creating a clearer, more accessible and person-centred service, using digital tools and AI-enabled pathways to reduce delays and improve engagement.
• Raising awareness and trust: Building a stronger identity, supporting Parliamentary scrutiny, and reaching underrepresented groups whose voices are often unheard.

Research has shown that our current name can be confusing, making it harder for us to raise awareness and increase trust. With that in mind, we have taken the decision that from late 2026 the PHSO will become the Public Service Ombudsman.

We believe that this will help the public better understand what we do and make sure the right types of complaints are being made to the right organisation. In an environment where demand for Ombudsman services is rising, we believe that this will make navigating the complaints landscape easier for people.

As part of the renaming decision process, I have personally spoken to and listened to our key stakeholders, including other Ombudsman. In the main, the rationale behind the decision was well understood and largely supported. I also understood some of the concerns that were raised and rest assured these will be addressed as we move through this change.

I look forward to keeping you updated on how this work is going.

Our new name reflects our mission – creating a clear, recognisable identity so people can find us, understand what we do, and trust our role in shaping better public services. 

I am excited to begin this new stage in PHSO’s development and for the opportunities it will bring to making sure people are heard, their concerns addressed, and that learning is put into action so that public services are improved for the good of everyone.