Case Study: PHSO improves complaints handling training and expands learner reach with Totara

The Parliamentary and Health Service Ombudsman partners with Totara to improve public service complaints handling

The Parliamentary and Health Service Ombudsman (PHSO) needed a better way to deliver complaints-handling training and support consistent best practice across the NHS and UK government departments. Working with Totara, PHSO sought a platform to provide free complaint standards training to both internal and external learners, while accommodating different learning formats and complex access needs.

Totara, via partner Think Learning, implemented a flexible learning platform with multi-tenancy, guest access, spaced learning, Microsoft Teams integration, automated notifications, and strong reporting. The result was a major expansion in reach: PHSO grew from 600 internal learners to 1,400 external learners on the platform, with the potential to engage around 3,000 external learners annually, while improving training administration and visibility into engagement.

PHSO

Shaun France

Learning and Organisation Development Manager