Disclosure Log Details       Copyright(C) 1993-2025 House-on-the-Hill Software Ltd.
Date of Disclosure:19/07/2023
FOI ref:00001110
Outcome:FOI-Granted in full
Request type:FOI Request
Disclosure classification:Full disclosure
Request:I write under the Freedom of Information Act 2000 to request the following information: The PHSO published Code of Conduct states: “PHSO recognises that employees need clear guidelines as to the standards of behaviour and conduct expected of them. PHSO has a number of policies regarding matters such as; use of internet, dignity and respect and health and safety, etc.” (version 1.0, 31 March 2019) - link below. https://www.ombudsman.org.uk/sites/default/files/PHSO_Code_of_Conduct_March_2019.pdf 1. Further to the above quoted PHSO Code of Conduct, please provide up to date recorded information on current applicable policies and guidance, including copies of the policies and guidance. The PHSO webpage entitled: “Our commitment to acceptable behaviour”, under the heading “Making sure our service is accessible to those who need it”, states: “We will make sure that we meet the requirements of the Equality Act 2010 and the Public sector equality duty. This includes considering adjustments for disabled people and people living with a long-term health condition or impairment. Our employees are trained to handle difficult situations appropriately and are expected to understand the causes of challenging behaviour.” A link to the webpage is provided below. https://www.ombudsman.org.uk/about-us/corporate-information/freedom-information-and-data-protection/our-publication-scheme/our-commitment-acceptable-behaviour 2. Please provide recorded information - copies of policies, processes, procedures, protocols, and guidance used / followed by the Parliamentary and Health Service Ombudsman (and PHSO personnel) applicable to dealing with disabled complainants, including considering adjustments for disabled people and people living with a long-term health condition or impairment, and ensuring compliance with the requirements of the Equality Act 2010 and Public sector equality duty. 2.1 This includes PHSO recorded information on appropriate handling of disability-related ‘difficult situations’ and recorded information on understanding the causes of disability-related ‘challenging behaviour’. 2.2. This includes recorded information on ‘anticipating adjustments’ as referred to in paragraph 1.48 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021) - link below. This is identified as a policy requirement. https://www.ombudsman.org.uk/sites/default/files/Service_Model_Main_Guidance_19.0.pdf 2.3. This includes recorded information on ‘requests for reasonable adjustments under the Equality Act 2010’ as referred to in paragraphs 1.42 to 1.47 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021). This is identified as a policy requirement. 2.4. This includes recorded information on ‘physical and mental health conditions’ as referred to in paragraphs 2.56 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021). This is identified as a policy requirement. 2.5 This includes recorded information on ‘considering equality issues in deciding whether to take action under the policy’ as referred to in paragraphs 2.13 to 2.17 of the PHSO Service Model Policy and Guidance: general guidance (version 12.0, 3 July 2020) - link below. This is identified as a policy requirement. https://www.ombudsman.org.uk/sites/default/files/Service_Model_general_guidance_V12_July_2020.pdf
Solution:
The information you have requested is contained within the documents or links attached.

1. The most recent Service Model Guidance supersedes all previous versions of the guidance. Please note that there is a redacted email address in this document. This is because the email address is no longer monitored, and we do not want to mislead members of the public who may email this address and expect a response. Please also note that this version of the Service Model Main Guidance is due to be published on our website soon.
2. The most recent version of the Equality, Diversity and Inclusion Policy (attached).
3. Equality, Diversity and Inclusion Strategy 2020-2024 | Parliamentary and Health Service Ombudsman (PHSO)
4. Please see the below link to “Our commitment to acceptable behaviour” page on our website. The page also contains a link to our unacceptable behaviour policy. Further down the page there is also a section about “Making our service accessible to those who need it.”

Our commitment to acceptable behaviour | Parliamentary and Health Service Ombudsman (PHSO)

All staff undertake specific training with regards to equality, diversity, and inclusion and this includes using practices that do not discriminate against individuals. It covers both the Equality Act 2010 and Human Rights Act 1998. Training is a mix of e-learning and face to face training.
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