Amy set-up and led the Parliamentary and Health Service Ombudsman’s (PHSO) first ever Public and User Engagement function, launching the Ombudsman on their journey to becoming user-led.

Rapidly, the voices of members of the public, including former complainants and people from underrepresented groups, began to shape the way that PHSO handle, respond to and quality assure the complaints they receive.

As well as driving changes in PHSO’s culture, operations and quality assurance processes, Amy’s work culminated in a long-term strategic commitment to becoming a user focused service. In order for the organisation to reach its ambitions, Amy led on the development and delivery of a User Engagement Plan, incorporating the use of Dilemmas Cafes and Legislative Theatre, alongside other participation methods.

The public and user engagement function played a central role in organisational reporting to the Parliamentary Administration and Constitutional Affairs Committee, the Parliamentary function responsible for overseeing the Ombudsman.

When asked what she was most proud of during her time at PHSO, the Ombudsman cited the Public and User Engagement Advisory Group.

The Parliamentary and Health Service Ombudsman independently investigate complaints about UK government departments, other public organisations and the NHS in England.