Survey
We are currently developing our service charter and would like your feedback to help us make sure that the charter meets the needs and expectations of everyone who uses our service.
Throughout 2015 we consulted the organisations we investigate, people who use our service and our staff as part of our research to create a draft service charter. This document is now ready, and we would like your feedback on this. Below are a few questions designed to understand your satisfaction with the draft charter and to understand any changes you might like to see. Please note this is an anonymous survey. Your answers will go directly to OPM, an independent research company, for analysis, and we will use the findings to strengthen the final service charter. The survey should take less than five minutes to complete.
Tell us what you think
We have listened to what people want from us. These are people who have complained to us, groups who have a special interest in our work, and organisations we receive complaints about.
The promises in this charter set out what you can expect from us throughout our complaints process. If you are making a complaint to us or you are the organisation the complaint is about, we will do our best to meet our promises, and we will report every year on how we are doing. We also explain here what we would like from you in return.
We would like to hear your views on our draft service charter, and we hope you take part in this consultation. It will run until Wednesday 13 January 2016, and we will use your feedback to finalise the service charter.
To feed back on our draft service charter, visit: www.ombudsmanservicecharter.org.uk
We expect to be able to show that we are doing what we promise by summer 2016.
Have your say on the draft service charter
Thank you for taking the time to read the draft Parliamentary and Health Service Ombudsman’s Service Charter. If you have a moment to spare, please complete the short survey below. This survey is anonymous, and your feedback will go directly to the independent research company, OPM. If you have any queries about this survey or any other aspect of the Service Charter activities, please contact Myles Wilson at OPM: mwilson@opm.co.uk
1. Does the draft service charter give you a clear sense of what you can expect from our service?
Yes
2. On a scale of 1-10 (10 being the most satisfied), how satisfied are you with the draft content in the service charter?
8
3. Is the draft service charter easy to understand?
Strongly disagree
Disagree
Neither
Agree
Strongly agree
4. Do you think this charter is fit for purpose?
Strongly disagree
Disagree
Neither
Agree
Strongly agree
5. Does this charter cover everything you would want to know?
Strongly disagree
Disagree
Neither
Agree
Strongly agree
6. Do you feel the draft charter has sufficiently covered all areas?
Yes
No (please detail below)
The Royal College of Physicians of Edinburgh (“the College”) represents Fellows and Members across the UK, with around 50% of our UK membership working in the NHS in England. The College feels the charter is generally clear and comprehensive; however there may be merit in the following points being considered:
- It would be helpful to include examples of what sort of complaints are eligible or ineligible to be considered by the PHSO at the outset to ensure the remit is clear to the public.
- Additional information would be useful on the possible outcomes of resolved and unresolved complaints, to ensure complainants have realistic expectations and are aware of the potential next steps, along with indicative time scales.
7. How would you like us to communicate how we are delivering our promises outlined in the service charter?
It would be helpful to see validated data available on the PHSO website in relation to performance and outcomes.
Thank you for taking the time to complete this survey. When you have completed your comments please click ‘submit’. Your feedback will be sent to OPM for analysis.