On Thursday 11th June 2015, the Gibraltar Public Services Ombudsman, Mr Mario Hook and his staff including our Health Complaints Handling team were outside Parliament House distributing their 15th Annual Report for the year ending 31st December 2014.
On this occasion, the Ombudsman team was joined by Mr Andrew Medlock, Assistant Director of Customer Services at the Parliamentary and Health Service Ombudsman. Andrew, like our Public Relations Officer, Nadine Pardo-Zammit, forms part of the Ombudsman Association, First Contact Interest Group. As Assistant Director in Customer Services, Andrew’s role focuses on the customer experience PHSO delivers. Andrew is leading his Customer Experience Strategy work, which is looking at defining what service users want to see and experience from the PHSO service, and using the information to map the service journey and define what their ‘service promises’ so service users are clear about what to expect from them. Parallel to the distribution of the Annual Report the Ombudsman was also conducting a public survey on the Gibraltar Public Services Ombudsman Office. Results will be published shortly in our website.