Case Study: The Parliamentary and Health Service Ombudsman improves complaints handling training 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 way to improve complaints-handling training and provide consistent guidance across the NHS and UK government, while supporting both internal and external learners. Working with Totara and its partner Think Learning, PHSO sought a flexible learning platform that could deliver free NHS Complaint Standards training at scale, including different learning formats and better learner management.

Totara’s platform was implemented to support spaced learning, e-learning, live online sessions, workshops, automated notifications, and reporting, while also enabling multi-tenancy and guest access. As a result, PHSO expanded from 600 internal learners to 1,400 external learners, with the potential to reach around 3,000 external learners annually, improving training reach and administrative efficiency.

The Parliamentary and Health Service Ombudsman

Shaun France

Learning and Organisation Development Manager