WHAT MAIN STEPS ARE ALWAYS PERFORMED IN THE BETTER WAYS FOR THE TDS PROCESS?

WAO and HSCW report the results of their work, as appropriate, to the parties to the complaint, to the National Assembly and through the National Assembly, to the general public. The Office of WAO and HSCW works to high quality standards in all its activities. It aims to provide a relevant, sensitive and authoritative service to complainants, and to the bodies that are subject to complaint. The TDS Nationwide establishment of that new service would require primary legislation. In the meantime, the Assembly Government was taking steps to permit the appointment of one person to hold all three offices.

These changes will enable the development of a Public Sector Ombudsman Service for Wales that has a higher profile. provides a simpler and clearer route for members of the public who wish to complain about a public sector provider but are unsure which Ombudsman to complain to.

Enables the single investigation of complaints which involve more than one of those providers; and uses modern and flexible working methods to bring about the early resolution of complaints. To that end, it will meet regularly with officials of the National Assembly and with other Ombudsman to consider current work practices and the extent to which existing Ombudsman services can be integrated, with or without changes to existing legislation. The Office is committed to continuous improvement in the service it provides, and is receptive to suggestions for change. HOW will pilot a system whereby all investigable complaints are treated as statutory investigations if further enquiries are necessary to bring about their resolution.

That will require the issue of an SOC and closing report to the parties involved, in some form or other, in many more cases. That, in turn, will result in greater transparency in our work, will be fairer to the bodies complained against, and is likely to result in a more acceptable product for the complainant. If we proceed with the pilot we will need to review some of our proposed targets and we will also need to explain the purpose of the pilot to the NHS because of its likely impact on individual NHS bodies.

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