Chamber and committees

The Scottish Public Services Ombudsman is widely respected and praised for its work. Any system we develop should build on current successes.

There are no plans to seek changes to the appeals process employed by the Scottish Public Services Ombudsman (SPSO).

The SPSO has set up a new internal complaints process within the Complaints Standards Authority. A complaint about the service can be made to the head of complaints standards and if still unhappy a further complaint can be made to an independent reviewer. The head of complaints standards and the independent reviewer will only consider complaints about service and not about the decision made.

Much of the current competition and consumer protection landscape is fragmented. There is significant scope to deliver this more efficiently in an independent Scotland offering a real opportunity to deliver better outcomes for consumers.

Scotland’s Future proposes establishing a new single Scottish Ombudsman Service for consumers to turn to when they cannot resolve disputes with traders, so that they can quickly and easily seek redress without going through the courts.

Scotland’s Future also confirms that consumers in Scotland will be able to bring complaints about pensions and financial services, either through the single ombudsman service or a specific Scottish Financial Services Ombudsman.

There are no plans to consider alternative appeals processes adopted by other ombudsmen.

The Scottish Public Services Ombudsman has recently set up a new internal complaints process within the Complaints Standards Authority with further redress to an independent reviewer.

Consultation on the model of the proposed Scottish Ombudsman Service is ongoing. The model chosen will determine the appeals process which will be introduced. The options for complainants unhappy with initial decisions made by ombudsman are largely determined by whether the body in question is a voluntary or a statutory ombudsman.

Whichever model is chosen, we shall ensure that decisions made by new ombudsmen can be challenged where appropriate and that Scottish consumers do not lose any right of appeal which they currently possess in respect of the decisions of existing ombudsmen.

There have been no discussions about changing the appeals process for complainants unhappy with the initial decisions made by the Scottish Public Services Ombudsman.

The Scottish Public Services Ombudsman (SPSO) was set up as an independent body, not accountable to the Scottish Government, in order to maintain an independence from the public services which they could be investigating. Its decisions cannot be reviewed by ministers.

If a complainant is unhappy with the initial decision by the SPSO and the complainant has exhausted the SPSO’s internal complaints procedure then further redress can be sought through the court.

The Scottish Government has been fully consulted by the Department for Transport as part of the InterCity East Coast refranchising process, and has presented its requirements of the new franchise, in partnership with the department, at the Bidders’ Awareness Day, marking the commencement of the franchising process.

Scottish Government officials have also completed discussions with all companies bidding for the InterCity East Coast franchise, and will have further consultation with the Department for Transport on the content of those companies’ bids as they relate to Scotland.

a) Integration of health and social care will play a key role in ensuring the ongoing quality and sustainability of health and social care in Scotland.

We are integrating health and social care services in order to improve the quality and consistency of care, and to ensure that our systems of health and social care support people with the right care, in the right place at the right time. Integrated budgets, under the control of the new Integration Authorities established via the Public Bodies (Joint Working) (Scotland) Act 2014, will enable local integrated health and social care partnerships to put in place strategic plans for service provision that support local needs and priorities effectively and efficiently.

b) The government’s investment in the NHS has continued to increase. £757 million was invested directly in primary medical services in 2012-13, an increase of 10% since 2006-07. I announced on 14 March 2014 a further increase in investment for general practice for 2014-15 of £6 million, reflecting the invaluable contribution that general practice can make in improving outcomes through more effective integrated care and management of patients.

In addition, for the first time this year, health boards are also required to complete a ‘strategic assessment of primary care’ as part of the annual Local Delivery Plan process. Within health boards these assessments will inform the measurable resource shift necessary to innovate in and strengthen primary care, recognising that across Scotland, health boards have different priorities, reflecting their geographic situation, current infrastructure and health needs.

The Scottish Government has discussed in detail with the UK Government the continuing need for the provision of services to and north of Edinburgh and notes that the specification of the InterCity East Coast franchise included within the invitation to tender requires the franchisee to provide services to and from Scotland to, at least, their current levels.