MPs have demand the ‘outdated’ Parliamentary and Health Service Ombudsman (PHSO) be replaced with a ‘People’s Ombudsman’, in a report published today.

In Time for a People’s Ombudsman, the Commons Public Administration Select Committee (PASC) says the PHSO, which investigates complaints against the NHS and other government departments and agencies, is outdated. It calls for citizens to have direct and more user-friendly access to the ombudsman. It should also act on its own initiative and investigate problems within government departments, agencies and the NHS.

The committee says the PHSO is in danger of being ‘stuck in time’ and recommends changes to allow people to appeal directly to the ombudsman, rather than having to go via their MP, as at present.

‘We are publishing this report the day parliament gets back, because this report is really addressed to MPs,’ said Benard Jenkin MP, PASC chair. ‘We have to make these changes. PHSO is part of our service to our constituents, and it’s way behind the times.’

The committee insists that the PHSO must be able to receive complaints in a number of ways, not just through writing. For example, in person, by phone or online. This is an essential part of bringing the system up to date.

‘Our voters have a right to complain about public services when mistakes, misunderstandings and maladministration occur,’ Jenkin added. ‘We so often see that people complain not for their own benefit, but to ensure lessons are learned and the same mistakes are not inflicted on others. As we recently reported, the disaster at the Mid-Staffs hospital is a tragic example of what happens when the complaints system does not work.’

The committee is calling for a consultation to be held on the creation of a single public services ombudsman for England, while at the same time there must be a distinctive ombudsman service for UK non-devolved matters.

‘We are delighted that the Public Administration Select Committee recognise that there needs to be fundamental changes in the law to create a simpler more straightforward ombudsman service,’ added Julie Mellor of PHSO. ‘We strongly welcome their report.’

‘We have changed our approach to complaints so we could help more people by investigating more complaints, following feedback from our staff, parliament, organisations and customers. In 2013/14 we completed 2,199 investigations, compared to 384 in 2012/13.’