19/01/2024
1. Policies surrounding complaining about an individual from the PHSO 2. Acceptable Behaviour Policy
09/03/2022
There is a Psychiatrist by the name of (redacted), who is currently working at Wells Medical Centre* but is not listed with any of the online registers, no matter how I amend the spelling of his name. This is concerning because I thought such professionals needed to be registered with regulatory bodies in order to practise Psychiatry in the UK. * = (redacted) (https://www.wellshealthcentre.co.uk/) In fact, even when this man’s details are entered into the Website for Wells Medical Centre itself, no results are found! Given his absence from expected locations that one would believe they could easily locate him, I have taken the time to research (redacted) as far as I can online and, oddly enough, I have found nothing bad things about him! A review and a press report are linked below as examples of what I have found along with a review of the location he currently operates from in Somerset. If I had found a positive report, I would have added it but I couldn’t – not one! The links below do not make for positive reading, so, given the harm he recently caused to my friend, when she visited him the other day, you will appreciate why I am so concerned now that the NHS appears to be using what seems to be an unregistered (and, therefore, uninsured) Psychiatrists whose only online presence is a negative one. As such, would you please disclose to me the professional data/records for this (what, at this point, can only be termed ‘alleged’) Psychiatrist, including his full name, his professional registration number with your organisation, his date of registration with your organisation, any breaks of registration with your organisation (and the reasons for those breaks) as well as any complaint/investigation history that may exist – along with any result that can be publicly disclosed under the FOI Act? I’m sure you will also appreciate why I need ‘evidenced confirmation’ and not simply ‘a claim’ or ‘an assurance’ in a reply email that he is actually registered,
22/10/2021
“How many MP's have referred complaints to PHSO from persons other than their own constituents and do you have a list of any such members? I make this as a appropriate request under The Freedom of Information Act. PHSO have twenty days to issue a response. In the email .................................... refers to "strict parliamentary protocol that Members of Parliament do not seek to intervene in matters raised by the constituents of other Members, which is a long-standing custom of the House of Commons", he does not refer to the legislation from which the Ombudsman draws his powers. The powers are what exactly? Do you have a copy of such and how do you believe that these powers (which I assume are enacted in law) override the Parliamentary convention to which every MP I have written to has referred? The response provided on 15.9.21 is wholly inadequate in relation to all of the issues I have raised.”
01/11/2021
"1. I am requesting a link to the most recent board meeting minutes.* 2. I am requesting information regarding the number of board meetings carried out in 2020.* 3. I am requesting information regarding the number of board meetings planned for 2021.* 4. I am requesting information on how long it takes PHSO to sign off and publish board meeting minutes.* 5. I am requesting that PHSO prioritise the way in which board meeting minutes are published on their website in order to ensure transparency in the future. "
17/09/2021
"Donna Adams has spoken publicly about your investigation into the death of her son Cody: https://urldefense.com/v3/__https://twitter.com/DonnaPaulinjust__;!!Bz5xbZak!nvCcyGwJivGNCzi7Y-Xwfq5POeaYOnpCZ2UXUytBm6pSfTTw5v-XhPeex4bJ3G094JdipTE5RB4$ In a tweet dated 17 March 2021, she alleged that you used 'a clinical adviser that had worked within that trust that my baby died' and stated that a conflict of interest arose because of your choice. 1. Can you confirm that clinical advisers are required to declare possible conflicts of interest in cases they are involved with? If a particular form exists for this purpose, please provide a copy. 2. Please provide all information held relating to the obligations on clinical advisers to notify you of possible conflicts of interest. 3. Please provide the number of times clinical advisers notified you of possible conflicts of interest in 2019/20."
29/03/2023
"It is impossible to find the reports listing complaints about government departments on your website. The search function throws up documents in random date order (including many very old reports) and with random content. Even after a thorough search, I have been unable to find the following documents - hence this FOI request. Complaints about government departments end-of-year data for; 2019/20, 2020/21, 2021/22. I would be grateful if you could provide me with direct links."
18/11/2024
"Making sense of the muddle: the ombudsman and administrative justice, 2002–2011", published in 2012 in the Journal/Conference "Journal of Social Welfare and Family Law". Note from the sender: I'm researching administrative justice systems and your reflections as an Ombudsman are crucial. Such firsthand experiences would enhance my analysis. Can you share the PDF?
"Metropolitan Police Officers who has reached the age of 60 years + and who has requested to work beyond this age but has been refused and also the rank and reason for refusal in the year 2020 and 2021.*
20/06/2024
"You are well aware of my concerns about the conduct and fitness of Rebecca Hilsenrath. I understand that you are dealing with my questions as a matter of governance. In that connection I would like to know whether my concerns have been tabled as an agenda item for the next meeting of the Audit, Risk and Assurance Committee, in which case please give me a copy of the agenda; if not, whether they have already been so considered; if they have already been considered, I would like to see a copy of the minutes. If there is to be consideration at a future meeting of that Committee please confirm that Ms Hilsenrath will not be in attendance during the relevant part of the meeting. If it is not proposed to consider my concerns at a meeting of the Committee, please explain why. I am further requesting information about (1) whether there is an established schedule for such meetings (eg "the second Thursday of each month") and (if not) (2) the planned dates for such meetings in May, June, July and August 2024.
19/04/2022
'Parliamentary and Health Service Ombudsman has flagged this review because they believe it contains harmful or illegal content. Trustpilot is assessing the flagged review in accordance with our flagging process.' The story continues: 'Unexpectedly, the review was restored to the Trust Pilot site, only to be removed once again. An organisation can only ‘flag’ for one breach at a time, so clearly Trust Pilot did not consider the first flag to be justified, so PHSO tried again and as in previous (4) cases were successful in removing the review.' If you did contact Trustpilot seeking the removal of the review referred to by PHSOtheFACTS: Please provide all internal correspondence, including, but not limited to, emails, texts, instant messages, notes of meetings, minutes, actions, notes of telephone calls, relating to and or generated by your decision to contact Trustpilot to request that the review referred to by PHSOtheFACTS on Trustpilot be removed.
20/12/2022
'The Ombudsman has right to summon persons and papers (i.e., to require the attendance of witnesses and to have access to information) and absolute privilege to protect his or her reports. These powers are analagous to the powers of a High Court Judge.' https://urldefense.proofpoint.com/v2/url?u=https-3A__commonslibrary.parliament.uk_research-2Dbriefings_cbp-2D7496_&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=0bqVtv2bZkA-o3medqp_J3R2FVwuiRDQ-77iKIHPcwY&s=l8qu7P2TEmqsEc8XHPzgLYr1Qe8797sCuvjLQ4Z9wAA&e= 1. When did the Ombudsman last summon (i) a person and (ii) papers? 'However, if the Ombudsman believes that an injustice has been done that is unlikely to be remedied she can make a special report to Parliament. This happens very rarely: there have only been seven such special reports made since 1967.' 2. Please provide copies of the special reports, if no exemption is applicable. Alternatively, please provide the dates these special reports were sent and the names of the delinquent authorities concerned.
12/05/2023
(1) You have not informed me as to what legislative provisions you are relying on to request consent again. (2) Please forward a copy of your policy which purports to require consent from a child.
13/09/2024
(i) Is there an audio recording of the meeting held on 3 July? If so, please provide me with a copy in an appropriate format. (ii) Who gave the update mentioned at 1.2? (iii) What was said? I suggest you ask everyone who was there, perhaps leaving Ms Hilsenrath out of it, for copies of their notes. (iv) If, as suggested, the governance review carried out by (redacted)was "overseen by the Director of Operations, Legal and Clinical and the Chief of Staff" I want to see all the internal communications between those officers and (redacted) in the period leading up to her email of 1224 on 24 July (copy attached). (v) If Ms Newman made handwritten notes preparatory to writing up the minutes I would like to see them. (vi) Bearing in mind the fact that the Board was to be informed of the outcome of the governance review carried out by (redacted), has each member of the Board been given copies of her email of 24 July, my email of 1600 on 25 July and my JR PAP letter of 2026 on 25 July?
21/05/2024
(i) when Ms Hilsenrath applied to the PHSO for a job in 2021 did she disclose that you were currently looking into my complaint about her and the EHRC? (ii) did your own processes throw up the fact that you were considering a complaint about her? (iii) ditto, but in relation to her elevations to CEO and Ombudsman; (iv) if the answers to (i) and/or (ii) and/or (iii) are "yes", can you explain and/or justify the decision(s) to employ and/or promote her?
30/06/2023
...could you please provide the following information: 1. The number of complaints regarding health submitted to your office during the calendar year January to December 2022. 2. Of the total number of complaints identified in 1. above, how many complaints were progressed/investigated and how many were not progressed/investigated? 3. Of those not progressed/investigated as identified in 2 above, what were the reasons for this *: a. Prematurely submitted before the complaint with health organisation was completed b. Time-barred c. Legal action had been started d. Not considered serious enough e. Resource-heavy f. Other (please specify) ** If your data can only be extracted using alternative, pre-defined criteria, please use these instead. 4. Referring to the numbers identified in 2. above **: a. Of complaints progressed, please advise how many patients were under 65 years of age and how many patients were 65 or over. b. Of complaints not progressed, please advise how many patients were under 65 years of age and how many patients were 65 or over. ** If your data can only be extracted using an alternative age bracket, for example under/over 60 or 66, please use the best match with my request.
15/08/2022
.I have noted there is an awful lot of dissatisfaction with the PHSO and wondered how many cases you dismiss as a percentage annually- perhaps you can provide me with this information under the Freedom of information act.
05/01/2022
.Please can you confirm whether or not it is in fact the case that a PHSO assessment has never been re-opened other than via an upheld review…
14/11/2022
1 is the office of the ombudsman subject to the principles of good administration? 2 is the office of the ombudsman subject to the principles of open justice? 3 are the employees of the office of the ombudsman civil servants?
21/12/2022
1 Please provide the actual number of cases the 0.1% refers to. He also said that the actual number of staff externally trained to mediate had increased. 2. Please provide the total number of staff externally trained to mediate. 3. please provide the names of the organisation's who provided the mediation training and it's total cost in 2020/21 and 2021/22. It was mentioned that you recruited 30% new staff. 4. Please state now many of the new staff were additional. 5. Please provide the number of staff you currently have (WTE). 6. What was your staff turnover in 2021/22?
02/03/2023
1 which factors does the PHSO accept as a valid reason for an individual to delay their submission of a complaint? Have you ever investigated any complaints that have exceeded your 12 month time limit? 2 How many complaints relating to racial discrimination within Frimley Healthcare Trust has the PHSO investigated? 3 what percentage of the above complaints has the PHSO upheld?
1) Please advise what technologies (including version) you use for: HR, Payroll, L&D, Finance, Procurment, Contact Centre. 2) Please advise if any of the following services are outsourced to third parties, and if so, when does the contract end? HR, Payroll, L&D, Finance, Procurment, Contact Centre
05/02/2024
1) How many complaints have been made to the Motor Ombudsman about MotorEasy in the last 12 months? 2) How many complaints have you upheld in favour of a consumer against MotorEasy in the last 12 months? 3) How many complaints have you upheld in favour of MotorEasy against a consumer in the last 12 months?
30/12/2021
1) Confirmation of the number of complaints received by the PHSO regarding The Pensions Ombudsman over the last 12 months and how many of those were investigated by the PHSO. 2) The body to whom the uninvestigated complaints were then passed.
07/02/2022
1) details of your internal complaints manager. 2) Public handling of disability & discrimination training/Policies. 3) internal complaints staff training & handling policies.
04/07/2023
1) For each of the years 2016/17 2017/18 2018/19 2019/20 2020/21 2021/22 2022/23 2023/24 YTD Please give the numbers of complaints received by PHSO about University Hospitals Sussex NHS Foundation Trust and the number of complaints upheld by PHSO. a) If the information is centrally stored and easily accessible, please give the proportion of complaints which related to surgical services. b) If the information is centrally stored and easily accessible, please give the proportion of complaints which related to fatal incidents c) If the information is centrally stored and easily accessible, please give the proportion of complaints about fatal incidents that had also been referred to the coroner 2) Did the PHSO refer any of the complaints received about the trust to the police? 3) Please disclose any correspondence to PHSO by Health Education England in 2020 about surgical services and/or poor governance at the trust 4) How does PHSO store information on complaints for each NHS organisation? Are the complaints coded in any way? Are the complaints categorised and if so, what are the categories? Are there clinical categories? Are there categories by outcome eg.death, permanent disability etc? Please disclose the PHSO policy(policies) which governs how information on each organisation’s complaints are stored and categorised and how databases are organised.
1) From 2013, what percentage of cases which feature 'emotional distress' (term used by the PHSO's financial compensation scale) have been accepted for investigation. What percentage of these cases have been: a) Upheld b) Partially upheld c) Not upheld
08/07/2022
1) How many complaints about the east kent hospital trust maternity ward has the ombudsman received for each of the following years 2020, 2021 and 2022 o I am looking for just the numerical amount and I am not after any personal details or specifics on the complaints. o This includes all complaints made to the ombudsman i.e. non investigation as well as investigations 2) how many investigations/ complaints has the ombudsman undertaken into maternity ward at the east kent hospital trust for each of the following years 2020, 2021, 2022 3) how many complaints into the east kent hospital trust maternity has the ombudsman put on hold/ halted for each of the following years 2020, 2021, 2022? o By halted I mean complaints that havent been rejected and were or currently are waiting in abeyance. To be clear I am not after any personal details or specifics of for any cases. Just the number of complaints in total, number of complaints undertaken and number of complaints put on hold for each of the years 2020, 2021, 2022
1) How many complaints have you dealt will that included either as direct of indirect cause of a problem, the removal of medical records, missing medical information, removed medical information, or withheld medical information since the electronic system of recording medical records was put in place? 2) Can you provide the justification why there is still a two tier system in place on holding both electronic records and paper records as part of patient records? Can you also give me information on the legal reasons which would underpin policy and procedure why conditions held on paper records are not transferred or noted upon electronic records and shared on the integrated pathway records? 3) Can you also provide the legal reasons set out presumably within NHS health law which allow GPS surgeries to withhold or hold back a patients electronic medical records from a new surgery? Also any time limits for holding back medical records, for example 1 year? Ten years? 4) Can you provide the policy and procedures for the use or non use of contemptuous medical records? 4) Can you also provide to me the policy and procedure in law on treating conditions and health problems by NHS providers that have been made contemptuous. For example, if a long standing condition which needs adjustment by daily medication is made contemptuous in law, then is the NHS entitled to deny treatment? 5) Can you provide information on the current figures and statistics of how many people who hold British Citizenship are denied treatment by the NHS and stand outside NHS health provision? 6) Can you provide information on policy and procedure on the current guidance on GP recording of the presence of infectious diseases including new emergent infectious diseases to the UK on a patients medical records?
10/08/2023
1) How many external advisors does the PHSO have? 2) How many external investigations have taken place in the last five years when complainants have disputed the ombudsman's findings: 1. From mishandling of a complaint 2. Or due to situations beyond complainant's control. 3) Have any external advisors been consulted on the legal use of the application of applying the one year rule to make a complaint to the ombudsman, before being' timed out'. *This also includes UK lockdown periods , when organisations were given leeway not to comply with 20 day work day responses from the Information Commissioner’s Office, which held up the ability of complainants to make complaints.
31/05/2023
1) How many subject access requests did you receive over the 2022-2023 financial year? Can you please break this down by month 2) How many other data subject rights requests (erasure/rectification etc) did you receive over the 2022-2023 financial year? Can you please break this down by month 3) How many FOI requests did you receive over the 2022-2023 financial year? Can you please break this down by month 4) How many data breaches/security incidents or near misses did you record over the 2022-2023 financial year? Can you please break this down by month 5) What were your compliance rates (monthly/annually) for responding to FOI and SARs within statutory time limits over the 2022-2023 financial year? 6) What case management system do you use to record and manage information requests?
16/09/2022
1) Hypothetically speaking, if a patient reported to the PHSO that 14 years of their medical data had allegedly been altered using EMIS Web, but the NHS were restricting that same patient's access to their own EMIS Web audit data, is that something the PHSO would investigate? 2) Do the PSHO have certain powers through legislation to obtain the audit data if the NHS openly refused to provide it to them with the data? 3) If so, what are them powers? for example: section so and so of Act 123 gives the PHSO the power to acquire evidence/data to protect the patient's rights etc. 4) Do the PHSO have certain powers to inspect GP computers where they suspect a serious incident has taken place? 5) Same again for question 4, if so, what are them powers?
23/10/2023
1) Please can I have a copy of the management structure of PSHO? 2) Please can you send me a copy of the structure or some form of document showing the number of staff each PHSO manager manages by job title and numbers? 3) Does the PHSO Operations Manager manage all the PHSO case workers or just a small group, for example those newish to the role of Case Worker? 4) Are there any policies, guidelines, legislation and/or protocols giving any circumstances/cases when the PHSO Operations Manager in their work/actions/decisions, that they, the Operations Manager and their PHSO managed staff can state that their PSHO work has nothing to do with the requirements of Parliament, despite Parliament appointing the PHSO Ombudsman to make final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other public organisations following Parliamentary Standards? 5) Are there any policies, guidelines, legislation and/or protocols stating that the PSHO Operations Manager and their PSHO managed staff do not have to follow the the “the Seven Principles of Public Life as set out by the Committee on Standards in Public Life, the British and Irish Ombudsman Association’s Guide to principles of good complaint handling, the values and behaviours in the Civil Service Code” and PHSO “Principles of Good Complaint Handling”, in all their actions/decisions in their PHSO work tasks? 6) Please confirm that there has not been any changes to the PSHO document PHSO Governance Framework January 2023?
21/03/2023
1) Send us details of the specific tests which the Health Service Ombudsman considers in determining the formal investigation of complaints: and 2) send us by post details of any further queries.
18/08/2023
1) What arrangements does the phase make for complainants with limited sight? 2) After a complainant has stated that they have the problem of limited sight..how does the PHSO provide help and assistance for the complainant? 3) What other assistance does the PHSO provide for other physically disadvantaged complainants? 4) Does it wait until the complainant tells them what their problem is, maybe partially investigating it, or does it provide information on assistance upfront before the complaint has be made, on first response.
1, During the period my complaint has been with the PHSO ie 2020 and 2021, how many complaints were received by the PHSO about NHSE where the issue was about eligibility for CHC funding ? 2. How many of the complaints referred to at 1 above , were upheld by the PHSO?
05/09/2022
1, What can i do if an NHS organisation does not respond to issues raised? By does not respond i mean you have chased the issues on numerous occasions and say 3 months or even 6 months have past. The NHS organisation may not responded at all other even an email delivery receipt. And you are using the correct contract address details carding to the NHS website. 2, Why do you refer the public to the NHS constitution? As the NHS does not always follow what's in the constitution and the ho as an organisation can not make the NHS follow the constitution or law . That is It is only worth referring patients to information that you can enforce. That is state clearly the ho cannot enforce the law or the NHS constitution, but here it is if you want read what supposed to happen. 3, What kind of issues will you investigate? can you please make people aware that you will only investigate issues “you deem serious” so people do not waste time reporting issues to your organisation? As patients are made to believes something positive will happen and spend a lot time doing so that could be used more productively. 4, For example you could say in big letters we only look at approximately 1/10 complaints issues brought to us. And only about 1/10 of these complaints raised will be found in the patients favour. There is only 1/100 chance its worth reporting issues to us if you want some resolution.,before you startfilling a ho complaint form. 5, Why do you not make the above clear before people engage with your service for prolong periods of time
07/11/2022
1. The number of complaints received by the PHSO concerning the NHS 2. How many of these complaints were taken forward 3. How many of these complaints were deemed to be valid complaints but were denied investigation by the PHSO on the grounds of being outside the 12 month time limit of making a complaint to the PHSO concerning the NHS 4. How many of the complaints which were deemed to be valid complaints but were denied investigation by the PHSO on the grounds of being outside the 12 month time limit of making a complaint to the PHSO, were subsequently investigated following an appeal for a review of the decision by the complainant
07/02/2023
1. Copies of all PHSO Process/procedures/work aids etc in respect of the PHSO calculating a Financial Remedy payment for Service Failures by the PHSO itself. 2. Copies of all PHSO Process/procedures/work aids specifically linked to the Acceptance of and Timescales for Acceptance of PHSO offering a Financial Remedy payment for Service Failures by the PHSO itself. 3. Copies of all PHSO Process/procedures/work aids etc in respect of PHSO Staff having understanding of Mental Health issues (Depression, Insomnia, Panic attacks ) when calculating a Financial Remedy payment for Service Failures by the PHSO itself. 4. Copies of all PHSO Process/procedures/work aids etc in respect of the PHSO receiving feedback about its services whether positive or negative. +++++ Email does not appear to work +++++++++
31/03/2023
1. Copy of our inclusion policy 2. How many of our officers have received the Oliver McGowan mandatory training. 3. Number of staff who have had disability training 4. Same question Equity training 5. Equality training 6. Inclusion training 7. Human Rights training 8. Diversity training 9. Mental Health Training 10. Trauma Training 11. Physical Disability training 12. Training in relation Acquired Brain Injuries 13. How many staff are working from home 14. Salary of staff from top to bottom. 15. How many of our staff are disabled, including and broken down into the following 16. Neuro disability, 17. learning disabilities. 18. % Staff with protected characteristics 19. % Of staff identified LBGTQI 20. Do we have a disability disclosure scheme. 21. Reasonable adjustments policy 22. Funding, where does our funding 23. Co-production, who evaluates your service. 24. In the last 2 years, there has been a 50% drop in referrals of death particularly of disabled people , particularly Neuro disabled to coroners. Why?
28/06/2023
1. Copy of the latest policy/process for managing cases of this nature 2. Copy of the latest policy/process for escalating concerns of failed process 3. Complaints process against the PHSO
03/08/2022
1. details of the Disciplinary Procedure which applies to Mr. Rob Behrens, PHSO; 2. a copy of that Procedure; 3. the name and contact details of the person / organisation to whom allegations of misconduct by Mr. Behrens, PHSO should be submitted for consideration and investigation under that Procedure; 4. confirmation that the person / organisation identified in 3 above has the power and authority to investigate such allegations and impose disciplinary sanctions if and when deemed appropriate. If they do not, then please provide details of the person / organisation who holds such power and authority.
11/08/2022
1. Do PHSO hold a record of the GMC* registration number of the Geriatrician advisor referenced in attachment1? (*General Medical Council) If so, please provide the advisor’s the GMC registration number. 2. Otherwise, does the PHSO hold a record of the name of the Geriatrician advisor referenced in attachment1? If so, please provide the advisor’s name. 3. Do PHSO hold a record of the GMC registration number of the GP advisor referenced in attachment2? If so, please provide the advisor’s the GMC registration number. 4. Otherwise, does the PHSO hold a record of the name of the GP advisor referenced in attachment2?
18/01/2022
1. Has there been any complaints made about the Caradoc Surgery or any of its GPs while at Station Road Frinton-On-Sea Essex during the last 3 years? 2. if any please notify me, of how many complaints have been received and the details of the complaint, 3. do you have any ongoing complaints about the Caradoc Practice or/and its GP today.
04/11/2021
1. How many misconduct complaints & General other complaints have been recorded against doctors (details redacted) and (details redacted) by persons other than yourself. 2. What was the nature of the complaints against (details redacted) and (details redacted) 3. What complaints have been upheld against (details redacted) and (details redacted)
21/07/2023
1. Please could you provide me with details/links to any PHSO decision or case where an ICB or CCG had to reimburse the other party’s legal/representation fees. I would like any joint PHSO and LGSCO to be included in this where applicable; and 2. Please could you provide me with details/links to any PHSO decision or case where an ICB or CCG had to reimburse the other party for care provided by family members. I would like any joint PHSO and LGSCO to be included in this where applicable.
01/03/2022
1. Staffing levels (Doctors and nurses) at Fri 3rd Dec 2021- 11th Dec 2021 at 9E and 9F ward Royal London Hospital, whitechapel. Please can you also email the staffing levels for the same period in Nov 2021. 2. Staffing levels (Doctors and Nurses): Sat 11th Dec 2021- 25th Dec 2021 in the Critical Care Unit at Royal London Hospital. Please can you also email the staffing levels for the same period in Nov 2021. 3. Staffing levels (Doctors and nurses): Sat 25th Dec 2021 9E and 9F ward and the Dialysis unit at the Royal London Hospital. Please can you also email me the staffing levels for Nov 2021. 4. Please can you also let me know if there were any drainage issues in the renal dialysis unit and whether any repairs needed to be carried out on 25th Dec 2021? 5. Staffing levels (Doctors and Nurses) Sat 25th Dec 2021- Sun 26th Dec 2021 Critical Care unit at Royal London Hospital. Please can you also email me the staffing levels for the same period in Nov 2021. 6. Also, please can you provide us with any cases you have dealt with regarding the renal unit and ICU at the Royal London Hospital.
24/06/2022
1. The Name, Position, Medical Number, where they have practised medicine for your clinical advisor. The one with 30 + years service. I will then consult with NHS England as all her cases need to be reviewed and appealed. 2. The number of cases he/she worked on and made decisions on - along with 3. Full details of [redacted]qualification and training that allows him to make such a decision and what investigation he did - ie: Did he take the word of one person and not even question this - seems anyone with some common sense would have been taught about drug withdrawal. What training has he received on drug withdrawal. 4. Full details of how many complaints [redacted] has over seen in the last 2 years, what these entailed and what % did he refuse to uphold/Hold 5. Full breakdown of all complaints dealt with by this Ombudsman over the last 2 years, including reason for complaint, % of outcomes in favour of the practice/Doctor. 6. Full information as to why my suffering has been ignored over the word of someone who has no idea about me or the condition - let alone anything to do with any withdrawal. I mean people have withdrawal systems for coffee, cigarettes within 6 hours, yet Tramadol suffers nothing for over 5 days? 7. Why the 1st decision was classed as incorrect and then the same thing - maybe you should get [redacted] to look into all complaints and save the wages of [redacted] and his colleague. 8. Training and Qualifications from the previous advisor who refused this and what experience she had in investigating this - why did she not consult with anyone, like[redacted]has so supposedly done 9. Any information about Complaints about Hawthorn Medical, reasons for the complaints and outcomes..
1. “The number of complaints received by the PHSO in relation to UK gynaecology services in the past five years (including access, wait times, treatment etc.). 2. The number of complaints received by the PHSO specifically in relation to Endometriosis (including access to services and treatment offered) in the past five years. 3. The total number of complaints received by the PHSO in the past five years?”
1. What performance targets are given to caseworkers/investigators in respect to the handling of and/or closing of complaints allocated to them? 2. What incentives are given to caseworkers/investigators in respect to the handling of and/or closing of complaints allocated to them?
29/12/2021
1. “How many fulltime and part-time medically qualified doctors (registered with the GMC) do you employ. 2. In what branches/directorates are these doctors working”
06/09/2022
1. How many diagnoses of Obsessive Compulsive Disorder were made in the UK? 2. How many people were referred for treatment (and of what kinds of treatment) for OCD? 3. What lengths of delays for treatment were recorded? 4. How many records of successful outcomes were reported? 5. How many complaints were made against the NHS for unsatisfactory treatment of OCD? 6. What amount of NHS budget was/is allocated to OCD treatment?
28/10/2021
1. Please provide (i) the number of applications you received for the post (ii) the number of candidates shortlisted (iii) the number of candidates interviewed. 2. For each part of 1. please specify the numbers in relation to internal candidates. 3. Please disclose the amount paid to the recruitment agency Hays (and any other recruitment agencies, if applicable) in respect of filling the post.”
06/12/2023
1. Please provide a copy of the letter Rebecca Hilsenrath said she would send to PACAC Chair William Wragg MP regarding the composition of the new user focus group: Public Administration and Constitutional Affairs Committee Oral evidence: Parliamentary and Health Service Ombudsman Annual Scrutiny 2022-23, HC 198 Tuesday 14 November 2023 https://committees.parliament.uk/oralevidence/13801/pdf/ 'Q21 Chair: Of those former complainants, are those people who have had their complaint successfully upheld or those who have not? Ms Hilsenrath mentioned that they are representative. Is it, therefore, reflective of the percentage of successful and non-successful rates of those complainants? Rebecca Hilsenrath: I am afraid I would have to write to you on that point. I am not sure that I know off the top of my head.' Rebecca Hilsenrath also said: 'We work through an independent organisation to identify people, so they were not our direct selective choices, but we did give them quite a clear steer...' (Q19) 2. Please provide the name of the organisation you use, the date you started using it and the amount of money you have paid it to date for its services regarding the recruitment of user focus group members.
20/07/2022
1. Please provide a copy of your most recent guidance concerning the use by staff of instant messaging auto-delete options. 2. Please provide full details of your information retention policy relating to the auto-delete options of instant messaging services.
15/03/2022
1. Please provide all information held surrounding the decision to change your approach. 2. Can you confirm that the term 'review' is not used when you consider a complaint from a service user who disagrees with your final decision? 3. Please provide the number of individuals who have contacted you since 27 August 2021 to express disagreement with your final decisions. 4. Please provide the number of times these individuals have been told that you will consider their complaint further. 5. Please provide the number of these complaints that are still open.
1. Please provide details of all compensation/financial redress/remedy you recommended authorities make to complainants in 2020/21 and 2021/22. Please provide the information separately in two lists - parliamentary complaints and health complaints. Where your recommendation included an amount for arrears, please indicate this fact. 2. Regarding your scale of injustice on page 183 of your Guidance, please provide the total amount of remedy you recommended falling within each of the six levels in 2020/21 and 2021/22. Guidance: https://www.ombudsman.org.uk/sites/default/files/Service_Model_Main_Guidance_19.0.pdf
1. Please provide full details of the procedures you currently have in place to ensure that feedback from complainants giving praise or alternative positive views is recorded. For example, if a call handler believes a complainant has praised your organisation or an individual within it, what steps are they required to take to record the praise? Include any relevant screenshots.
12/08/2022
1. Please provide the current number of (i) hybrid and (ii) distant working staff you have. 2. Please state the number of these staff based abroad, if any. 3. Please provide the number of staff in 2021/22 who worked whilst abroad. 4. Please provide current guidance to staff concerning hybrid and distance working.
05/11/2021
1. Please provide the names of all MPs who made referrals during (i) 2019/20 and (ii) 2020/21 together with the number of referrals each made. * Minute 11.1 of the board minutes of 17/12/20 records: 'The Board received a report from the Ombudsman covering the recent scrutiny session before the Public Administration and Constitutional Affairs Committee (PACAC); engagement with staff during the pandemic; and recent casework issues including the issue of the Insight Report on Continuing Healthcare. The report also included the Ombudsman’s current SWOT analysis of the organisation’s strengths, weaknesses, opportunities and threats.' 2. Please provide a copy of the report.* The ICO has disclosed your offer of a secondment: 'I will refer your offer of a secondment to our HR Dept who may be in contact with you to obtain further details.' https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_communications-5Fto-5Fand-5Ffrom-5Fphso-23comment-2D97175&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=MpN9ePBvGLg0blWAl4_4oUvaQ0caaw0qA6hpKhlNErY&s=5tkrZ-RmgnDKR0p_RZDPKfOnHdCw6onQ_zNJOGGAZeM&e= 3. Please provide (i) a copy of the information contained in the offer you made; (ii) confirmation of whether the ICO accepted your offer (if it was, please provide the start date) and (iii) any other information related to the secondment such as the 'further details' referred to in the information disclosed by the ICO.
19/04/2023
1. Please provide the names of all MPs who made referrals in 2022/23 and the number of referrals each made. I would like the names in alphabetical order, just like you provided for 2019/20 and 2020/21: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_mp-5Freferrals-5F201920-5Fand-5F2022021-23comment-2D107033&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=PAyKoiRBgu8J5VaZDVuz0fqQXJ4_Eibmask0wFqTZ1o&s=up7kGcCQ1YqbzESYnkVhyA771tRLPMTvheo8_jWnoVc&e= 2. Please provide the total number of MPs who made referrals. 3. Please provide the number of MPs who referred (i) one (ii) two ((iii) three and (iv) four complaints. 4. Please provide the total number of referrals MPs made in 2022/23.
1. Please provide the number of Operation Managers you currently have who manage teams of caseworkers 2. Please provide all information held concerning the number of Operation Managers you are aiming to have in post who will be responsible for managing caseworkers. 3. Can you confirm that all caseworkers are managed by Operation Managers? If not, please provide all recorded information on what determines whether a particular caseworker is or is not managed by an Operation Manager. 4. Can you confirm that Operation Managers also manage senior caseworkers? 5. Please provide the current number of caseworkers and senior caseworkers you have.
30/01/2024
1. Please provide the titles of all jobs that you advertised directly or through recruitment agencies in 2023. I do not require job descriptions or job specs. 2. Please provide the number of individuals recruited in respect of each job advertised. 3. Where appropriate, specify the name of the recruitment agency that advertised each job.
17/06/2022
1. Please send me a copy of all the questions you asked complainants to determine their level of satisfaction with your service in your most recent survey. 2. Please also send me full details of the survey's methodology (selection of participants/ method of contact etc.) If any research was conducted over the telephone, please provide all guidance available to assist those conducting the interviews.
1. Please send me copies of all of your FOI responses (excluding responses sent to WDTK) made between 1 April 2020 and 1 October 2020.
15/09/2022
1. The Death Rate of Ex-Miners, Ratio to Pay-outs, linking to Payment from the MPS Pension Fund, to the Richness of the MPS Pension Fund. To see if The MPS Pension is doing it's Job, is it "Fit for Purpose", or just an Income Stream for the Trustees? 2. How much money has been taken out of the Scheme, by The Government. 3. I need to know: How Many Miners are left? 4. What is the overall Value of the Pension entirely, of the MPS Pension? 5. How does it compare: "Fund to Payment", with other such Pension Schemes?
27/09/2023
1. the number of cases you personally have dealt with over the past two years 2. the outcome of the cases.
1. What time is laid down in your regulations/guidelines/codes/staff manuals or any other documentation to allocate a case to a caseworker. If no time frame is laid down and or set out how do you decide upon what is a reasonable time frame for the aforementioned. Who sanctioned this decision? Are the same guidelines used for all the PHSO departments? If not why not? 2. What timeframe is considered to be outside of the period of time in which cases have been waiting to move through to a caseworker. Who made the final decision regarding this? Is the above the same for all PHSO departments. If not why not. 3. State the number of cases inside the required timeframe for the years 2021 and 2022 to be shown separately for all PHSO departments. 4. State the number of cases outside the required timeframe for the years 2021 and 2022 to be shown separately for all PHSO departments. 5. Who was responsible for the decision to pause the health caseworker in the summer of 2020. Was the aforementioned the same for all PHSO departments? If not why not. 6. Were the public advised of the aforementioned. If so where was this published together with the frequency and dates. How were visually impaired and/or deaf persons made aware. If the public were not notified who made the decision to do this. Kindly furnish the date this decision was made. Was the ruling/decision applied to all PHSO offices. If not why not. 7. How many complaints were made in 2020 and 2021 in all PHSO offices in particular Manchester and London. Please list years and All PHSO departments separately. If you wish clarification on any of the above please do not hesitate to contact me.
10/12/2021
1. When an organisation has a case upheld against it, as well as it sending a copy of its Action Plan to the Care Quality Commission (CQC) and NHS Improvement, does the Ombudsman notify any other organisation, trust, or local MPs about the upheld complaint? 2. Does the Ombudsman check with the CQC and NHS Improvement to determine if a copy of the Action Plan was sent to them by the organisation? 3. Does the Ombudsman have a procedure in place to check if copies of the apology letter and action plan have been sent by the organisation to the Ombudsman? 4. Does the Ombudsman have a procedure in place to check an organisation's apology letter to ascertain if it meets the Ombudsman's recommendations, even if a complainant does not request they do so? 5. Is the organisation obliged to show the Ombudsman, or any other organisation, how its Action Plan has been implemented, and the progress it has made, if any? 6. Some decisions are published on the Ombudsman's website, on the decisions portal. Is a member of the public, in particular a health professional, allowed to request a copy of the ones which aren't published on the website? If so, is the complainant informed? 7. Why are some decisions on the website while others aren't? Are there certain criteria that must be fulfilled for publication, or are the ones published a cross-section chosen by the Ombudsman? 8. Are complainants who have had a complaint upheld able to request the decision is published on the Ombudsman's website if it isn't already, and how would they make the request?
23/09/2022
1. All compensation you recommended authorities make to complainants in 2020, 2021, and 2022 (or the latest available date). Please indicate whether each complaint was a parliamentary or health service complaint. 2. The number of enquiries where an individual waited more than 12 months for an outcome in 2020, 2021, and 2022 (or the latest available date). Please also show this in the context of total enquiries (i.e. how many enquiries you received in each year, and how many of those waited over a year), and again indicate whether it was a parliamentary or health service complaint. 3. The number of decisions/outcomes that changed following an appeal or feedback about the service in 2020, 2021, and 2022 (or the latest available date). Please indicate whether each case was a parliamentary or health service complaint.
04/10/2024
1. Any internal communications, policy documents, or guidance related to the decision to signpost ISCAS.
1. Did the Board meeting of 17th December 2020 take place 2. Why have the minutes of the meeting not been published for public scrutiny 3. Has a further Board meeting taken place in February 2021 as per the published policy and if so when 4. If so, when will the minutes of the February 2021 become available 5. Please supply a copy of the minutes of the Board meeting held on 17th December 2020.
03/03/2023
1. Do you use bulk emailing software for the purposes of emailing updates about services? If so…. Please provide the name of the software supplier and product name used? 2. Please provide the current contract expiry date? 3. Please provide the current contract value and the annual support and maintenance costs? 4. Are you planning to go to market for a different software supplier? If so, when? 5. Please provide the name, job title, contact number and email address of the person responsible for the management of the software? 6. My understanding is, you have a preference to work with local suppliers, is this the case with your bulk emailing software?
28/07/2023
1. Does your organisation use Customer Relationship Management (CRM) software? (Example: HubSpot, Salesforce, Dynamics, Other, etc.) • Yes • No 2. If yes, please specify which CRM(s) are used by your organisation: • HubSpot • Salesforce • Dynamics • Other (Please specify) 3. What license level/subscription does your organisation have? 4. What is the annual cost of your CRM system(s)? 5. List any job roles by (job title) within your organisation that communicate with contacts via the CRM(s) system? 6. Does your organisation work with any external agencies to manage the CRM? 7. Does your CRM integrate with other systems within your organisation? (Example: finance systems, Other CRM Systems, etc.) • Yes • No 8. If yes, please specify which other systems your CRM(s) are integrated with:
28/02/2022
1. For each of the last 4 years the number of complaints received relating to a Hospital 2.For each of the cases referred to in 1 the number that were investigated and the average time it took to start the investigation and complete the investigation 3. For those investigated the number that were rejected and the number that produced a positive outcome for the complainant by year 4.Using your own statistics provide for each year the breakdown of type of complaint
06/07/2022
1. For the period 16th March – 17th July 2020 (i.e., when ICO had indicated a sympathetic approach to delay), provide precise data if available e.g., 15 out of 30 requests, and if not, provide an estimate e.g., 10%, for these questions: (a) how many responses to FOI requests were issued within 20 working days of receipt by your organisation? (b) how many responses to FOI review requests were issued within 20 working days of receipt of the request for an internal review? (c) how many responses to FOI requests were issued within 21 and 60 working days of receipt by your organisation? (d) how many responses to FOI review requests were issued within 21 and 60 working days of receipt of the request for an internal review? 2. For the period 18th July – 8th October 2020 (i.e., during the ‘preparing for recovery’ phase), provide precise data if available e.g., 15 out of 30 requests, and if not, provide an estimate e.g., 10%, for these questions: (a) how many responses to FOI requests were issued within 20 working days of receipt by your organisation? (b) how many responses to FOI review requests were issued within 20 working days of receipt of the request for an internal review? (c) how many responses to FOI requests were issued within 21 and 60 working days of receipt by your organisation? (d) how many responses to FOI review requests were issued within 21 and 60 working days of receipt of the request for an internal review? 4. When FOI request or review responses were issued more than 21 working days after receipt during the period 1st March and 30th October 2020, what were the main reasons for the delay? e.g., closure of premises due to Covid-19, reallocation of resources due to Covid-19, staff shortages due to Covid-19, absence of key staff due to Covid-19, limited access to necessary systems due to Covid-19, other issue related/unrelated to Covid19. 5. In relation to the FOI requests received by your organisation between 1st March and 30th October 2020, what proportion related directly to Covid-19, your organisation's Covid-19 response or impact of the pandemic on your organisation? (Provide precise data if available e.g., 15 out of 30 requests, and if not, provide an estimate e.g., 10%) 6. On 17th July 2020 the Information Commissioner’s Office (ICO) launched a self-assessment Freedom of Information toolkit (FOI self-assessment toolkit | ICO) to help public authorities respond to FOI requests as they prepared to recover from the coronavirus pandemic. - Does, or has your organisation ever, use/d the toolkit? If so, please explain whether it has it had any positive outcomes. - If your organisation has not/does not make use of the toolkit, please explain why not. 7. In response to Covid19, has the volume of information your organisation publishes: - not changed - significantly increased - significantly decreased - don’t know 8. Has your organisation taken steps to proactively publish information relating to Covid-19, your organisation's Covid-19 response or the impact of the pandemic on your organisation? If it includes a dedicated webpage, please provide a link to the webpage.
04/02/2022
1. Has the Government, NHS or any other public body or representative ordered or requested, that your service, in relation to the NHS, alter procedures during the pandemic? This could be in relation to expected timescale, delaying cases that involve NHS Staff, or altering the criteria for cases to be accepted for investigation. 2. Has the criteria been altered, in relation to the NHS, for the Ombudsman's service to close cases. In particular, has the complainant to provide more information. Or is he/she expected to carry out more investigations themselves? 3. Has there been delays to the service due to the pandemic? And if so what was the average timescale from receiving the case to closing it. 4. On average has the Ombudsman been closing more cases, without an acceptable outcome to the complainant, in 2020 and 2021 than in 2018 and 2019? 5. What training do case handlers receive in relation to the DPA ie should they be aware that it is illegal for an unauthorised person to access anyone's data, held by the NHS? 6. What is the timescale for handling reviews/complaints about decisions after a case is closed? And what recourse do complainants have if this timescale is greatly overdue?
07/12/2021
1. How many malicious emails have been successfully blocked? 2. What percentage of malicious emails were opened by staff? 3. What percentage of malicious links in the emails were clicked on by staff? 4. How many ransomware attacks were blocked by the department? 5. How many ransomware attacks were successful?
24/04/2023
1. How many SARs (not other types of data protection requests) have been made to the council in the last 12 months? 2. How many SAR requests have gone over a deadline (either the standard 30 day allocation or the extended 90 day allocation for more complicated responses)? 3. How many staff are usually contacted to provide data to contribute to the request? 4. On average how many hours are spent dealing with a SAR? 5. Do you have any software to assist with SAR production and if so, which? 6. Who has budget responsibility over the costs & resources required to respond to the SARs? Please provide Name: Title: Direct Email: Direct Phone Number: 7. How many employee SARs have you received in the last 12 months and how many went over the deadline (either the standard 30 day or 90 extended)?
24/12/2021
1. On the 17th Dec 20 a joint protocol was proposed with Nat Audit Committee. I would like to see all information, records, emails, etc. which are related to the joint protocol. It's mentioned in the final bullet point of paragraph 15.2: "The Committee had discussed the issue of direct contact between complainants and our auditors. The organisation had agreed to brief the National Audit Office and to develop a joint protocol for such contacts" 2. Please also provide all information, records, emails etc. which are related to you briefing of the National Audit Office mentioned in the same bullet point of paragraph 15.2. The PHSO Board Minutes can be found here: https://www.ombudsman.org.uk/sites/default/files/Board%20minutes-Open%20Session%20-17%20December%20%202020.pdf’
07/09/2022
1. Please can you tell me on what basis does a Ombudsmen decide that a complaint against a local authority regarding children failed by the system is acceptable? 2. If a complaint against a local authority is mostly upheld and the authority has denied any Maladministration occurred but the Ombudsmen refused and said that indeed they had been a great deal of failures and Maladministration but then the ombudsman sides with the authority when their admission of fault changed and they then decide to log it but not deal with it instead lock it away and throw out the key? 3. If a claimant states the council has lied and the statements are untrue what is the claimants rights? 4. Does the authorities have more rights over the claimant? If no please explain why its their words against the claimants and favourably the authorities always win. 5. If the authorities placed children with another relative sibling,aunt,uncle who is responsible? 5b, Also if the council failed to protect the children and the paperwork, files, cases, CIN reports relating to the children is that acceptable? 6. If answer to above is the authorities please explain why say x amount of years later they can dispute that and deny conversations and or the responsibility? 7. Is 10+ years of failures including no support to the following respite, extra support, mediation, protection, parent Contact, sibling contact, acting on evidence of a member of the family been violent and abusive, bereavement support, wellbeing support are these circumstances all not relevant or supported? 8. Is a in depth Upheld complaint that had a huge affect on a family mentally physically emotionally and financially not seen as a complaint that is relevant to your work? Would been broadcasted on the television make that family be treated differently? After weeks of researching I believe that only a small fraction regarding the above fully or partially get taken seriously and the outcome is just another door in the families faces.
04/01/2022
1. Please provide the names of all legal professionals you engaged during the year 2020/21. 2. Please state the minimum and maximum hourly rate that you paid to the legal professionals that you engaged in 2020/21. 3. Please provide the total amount paid to each during 2020/21. I would like the figures to show the gross amount (net plus VAT) paid in each case, similar to how the Government Legal Department (GLD) has done it in response to this FOIA request concerning Sir James Eadie QC:
22/07/2022
1. Please provide the names, job titles, direct phone numbers and/or extentions together with the e-mail addresses of each and every one of your caseworkers and managers. 2. Please state which caseworker(s) each manager manages. 3. Please state any known conflicts of interest in regards to the above individuals, which may affect their ability to conduct their duties impartially.
01/06/2023
1. Since 2017, how many complaints have been raised to PHSO about Gloucestershire Health & Care Trust or it’s predecessor 2gether Trust? (Where numbers Allie, please identify numbers by year of complaint being made, years raised to PHSO & years PHSO completed their process) 2.How many complaints involving GHC Trust or 2gether Trust have been used as examples of learning by PHSO. Please cite the reports that include the learning. 3. Is the Ombudsman (Rob Behrens) personally aware of concerns over PHSO processes during investigations into GHC Trust or 2gether Trust? What has he done to ensure complainants are fully heard over their concerns? 4. Up to the limit of remaining time available to process this FOI, please provide : A. A summary of topics within complaints made , indicating the most common B. A summary of learning identified , indicating any repetition of learning (and the number of times repeated)
11/07/2024
1. What exactly does the PHSO do, and what is it meant to achieve? 2. Is there a body directly responsible for the operation of the PHSO and to whom the PHSO are accountable to? 3. If new conclusive evidence presented itself subsequent to any final decision by the PHSO regarding a complaint, is there any way in which matters could then proceed further, and if so what would that entail? 4. Is there any way an organisation such as an NHS trust can be compelled to answer legitimate questions asked of them, in particular where their actions have not been in the interests of a person in their care? If you cannot answer this, is it possible for you to point me in the right direction to somewhere I could find this out without a requirement for legal assistance?
07/03/2022
1. What is the average time that the Ombudsman takes to deal with complaints from the time of receipt of the complaint to the Ombudsman’s determination? 2. What percentage of complaints were upheld in the last period for which figures are available?
06/12/2021
1. Who is your preferred supplier for MFD/Printer Hardware? (Please state in multiple suppliers) 2. Please state the number of printers currently within the organisation, to include a breakdown of MFDs (multi-functional devices), Print Room devices and desktop printers. 3. What are your current annual page volumes (split by Colour and Mono) 4. What is the approximate annual spend for both hardware and services? 5. What date is your contract due for renewal? 6. Which procurement route or framework was used to procure this service 7. Which person/role is responsible for procuring your printer contracts?
12/04/2022
1...Does the Ombudsman Service currently issue new employees who join the organisation with any and or all the following.... (a)...A language guide or similar which advises employees on the most appropriate words, phrases, and terms to use when writing to and or communicating with and or referring to their colleagues and or members of the public and or the organisation's clients/customers/service users and or representatives and employees in the organisation's stakeholder and partner organisations. Typically, such a guide will outline words, terms, and phrases to avoid for whatever reason while providing more acceptable words, terms, and phrases. Such guidance could be included in a staff handbook (or similar) or it could be issued in the form of specific written advice. Alternatively, it could be included on the organisation's intranet site and or it could be issued/held digitally and or it could be included in any training/induction video/film. (b)...A guide or similar which helps and encourages staff to promote diversity and inclusivity both in the workplace and or in their dealings with members of the public and or in their dealings with the organisation's clients/customers/service users and or in their dealings with employees in and or representatives of the organisation's stakeholders and any partner organisations. The guide will include but will not be limited to advice on best practice when it comes to diversity and or inclusivity and or anti-discrimination policies. It will encourage staff how to avoid discrimination on the grounds of race and or religion and or gender and or sexuality and or age and or disability and or political belief and or social class and or income and or social background. Such guidance could be included in a staff handbook (or similar) or it could be issued in the form of specific written advice. Alternatively, it could include on the organisation's intranet site and or it could be held / issued digitally and or it could be included in any training/induction film/video. (c)....A guide or similar which advises staff on the importance of respecting and using a person's preferred gender pronoun. That person could be a colleague and or a member of the public and or one of the organisation's customers/clients/service users and or an employee and or representative of a stakeholder or partner organisation. Such guidance could be included in a staff handbook (or similar) or it could be issued in the form of specific written advice. Alternatively, it could be included on the organisation's intranet site and or it could be held /issued digitally and or it could be included in any training/induction film/video. 2...If you have answered yes to any part (or indeed all of question one) can you please provide copies of the guidance irrespective of the form in which it is issued. 3...Since January 1, 2019, has the organisation issued any kind of guidance (as defined in question 1 a to c) to other employees who were not issued with the advice and guidance when they first joined the organisation as new recruits. If the answer is yes, can you, please provide copies of the guidance irrespective of the form in which it is issued.
22/09/2023
2 - I WOULD ALSO LIKE TO KNOW IF OTHER PEOPLE HAVE REGISTERED COMPLAINTS AGAINST (caseworker) FOR IGNORING THEIR EMAILS 3 - IF COMPLAINTS HAVE BEEN REGISTERED AGAINST (caseworker) FOR DELETING THEIR PERSONAL DATA UNDER THE GDPR.
14/01/2022
A full disclosure of all complaints against Ombudsman itself other than from the requestor alleging censorship, disinformation or data leaking between the dates of 31/1/2019 - 31/1/2021 respectively.
A list of the organisations that we can investigate be sent out to him in the post as he has no internet access. He also has poor eyesight, so can this list be posted to him in large print please?
10/05/2022
A previous FOI request by another person published online requested the number of caseworkers you employ. Your response was ‘Current caseworker numbers minus the four teams mentioned in Question 2, so in essence 198 – 29 = 169 but with caveat that our parliamentary teams may still undertake some health work.’ If you have 198 caseworkers dealing with investigable cases and have received 507 cases in the year 2021/22, does this mean each caseworkers is allocated just 2.5 new cases a year to investigate?
08/05/2024
A recent response to a WDTK user included the following: '5) As stated above, to determine where each financial remedy falls on our Severity of Injustice scale, we would need to manually look through all upheld service reviews. We hold a total of 52 case references from 2021-23. These would take a total of 13 hours to examine. This would be within the appropriate limit.' https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/number_of_complaints_about_the_p#incoming-2606659&data=05|02|informationrights@ombudsman.org.uk|73d851bd268543f9357708dc5884d024|7c88cec864114f329333cf6877fd3515|0|0|638482574702996333|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=E5OuO0RljEGAXsuRVKg6boxHhjVDUad8AaGWQOxiq/E=&reserved=0 Please provide the amount of award or compensation paid in each Found case between 2021-23.
25/08/2023
A request for the following two PHSO policy documents: - Review and feedback policy/guidance - Unreasonable Behaviour Policy
24/09/2024
A request to provide a copy of your Complaints Handling Procedure A request under Section 50 of the FOIA 2000 to Disclose the instuctions / guidance criteria adopted by the PHSO to determine what is meant by "serious" on which the decision made by (Redacted) / PHSO has been based. A request under Section 50 of the FOIA 2000 to Disclose the instuctions / guidance criteria adopted by the PHSO to determine what is meant by "have the biggest impact on improving public services" on which the decision made by (Redacted) / PHSO has been based.
11/11/2021
a) Those providing services to the NHS are subject to the NHS Constitution yes/no? b) The NHS Constitution states staff should aim to follow guidance yes/no? c) The CCG’s ‘aim’ in this matter is not towards following Refreshed Redress Guidance yes/no?
16/08/2023
a) With regard your response to item 2: 2. The figure for cases passed for detailed investigation in 2022 (615) is less than 2% of the number of complaints received in 2022 (35,103), however some complaints received in 2022 are still in progress and may be passed for detailed investigation in subsequent years. Would it be equally correct to say that the cases passed for detailed investigation in 2022 would similarly include complaints received prior to 2022 and passed for detailed investigation in 2022? b) and item 7: 7. We are able to provide data on the number of complaints which were accepted for consideration following re-presentation to us. I would be pleased to receive this data, thank you.
12/07/2022
a. Anonymised data detailing how many complaints, where the complaint related to mental health services, proceeded to an investigation in the last 12 months. b. Anonymised data detailing how many of those complaints were from complainants of a BAME background. c. Anonymised data detailing how many complaints, which did not relate to mental health services, proceeded to an investigation in the last 12 months. d. Anonymised data detailing how many of those complaints were from complainants of a BAME background. e. Anonymised data detailing the nature of the complaints, which in the last 12 month proceeded to an investigation. I am happy for these to be categorised simplistically (e.g clinical negligence, delay, poor service etc)
03/02/2023
About the terrible service the trading standards are giving the people. I am talking particularly about the motor trade. The Trading standards? What do they do Why can nobody get in touch with them? Why are they so alouf and not accountable to any cases. Why can we not talk in any particular way? How do we know they are doing there job. Why they have lots different rules per borough? We have come to the conclusion that they are not working in the intrest of the people. If we can not consult with them. So they can not be doing anything for us. No accountability from this department. Where as we have to have accountability! So we want a freedom of information act of how many cases they get within the motor trade. How many cases and penalisations they have given to traders. The result... Within the motor trade. How long they avt before implmenting policy. What there policy is... How long does it take per case to investigate What are the outcomes of convictions In particular/ Greenwich, Bedfordshire and Milton Keynes... Unless you can provide all records for all boroughs. We think this service should be dissolved if we find lack there of. Of accountability and more. We will be talking to Car traders AA. Which group. To get to the bottom of this
12/04/2024
According to Mental Capacity Act Code of Practice, your investigators have guidance on how they to conduct an investigation involving the Act and, what they need to do if a joint investigation is required with your colleagues the Local Government and Social Care Ombudsman. Please can you provide me with a copy of this guidance.
18/09/2023
Additional FOIA questions in furtherance of your emailed, and attached, response(s).. Q.1) Are the attached/above cited HMCTS & DWP complaint decision outcomes, from the number 14172 that your emailed response of today states that '...Over the last 8 years, a total of 14172 complaints were accepted for detailed investigation....'? Q.2) In reference to your attached information, (that is also cited above)-could you supply to me: i.) brief details of the category, or type, of each complaint that was resolved/upheld/partially upheld, in each year from 2015-2023, pertaining to the HMCTS & the DWP? ii.) PHSO complainant's complaint details, and/or case reference numbers, (that I may read of each complainant's case & decision from the PHSO's Case Decisions website page)- of each PHSO complaint that was resolved/upheld/partially upheld, in each year from 2015-2023,-pertaining to the HMCTS and the DWP? Q.3) From 2015-2023, how many complaints has the PHSO resolved/upheld/partially upheld, ,(and can you supply to me case details including case reference numbers) pertaining to, i.) Independent Case Examiner's Office? ii.) The Growth Company / Standguide / Avanta / G4S', (and any other Work Program, oe Welfare-to-work, Providers,)? iii.) Hays Specialist Recruitment Ltd / Morgan Hunt (UK) Ltd / Capita PLC or Capita Education Resources Ltd / Protocol National Ltd?Quality Teachers Ltd, (& any other Employment/Staff Recruitment Agency)?
08/11/2024
After speaking to the Information Commissioner's Office, I would also like to request information regarding your retention policy's with recorded calls incoming and outgoing distance off time kept reason for keeping and reasons for deleting.
02/07/2024
All protocol / procedures surrounding his case, our service complaints process,
14/07/2023
Also the statistical breakdown of types of cases dealt with by the PHSO
06/03/2023
Amanda Amroliwala (Q24) said the following to Pacac on 29/11/22: 'We have already been offering training, as part of the complaint standards, in mediation techniques to the frontline health services. It is something we can easily move across into MPs’ offices as well. ' https://urldefense.proofpoint.com/v2/url?u=https-3A__committees.parliament.uk_oralevidence_11960_pdf_&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=ISNZ3mV7kkelElKsSk2jLujCiIMCGX_GLWxpjV6_82Y&s=APsl9GHl29SPsDxcqTpI_-LKxmT3_4SC2nhteMU3gRs&e= 1. Please provide information on the total amount of training you provided in mediation techniques to the frontline health services in 2021/22. 2. If you advertise your training in mediation techniques, please provide the information that you use to advertise it. 3. Please provide the amount of income you earned or costs you incurred in providing training in mediation techniques to the frontline health services in 2021/22. 4. Please provide a summary of what the training you provide to the frontline health services entails.
06/01/2022
An exact, word for word, copy of the request, excluding personal information which is undisclosable; and . A copy of your final response to each of the above requests (unless your response is still pending). Please provide this as a pdf if possible, e.g. 1 pdf document for each calendar month.
23/06/2022
Any internal documents that would explain how you reach the decision to take a NHS complaint in England (e.g. looking at the severity of injustice scale etc) due to the Covid-19 Pandemic backlog and - Any internal documents or emails (where permissible) to suggest when the PHSO may go back to looking at all NHS complaints brought to them.
03/03/2022
Are you able to share some statistics around the percentage of complaints related to CAFCASS that the PHSO does not elect to progress and that the complainant progresses to court? I am particularly interested in the numbers involved, for example, the number of complaints the PHSO received related to CAFCASS in a given period, the number of those complaints that the PHSO did not investigate, the number of those complaints that the complainant then elected to go through the courts, and the number of those complaints that went to court where the court ruled in favour of the complainant (i.e. where the court found that the complaint was improperly handled by PHSO). Further, what is a typical outcome where the court finds that the PHSO did not properly handle a complaint? Does the court typically order the PHSO to progress the complaint? What else would the court do if they find in favour of a complainant? Any examples?
03/11/2021
As a FOI request can you please answer the following questions. This may need input from your DPO where possibly appropriate. I note your public DPO/FOI emails all end in .org.uk can you advise if all staff email addresses within your Ombudsman organisation all use the same email domain/addresses and this is as per your website domain ? Have any of you Ombudsman ever used a alternative in your lifetime organisations existence ? Have you ever used a .gov email or ‘Gov’ anywhere in your domain or email addresses as a public Ombudsman Service at any time? If not can you explain why ? And would that be as it would be contradictory as a independent and impartial body separate from your devolved (& U.K. where applicable) governments?
14/06/2022
As a Freedom of Information request, please also:- 1. provide me with a copy of your Complaints Procedure for handling any complaints regarding the conduct of your staff which may constitute breaches of your Organisation's Code of Conduct and/or the Seven Principles of Public Life. For clarity, I am not referring to your case review procedure. If you do not have such a Complaints Procedure, please provide information describing the procedure, written or unwritten, in place for handling such complaints; and 2. let me know of any policies, procedures, rules, guidance, protocols etc. in your organisation, written or unwritten which prevent the consideration, investigation of, and full, reasoned response to, any specific allegations of misconduct by your staff at any time which may constitute breaches of your organisation's Code of Conduct and/or the Seven Principles of Public Life. 'Any time' in this context to include alleged misconduct related to events, actions and information which a service user becomes aware of during and/or after, or separate to, consideration and review of their case of complaint about another organisation. Please provide me with copies of any such written documents or a full description of any such unwritten provisions.
31/10/2022
As an employer, the PHSO has a legal duty under the Management of Health and Safety at Work Regulations 1999 to assess the risks arising from known workplace hazards. The greatest/most common workplace hazards, by the number of lost working days, are those hazards that are known to be the causes of work-related stress. The workplace hazards that have been found to lead to work-related stress are well-known from extensive research and are summarised in the HSE Management Standards of 2004. I would be grateful if you were to provide me with copies, by email, of the following documents. I have listed the documents by the Regulation which requires the documents to be recorded: Regulation 3.1 An assessment of the risks arising from the hazards Regulation 3.6 (a) the significant findings of the assessment with respect to the hazards (b) any group of his employees identified by it as being especially at risk from the hazards Regulation 5 Records of the arrangements for the effective planning, organisation, control, monitoring and review of the preventive and protective measures for the hazards. Regulation 10 Information for employees on the hazards Regulation 13 An outline/schedule or policy with respect to the training being provided to employees with respect to the control of the hazards. If there should be such extensive archived documentation that the fulfilment of this request should require excessive employment of time then I would be grateful to have the original and the most recent versions of each document. If that should pose too great a burden, or create excessive delay, then, at least in the first instance, I would be grateful to receive the documents required under Regulation 3.1.
As an FOI request, please can you provide me with a list of PHSO managers roles and the pay grade of that role
23/08/2021
As part of a formal complaint I asked for the psychotherapeutic qualifications of a psychiatrist who is a Consultant in a NHS psychotherapy service. In the alleged minutes of an investigatory meeting of the complaint, it was stated that I did not believe that he had any such qualifications. This is a fictional attribution. I was a founder member of the UKCP established to regulate psychotherapy. Am I entitled to make a Freedom of Information Request regarding his qualifications to ensure that he is qualifed by a recognised training.
As the standards of conduct in the Governance Framework also apply to all other members of the PHSO Board, please let me know the equivalent processes and procedures which would apply to those members regarding any evidenced allegations of their failure to comply with any of those standards. You say that the Ombudsman provides information about challenges of the nature I have made to the Audit and Risk Committee and, where appropriate, to PACAC. Please send me, in due course, a copy of the report to the Audit and Risk Committee reporting my 'challenge' and a copy of the minutes detailing the Committee's consideration and decision regarding this. Please confirm that you will do so. Please also confirm that the Ombudsman deems it appropriate to report the matter to PACAC and similarly please confirm that you will send me copies of the documents reporting the matter to PACAC and recording PACAC's consideration and decision in this regard.
30/10/2023
As well as a copy of our ‘Charter of Responses Policy’. This is word specific what she requested. I have never heard of this but if we have one can we send it please.
21/01/2022
At today's PACAC meeting, Ms Amroliwala referred to 'very low severity cases' and your new policy of not looking at these cases. She also said that complainants would be contacted and told that their cases would not be looked at: 1. If you use standard wording to communicate your position to these complainants, please provide a copy of the standard wording that you use. 2. Please provide the date the policy became operative. 3. Please provide the number of complainants you have contacted since the policy became operative telling them that their cases would not be looked at. Specify the number of these cases that related to parliamentary cases, if any. 4. Please provide all recorded information available to assist those who categorise cases as 'low severity'.
07/11/2024
Background: On 09.05.2024 Ms Rebecca Hilsenrath (Ombudsman and Chair) wrote a letter to AJM Healthcare: “I look forward to hearing from you by 6 June to inform me of the steps you will take to review this increase in complaints, your complaints processes, and the support you offer to your customers.” https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/sites/default/files/RH to AJM 090524.pdf&data=05|02|informationrights@ombudsman.org.uk|683ae080b8eb4ba2cc7d08dce9143095|7c88cec864114f329333cf6877fd3515|0|0|638641521531575695|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|40000|||&sdata=wH5fHfoaxnfvvhbihUVqdAYf1v2zKbwD38xqdF6p2c8=&reserved=0 This letter was widely used in the press together, in certain cases, with the misleading insinuation that the NHS WCSs severely lacks Government funding. Obviously, funding is not the problem, because AJM Healthcare report £3m profit for FY2023, pay their private equity backers £2.3m in dividends in FY2023, pay average wages per employee of £35K pa and award a 30% pay rise to the highest paid executive in the year ended 30.04.2023 (see below AJM annual report & accounts). https://eur03.safelinks.protection.outlook.com/?url=https://find-and-update.company-information.service.gov.uk/company/02808028/filing-history&data=05|02|informationrights@ombudsman.org.uk|683ae080b8eb4ba2cc7d08dce9143095|7c88cec864114f329333cf6877fd3515|0|0|638641521531618645|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|40000|||&sdata=QXPPWOxWINj25sCJ/VK2ZK/MweERscZKZPdflUIa3/4=&reserved=0 According to: https://eur03.safelinks.protection.outlook.com/?url=https://www.gov.uk/government/publications/the-nhs-constitution-for-england/the-nhs-constitution-for-england&data=05|02|informationrights@ombudsman.org.uk|683ae080b8eb4ba2cc7d08dce9143095|7c88cec864114f329333cf6877fd3515|0|0|638641521531637552|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|40000|||&sdata=tsbxbg9uYHs3swMxoWGPNLiKeDAImheNmkhLgGx7HLM=&reserved=0 the public has “the right to have any complaint you make about NHS services acknowledged within three working days”, but AJM Healthcare seems to be ignorant of or disregard this right (in the case of my complaint dated 31.05.2024, about out-of-date eligibility criteria for NHS wheelchairs dated June 2016). Please release the following information: 1. Did PHSO receive a response to their letter of 09.05.24 from AJM Healthcare? 2. If so, at what date did AJM respond to the PHSO’s letter? 3. Can the PHSO kindly make public AJM’s reply in response to this FOI request? 4. In the event that PHSO is unable to publish AJM’s response to their letter, please release at least the reasons given by AJM for the dramatic increase in the number of complaints escalated to PHSO. 5. Is PHSO undertaking any measures to encourage AJM to improve their State-funded community services (turnover £27m in FY2023)? 6. Did AJM use the excuse of underfunding by the Government to explain the increase in complaints about poor NHS WCS service? 7. Is it important for PHSO that complaints are acknowledged within three (3) working days, as per The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, or is this deemed irrelevant by PHSO?
Between 21/11/2016 - 24/2/2021 Please also state what disability discrimination complaints were raised against males specifically.
25/07/2023
Can I please do a freedom of information regarding the statistics of how many cases are brought to you threw local mps with complaints about the child maintenance service in the full years 2021/ 2022 and so far this year 2023. Also what is most commonly found in past cases 2012 - curent
18/05/2023
Can I please request the following information under the Freedom of Information Act. 1) Any correspondence between the Parliamentary and Health Service Ombudsman and University Hospitals Birmingham dated between March 2022 and March 2023 (or the latest available date). Please include emails, letters, minutes from meetings, and all other forms of correspondence (written and electronic) that fall under the FOIA. 2) Any correspondence between the Parliamentary and Health Service Ombudsman and Birmingham and Solihull ICB dated between March 2022 and March 2023 (or the latest available date). Please include emails, letters, minutes from meetings, and all other forms of correspondence (written and electronic) that fall under the FOIA. 3) Any correspondence between the Parliamentary and Health Service Ombudsman and NHS England regarding University Hospitals Birmingham (please use ‘University Hospitals Birmingham’ as a search term) dated between March 2022 and March 2023 (or the latest available date). Please include emails, letters, minutes from meetings, and all other forms of correspondence (written and electronic) that fall under the FOIA. If you are encountering practical difficulties complying with this request, please contact me as soon as possible (in line with your Section 16 duty to advise and assist requesters) so that we can discuss the matter, and if necessary, I can modify the request. If any redactions are needed, please state under what exemption/s. Redactions should not be included as part of the estimated costs/time.
13/11/2023
Can the two bodies please supply data on how many complaints are actually upheld, and what you do when they are upheld. To The PHSO Can you please supply a postal address, as I can’t seem to locate one in any correspondence
Can you advise how long you hold my complaints, concerns and emails and any other data including your decisions and responses to me before deleting them in terms of years and months? I want all departments and functions to destroy all data received and sent to me not matter what it relates to. CMS ref: C-2112307, C-2110021, C-2103707
24/06/2024
Can you clarify the criteria used to determine whether a complaint warrants formal investigation at step three of the process?
Can you confirm the total number of cases where [Detail redacted] (consultant obstetrician & gynaecologist at the [Detail redacted]) has advised the ombudsman on? For the avoidance of doubt I am not request case details nor any other personal details relating to these cases, just the total number of cases he has been an advisory on. What was the date of the last time that [Detail redacted] was an advisor to the ombudsman. If you are unable to give a specific date then month and year would be acceptable.
05/07/2024
Can you please advise whether there is an appeal process to the outcome? ? Also if you can tell me whether I am at liberty to pursue civil proceedings now that I have, in my view, unsatisfactorily pursued your process?
18/03/2024
Can you please send any the outcome of this claim and decision made with any recompense made. Any findings and any other documents relating to the decision you are able to send. If no decision is made can you please state the status of this claim and if still outstanding. Case details Redacted”
16/08/2024
Can you please send me a copy of your service standards
07/07/2023
Can you please supply me with your policies for accommodating with people with disabilities, as per the Equality Act 2010
06/07/2023
Can you provide me with details of when PHSO became a member of the International Ombudsman Institute? Can you provide a yearly breakdown of time spent by Ombudsman Rob Behrens on work connected with the Internation Ombudsman Institute? That would include visits abroad, hosting guests, video-conferences etc. A breakdown by year would be helpful for the full term of membership.
15/02/2023
Can you tell me what proportion of the highest paid 10% of people on your payroll are from BAME backgrounds? Furthermore, what proportion are women?
22/05/2023
Confidential Waste Destruction Contract The details I require are: • Has confidential waste been procured via tender or framework or another means? • If a framework, could you confirm the name of the framework please? • Actual contract values of each framework/contract (& any sub lots) • Start date & duration of contract • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the procurement officer responsible for this contract and could you provide their email address and phone number please? Who is the senior officer (outside of procurement) responsible for this contract and could you provide their email address and phone number please? • Who is the current supplier? • If your current supplier is a Facilities Management/Waste/Cleaning Company, which sub-contractor services your organisation? E.g., which company’s staff actually collect your confidential waste?
20/12/2023
continuing care qmc and myself would like to ask four questions 1 Has Mr (redacted) ever dealt with an fast track. end of life case as an ombudsman. 2 Is it normal practice for an ombudsman to bring in a clinical lead who just had general knowledge when there are organisations who would certainly have the expert knowledge 3 When getting this complaint last September why did Mr (redacted) decided not to do anything with this complaint until l rang several times why did he bother if he didn’t want to take it. 4 Are all reports done by the ombudsman cold deliberately mocking other agencies...is it the normal process or was it just our report
11/11/2024
Could I also have a copy of any policies relating to data breach’s involving employee personal records.
14/09/2023
Could I get a freedom of information request concerning reporting of crimes to Durham Constabulary. I would like every suspected crime that I have reported in five years. Requested from Durham Constabulary in May. No response to date and I believe they are over the time scopes of 30 days. Requested from EE in June, again received nothing, I requested all details of contact with Ee over contract period.
22/03/2024
Could I please have a copy of your most recent Organisation Chart and list Current/ future Projects and associated timelines for your digital, data, technology, HR or Project Team?
08/10/2021
Could I please have information on Mid Essex CCG. Can you please tell over the last 10 years the complaint you have received for this NHS organisation and the outcomes.
Could we have information on the following please: • Have you had deaf clients? How many? • What is the feedback regarding accessibility from PHSO by the clients? • What methods of reasonable adjustments were made to meet the client's needs? • What is the feedback regarding the handling of their cases? I am interested in statistics regarding how you have helped deaf people and how have you made your service accessible to them
30/04/2024
Could you clarify where your in house legal department is located then please?
Could you kindly share with me your knowledge and experience of investigating discrimination and human rights complaints? Have you for example, undertaken any equalities training or Human rights trainings?
28/02/2023
Could you please as a matter of urgency advise me of the following. The MP with responsibility of the overseeing of your department and work. The Senior Civil Servant / Manager who works at PHSO.
06/04/2022
Could you please consider the request below as a Freedom of Information request in relation to data for Nottingham University Hospitals NHS Trust (NUH). Number of contacts to the PHSO for the annual years 18/19, 19/20, 20/21, 21/22 Number of investigations taken up by the PHSO for the annual years 18/19, 19/20, 20/21, 21/22 Upheld PHSO cases, broken down into fully or partially upheld for the annual years 18/19, 19/20, 20/21, 21/22
04/04/2023
Could you please consider the request below as a Freedom of Information request in relation to data for Nottingham University Hospitals NHS Trust (NUH). Number of contacts to the PHSO for the annual years 19/20, 20/21, 21/22, 22/23 Number of investigations taken up by the PHSO for the annual years 19/20, 20/21, 21/22, 22/23 Upheld PHSO cases, broken down into fully or partially upheld for the annual years 19/20, 20/21, 21/22, 22/23
Could you please provide details of the PHSO review process following statements and decisions? Could you please provide details of the Assurance Team and what their remit is within the PHSO? What is the RAFT team and can I be provided details of the Team and what is their remit within the PHSO?
17/11/2022
Could you please provide mw with up to date names, job titles and email addresses for your Senior IT staff, such as; Chief Information Officer Chief Digital Officer Chief Technology Officer Head of Digital Transformation Director of IT / ICT / IM&T / Digital / Information / Technology Head of IT / ICT / IM&T / Digital / Information / Technology IT / ICT / IM&T / Digital / Information / Technology Manager Chief / Deputy Operating Officer Head / Director of Cyber Security ICT Project Manager ICT Programme Manager Network Manager / Head / Director ICT Infrastructure ICT Business Manager Head of IT Procurement ICT Officer ICT Network Officer
15/04/2024
Could you please provide the data in a spreadsheet? The PDF files do not extract into a spreadsheet, so that the data may be analysed. In addition, the MP’s are listed in first name order. It would help if the spreadsheet had separate columns for first name, surname and number of submissions. If you are able to add a column for constituency, that would be helpful, As a separate Request, can you please state how many total complaints were submitted in each year in respect firstly relating to the NHS, and secondly relating to “WASPI” women? That will allow a calculation of how many related to other issues.
08/04/2022
Could you tell me: 1) How many 'Intake' caseworkers are employed by the PHSO for dealing with 'parliamentary' cases? 2) How many caseworkers are employed by the PHSO for dealing with 'parliamentary' cases 3) How many senior caseworkers are employed by the PHSO for dealing with 'parliamentary' cases? 4) How many 'intake' caseworkers are employed by the PHSO for dealing with 'NHS' cases? 5) How many caseworkers are employed by the PHSO for dealing with 'NHS' cases? 6) How many senior caseworkers are employed by the PHSO for dealing with 'NHS' cases? In the last 3 years, how many case investigations - from the time a caseworker has been assigned to a case till the caseworker's sends their report and decision -- have been completed in a period of 7 weeks or less? How many of the activities/ areas of responsibility of the PHSO are handled by outsourcing organisations, and what are those activities and what is the name of the outsourcing company?
17/06/2024
Could you therefore provide me with with the information below please: 1. data/statistics on the number of complaints raised with DWP and subsequently escalated at each stage and finally to you; and 2. in relation to these figures could you indicate the number or percentage that are upheld at each stage and also at each stage the total and average level of compensation.
13/03/2024
Dear information officer request for Windrush cases for the past 12 months Data. How many. 1 cases decisions revoke 2.upheld
Dear Information Rights, I am sorry I should have been more clear about my request I request did you recieve at any time any complaints concerning Cygnet hospital. Dunmore PICU in 2017. Not was complaint made in 2017 but was complaints made about duns more PICU for time period 2017. If so how many complaints have been made? Also were any complaints made re same place up to 2019 thankyou
24/08/2021
Dear Office of the Ombudsman, Under the Freedom of Information Act, please could I request the following information: 1) Please advise what technologies (including version) you use for: Name of technology Version used HR Payroll L&D Finance Procurement Contact Centre
18/01/2023
Dear Parliamentary and Health Service Ombudsman, 'Carer underpaid by £250K after CCG failed to provide correct care funding' https://www.ombudsman.org.uk/news-and-blog/news/carer-underpaid-ps250k-after-ccg-failed-provide-correct-care-funding I have read the full investigation report, and it appears that the figure of £250K is wrong by a factor of 10: https://www.ombudsman.org.uk/publications/continuing-healthcare-investigation-hounslow-clinical-commissioning-group 1. Can you confirm that the figure is correct? NHS North West London Integrated Care Board (Ref: ICB22-140) wrote: 'The PHSO Final Report is dated 29.10.2021 and the recommendation for redress of the carer is the fourth and final action required at the very end of the report (Page 35.)' https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_914177_response_2178145_attach_3_FOI-2520ICB22-2520140-2520NHS-2520NW-2520London-2520s-2520response.pdf-3Fcookie-5Fpassthrough-3D1&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=ODyxfehn3Ih_gqOzdBWhhvvBzQNPUqfMlK_bkmjuS9U&s=yAapxsISi6Rvfimums8tTGlFfrHLkbFItTGUiqoe4qo&e= Your full investigation report has only 29 pages and was published on 25/10/22. 2. Please send me a copy of the Final Report dated 29/10/22.
14/03/2023
Dear Parliamentary and Health Service Ombudsman, Approved Minutes of the Board Open Session meeting held on 28 September 2022 at Citygate, Manchester '20.2 Members discussed the current underspend on both Capital and Resources and noted that significant further expenditure on recruitment and the outsourcing of some casework would reduce the underspend.' https://www.ombudsman.org.uk/sites/default/files/Approved Minutes - Board Open Session-28 September 2022.pdf 1. Please provide the names of all organisations/bodies you have outsourced casework to and details of your rationale for outsourcing casework. 2. Please provide the amount of money the outsourced casework referred to in the minutes has reduced your underspend by. 3. Please provide information on the amount of casework you have outsourced to date. 4. Please provide the total amount of the underspend referred to in the minutes.
Dear Parliamentary and Health Service Ombudsman, Of the 19,475 NHS complaints you received in 202/21, 471 were 'accepted for detailed investigation'. I understand that it is on the figure of 471 that you calculate: i. 'Uphold rate (upheld or partly upheld)' of 56%; and ii. 'Uphold rate (only upholds)' of 14%. 'NHS Organisations Tables 2020/21' https://www.ombudsman.org.uk/publication... I am confused. 'Take, for example, the first row 'Ambulance Trust' (A4). 'Complaints accepted for investigation' – 9 'Detailed investigations fully upheld' - 1 'Detailed investigations partly upheld' – 5 Detailed investigations not upheld' – 7 'Detailed investigations resolved with the agreement of the complainant' – 0 'Detailed investigations discontinued' – 0 'Uphold rate (only upholds)' – 8% Uphold rate (upheld or partly upheld) – 46% 9 complaints were accepted for investigation, but the numbers 1, 5 and 7 add up to 13. 1. Please provide information on how you calculate your 'Uphold rate (only upholds)' and your 'Uphold rate (upheld or partly upheld)'. 2. Can you confirm that the 'partly upheld' rate is the 'Uphold rate (only upholds)' subtracted from the 'Uphold rate (upheld or partly upheld)' rate?
Dear Parliamentary and Health Service Ombudsman, I hear the ICO can refuse a FOI request by using the s50 exemption and the only way to appeal is to PHSO. 1) How many appeals or complaints of this nature were received by PHSO in 2023? 2) How many of these were recorded as upheld? 3) What action is taken for those upheld (such as does PHSO instruct ICO to give a proper response)?
Dear Parliamentary and Health Service Ombudsman, I live in the Stroud CLP postcode GL5 1BG my MP is Sibohan Ballie. Three weeks ago I contacted my MP about an issue concerning Ofsted and their impact on my employment. Siobhan Ballie did not acknowledge receipt of this request let alone respond. Last week on the 08/02/22. I followed up my request and, asking if my initial request had been received. This follow up was also completed via the contact your MP facility. Similarly there has been no communication from the MP to myself. Thank you for your help in this matter
29/10/2021
Dear Public Health Ombudsman Your first principal is listed as’ getting it right’. This seems a given for a body overseeing fairness. It is not a difficult principal to understand. Please inform me how the recent appointment of Rebecca Hilsenrath is ’right’, given that she has very recently resigned from three high profile public roles? The resignations follow publication of her travel from Hertfordshire to Wales and subsequent movements during two government lockdowns. These actions broke lockdown rules of which she apparently was not aware. How can this behaviour adhere to your principals?
22/07/2024
Did any PHSO staff member at any time report to any other PHSO staff member the fact that I had made allegations of maladministration against Ms Hilsenrath as part of my 2 or 3 November 2020 complaint? On or about 9 November 2020 it was given the reference number ( redacted ) The main reference number, as of 21 June 2022, was ( Redacted ) It was allocated to ( Redacted) (Redacted) on or about 2 July 2021 and she issued her adjudication on 26 July 2022. This question potentially involves Rob Behrens, Rebecca Hilsenrath, ( Redacted ) but I suggest you also check whether anyone else in the Intake Team or in the Ombudsman Assurance Team took this action. If it is the case that one or more individuals did report this fact to another staff member, I would like to know to whom the report was made, when it was made and by what means it was done. I would also like to be provided with copies of any relevant emails, telephone attendance notes, manuscript notes and/or any other material evidencing a relevant communication and, if applicable, any reply that was received. Finally I would like to see any working notes made on the paper files, whether in the form of manuscript notes on other documents or in the form of primary "notes to self" by any of the staff mentioned above, mentioning or referring to Ms Hilsenrath and/or the roles of Director of Strategy and Communications and/or CEO.
08/02/2023
Do we have a policy about how to deal with members of the public, in particular disabled people? Do we have a service complaints policy? Who created the PHSO? Where does funding come from?
Do you hold stats, between 2018 and 2022, for ages relating to upheld complaints about the NHS, where: a) The complainant is aged 65 years or more, and is complaining on behalf of him or herself? b) The person on whose behalf the complaint has been submitted (irrespective of the age of the person doing so, and therefore, themselves, any age) is aged 65 years or more?
do you still hold figures on the amount of complaints heard by yourselves in relation to LRPs and IRPs? I have lodged a similar FOI with BCCG below. Ideally, I would like the 2017-2023 figures for complaints and outcomes about Clinical Commissioning Groups in England. You already have some data on your site - Complaints to the Parliamentary and Health Service Ombudsman, 2019-20 and 2020-21 | Parliamentary and Health Service Ombudsman (PHSO) – though I can’t find any for Bromley CCG for the two published years although I may be reading the data wrong? Local resolution Panel - LRP Independent Review Panel - IRP
01/09/2022
Does PHSO have a duty to respond to correspondence that is not vexatious or frivolous? Under what circumstances can a PHSO department refuse to respond to correspondence? If correspondence is not to be responded to, does he PHSO department have a duty to explain the reason? If the refusal is unreasonable, with whom can the objection be raised? Should every relevant issue that is raised in correspondence be investigated and responded to? Should every relevant issue that is raised in a new complaint be investigated and responded to? Is the failure to respond to/acknowledge correspondence about a relevant issue an act of maladministration? Is the failure to give reasons for non-response/acknowledgement of correspondence about a relevant issue an act of maladministration? Provide a copy or link to any relevant policy documents. Should a diagnosis follow a logical and holistic investigation, which considers all empirical and relevant circumstantial evidence? How many correspondents, last financial year, have not be formally not responded to?
Does the Parliamentary and Health Ombudsman have the power to award financial compensation to a claimant if you find the organisation in question acted wrongly?
12/09/2023
Does the Parliamentary Ombudsman- 1) Only believe members of the public grieve only at the death of male close family members and not for close female members? 2) Only believe that members of his own staff suffer discrimination, harassment and victimisation under the Equality Act which should be considered and not members of the public, so these acts against the Equality Act should not be given consideration when they happen to members of the public? 3) Only believe that members of his own staff should be given consideration if they suffer/have suffered all forms of abuse(financial, physical, psychological and emotional), including coercive control, however no consideration when this happens to members of the public? 4) Not accept as shown by so many studies that the grief from death by suicide is greater than just a natural or accidental death? 5) Not accept as shown by so many studies that the grief from death of a child is greater for a parent than the death of other adult relatives? 6) Not accept as shown by studies that the grief from death of a second child is greater for a parent than the death of only one child, especially if the deaths do not occur from the same accident or illness? 7) Not accept that anyone, including members of the public, can suffer detriment to their well being/health and psychological stress, if they suffer from financial, physical, psychological and emotional abuse, including coercive control, discrimination, victimisation and harassment, including large operations for suspected cancer, debilitating illnesses like shingles, poor mental health, especially if support is not available/given from Adult Services or the police to stop the abuse and harassment? 8) Not accept as shown by many studies that the grief from a death of a close relative, for whom you were a carer for, under the Care Act, especially if you were doing 5 hours per day caring can make grief more complicated? 9) Not accept as stated by Cruse the charity that the following can all make grief more complicated and prolonged- • How the person died: If the person died in a sudden or traumatic way this can affect the grieving process. • Your relationship with the person who died: If you were cut off from the person who died or you had fallen out recently, this might make grieving more difficult. • Family conflicts: Any existing family conflict can make things difficult. If you had difficult relationships with parents or carers when you were young that can also have an effect. • Loss of a child: If your child has died you may be more likely to experience complicated or prolonged grief. • Previous bereavements and other losses: If you’ve experienced other deaths in your past, particularly at an early age, this can make complicated grief more likely. Some people can experience grief overload, from multiple bereavements or from other losses, eg of home or job, or through divorce. • Mental health conditions: If you have an existing mental health condition then this can make the grieving process more difficult.
11/10/2022
Does the PHSO support a patient's right to make a decision about their own medical care? That is, in the event of a surgical procedure, may a patient accept the aspects of the procedure with which they agree, are comfortable to accept, and view as useful; while, at the same time, decline aspects of the procedure with which they do not agree, are uncomfortable about in terms of the point of the procedure, and do not view as useful? This all being considered in the light of the unacceptable aspects (from a patient's point of view) not affecting the overall procedure or its outcome.
Due to the decision to stop investigating complaints about the NHS and subsequent delays how many complainants have died whilst waiting for their complaint to be investigated?* How many of the deaths were suicide?
21/12/2023
Due to the numerous changes to the above organisations since that time and due to the current backlog of cases, I would like to make an FOI request covering the following:. 1) How many complaints have you received about REMO and HMTCS since 2010? 2) How many were resolved in the applicants favour? 3) How many were not resolved in the applicants favour? 4) Which countries were involved? 5) What was the nature of the complaint?
30/12/2022
During the course of its handling of a dispute the PHSO legal team wrote concerning Alternative Dispute Resolution : that although "not considered appropriate at this time it will be kept under review". I now require to know the following : 1. What was the nature of the ADR envisioned and what was the reason it was deemed to be inappropriate. 2. Why has that decision not been reviewed and ADR provided so that court action might be avoided. 3. Why has the Pre-Action Conduct Protocol not been complied with. 4. Why have each of the following responsible persons failed in their respective duties to respond to correspondence concerning (inter-alia) the above issues :
During the months of October to December 2022 inclusive (e. g. 3 months), please can the Parliamentary and Health Service Ombudsman (PHSO) confirm how many complaints did the PHSO receive relating to the National Health Service (NHS) and what percentage of all complaints received by the PHSO during this period were NHS-specific complaints? In addition, how many and what percentage of all NHS-specific complaints received by the PHSO during this period related to “poor communication” either given to / received by carers and/or patients and please can the PHSO also confirm if “poor communication-related” NHS complaints are further sub-categorised into sub-sections like “poor communication relating to care of patient” or “poor communication relating to ongoing treatment” or “poor communication whilst a patient was in hospital” etc.? • If the PHSO does further sub-categorise this type of specific complaint then please can the PHSO confirm what are the 3 most common types of specific NHS-related “poor communication” complaints received by the PHSO and what percentage are each of these types of specific NHS-related “poor communication” complaints in relation to all NHS-related “poor communication” complaints?
29/09/2022
DVLA Complaint Information for the last financial year, complaint outcome’s, number of actual complaints investigated/ dealt with and number of complaints not taken forward please.
28/04/2023
Everything is in relation to the last 5 years. 1 how many individual funding requests complaints received. 2 how many were In regards to plastic surgery request 3 how many funding requests were on the grounds of Exceptional circumstances. From the above how many of these complaints were upheld. Please advise on complaints for breast ehanment or rudution a again advise total upheld and what ground. Did receive a camplaint about a thigh lift operation I on both criteria again figures please. Any complaints ref thigh surgery. On the grounds of physical or severe mental distress.
10/09/2024
Extraction retraction orthodontics involves the removal of premolar teeth in teenagers in preparation for braces. The effect of this is to stunt jaw growth, causing the face to literally crash back, narrowing the airway and causing further complications such as sleep apnea. This is a practice that has been going on for decades in the NHS and still continues. Are you aware of this practice and that it has caused injury to many people who have had premolar tooth extractions? Have you ever looking into this as an issue?
FOI request complaints received about University Hospitals Birmingham NHS Foundation Trust and related matters Please disclose: 1) Data in spreadsheet form for the years 2019/20 2020/21 2021/22 2022/23 YTD featuring: - The number of complaints received by PHSO about University Hospitals Birmingham NHS Foundation Trust (UHB) - The outcomes of these complaints in terms of the PHSO's process - upheld/partly upheld, not upheld or "other". Please disclose also: - whether or not PHSO has produced any thematic reviews, reports or analyses based on complaints received about UHB since 1 April 2019 - Any thematic reviews, reports or analyses based on complaints received about UHB since 1 April 2019 2) Please disclose spreadsheet data on the numbers of complaints received and their outcomes, for the following two trusts, over the same periods as above: Manchester University NHS Foundation Trust Guys and St Thomas' NHS Foundation Trust 3) Please disclose the date on which PHSO triggered the emerging concerns protocol about University Hospitals Birmingham NHS Foundation Trust in 2022. What parties besides NHS England were copied into PHSO's triggering correspondence? Was a risk summit or equivalent meeting(s) held between agencies as a result of the protocol being triggered, and if so, on what dates did the meeting(s) take place? Please disclose a copy of the PHSO correspondence triggering the emerging concerns protocol, redacted if necessary, but at least displaying the circulation list and any broad summary of key, serious concerns. 4) On BBC Newsnight 14 March 2023 the Ombudsman appeared to suggest that regulators had been excluded from giving evidence to the reviews on UHB. He stated: "Well, it’s a serious issue for a patient safety organisation not to want to involve Ombudsmen, leaders and regulators in giving evidence to try and address the operational that have caused the inquiry to be commissioned." Which regulators was he referring to and upon what evidence was this contention based?
07/10/2024
FOI request re the number of complaints made annually about this Trust to us from 2021 to now. What the complaint themes were and % of complaints that were upheld or not.
19/10/2023
FOIA Request Question 1- PSHO is a Public Body directly accountable to Parliament, even so as these are PSHO “Principles,” is it correct that everyone working at PSHO should follow “the Seven Principles of Public Life as set out by the Committee on Standards in Public Life, the British and Irish Ombudsman Association’s Guide to principles of good complaint handling, the values and behaviours in the Civil Service Code and the principles and values in the NHS Constitution” please? If this is not correct, please send me the policies/protocols changing the content of PSHO website on this matter? FOIA Request Question 2- Please supply me the PHSO copies of the standards, principles, behaviours and values given to PHSO staff to follow when they commence with PHSO? FOIA Request Question 3- PHSO is ultimately responsible to Parliament for their independence, effectiveness and efficiency, please forward me the policies and protocols supplying guidance for employees on how PSHO staff should deal with members of the public to ensure that PSHO staff are ‘effective’ and “efficient” please? FOIA Request Question 4- In your reply, you have stated “I am satisfied that our Caseworker is attempting to show empathy for your complaint.” Please supply me the PHSO copies of the policies, guidelines, legislation and/or protocols stating that caseworkers are a) meant to be offering empathy and in what circumstances, b) when this empathy is meant to be offered when a complaint has not gone to investigation and is just not to be considered as PHSO has stated it is “Out of Time”, c) when empathy should be given, rather than just “attempting to show empathy” for a complaint, d) the schedule of training that PHSO caseworkers undergo so they can show empathy for complaints from a member of the public, before it has even gone to investigation as the complaint is deemed “Out of Time”, e) please send me a copy of the PHSO policies, guidelines, legislation and/or protocols stating how a PHSO Case Officer is meant to show empathy for a “complaint”, rather than to a complainant and when a Case Officer is meant to show empathy to a complainant, when complainants want just want their complaints investigated, f) One of the Seven Principles of Public Life is “objectivity”, so please forward a copy of the PHSO policies, guidelines, legislation and/or protocols stating when PHSO Case Officers can be “subjective”, not “objective”, in cases which have never been investigated by PHSO and when PHSO can go against government bodies like the OPG/MOJ which did investigate, however could not identify one instance of when a member of the public did act in a way in which the member of the public’s father’s best interests would not be met, as any ensuing court case would have to contain such a fact under the MCA, under which a government body operates, g) Please forward a copy of the PHSO policies, guidelines, legislation and/or protocols stating when PHSO Case Officers and other staff members of PHSO can disregard the legal decisions of the OPG/MOJ/CoP, after investigation, which were put before a Senior Judge after going through legal process/procedure as “opinions”, not fact? FOIA Request Question 5-Please supply me the PHSO copies of the policies, guidelines, legislation and/or protocols stating in what circumstance and at what times that caseworkers and their managers do not have to follow the PHSO “Principles of Good Complaint Handling”? FOIA Request Question 6—PHSO is a Public Body that was set up by and directly accountable to Parliament. Parliament appoints the Parliamentary and Health Service Ombudsman, at present Rob Behrens. Any designated Caseworker and hence also their manager works under the Ombudsman’s delegated authority. Please supply me the PHSO copies of the policies, guidelines, legislation and/or protocols a) showing the details of the “delegated authority” that the Ombudsman gives to caseworker and their managers, b) which state in what circumstance and at what times that caseworkers and/or their managers do not have to carry out the wishes of the Ombudsman, c) when and why case managers do not have to follow the content of the PHSO website, d) which state in what circumstance and at what times that caseworkers and/or their managers can decide to make their own decisions/take actions not line with the PHSO “Principles of Good Complaint Handling”, “the Seven Principles of Public Life as set out by the Committee on Standards in Public Life, the British and Irish Ombudsman Association’s Guide to principles of good complaint handling, the values and behaviours in the Civil Service Code”, e) which lead PHSO caseworkers and/or their managers to decide that Rob Behrens the Ombudsman and his Board do not wish PHSO staff at certain times not to follow the PHSO “Principles of Good Complaint Handling”, “the Seven Principles of Public Life as set out by the Committee on Standards in Public Life, the British and Irish Ombudsman Association’s Guide to principles of good complaint handling, the values and behaviours in the Civil Service Code”?
02/08/2024
Following the media coverage today, 26th July 2024 that the Care Quality Commission is not fit for purpose (Wes Streeting, Health Secretary), I wish to make a Freedom of Information Request concerning my complaint handler. • How many years has she had in her role, post probation training? • What training did she undertake to make her suitable and competent for handling neurosurgical cases? • What refresher training has she undertaken? • What is her experience in handling complex neurosurgical cases? • What mental health training has she undertaken to enable her to recognise when a neurosurgical case complaint involves a brain injury such as Complex PTSD? • Has she ever communicated with neurosurgical clinical staff in an actual neurosurgical hospital department, face-to-face or by phone? Has she done this on her own? • Has she ever visited a hospital in real life?
23/02/2023
For completeness & to confirm my observations that the PHSO is not fit for purpose, I also wish to make a Freedom of Information Request, FOI. I require details of "How many complaints have been made to the PHSO in the last 5 years". Also "how many of these complaints were fully upheld".
for copy of all of your phso's relevant process & procedures for Quality Assurance, Audits, Reviews and investigations into putting right alleged past missed judgements
18/08/2022
For each category of staff what was the total staff cost for each of the last 4 years requested clarification of the phrase "category of staff" below is the response. Use whatever classification is easiest for you providing you include everybody including employed, self employed, volunteers etc.
For each of the last 24 months what percentage of your staff have been working from home for each of the groups that you use to define your employees For each of the last 5 years, where there has been a financial settlement in compensation, please list the number of awards by value in each category that you have available eg - up to £ 1000 - £ 1000 to £2500 - £ 2500 to £5000 - £ 5000 to £ 7500 - £ 7500 to £ 10000 - above 10000 My request obviously applies to compensation paid on behalf of medical claims settled under the severity of injustice scheme
25/03/2022
For each of the last 4 years the number of complaints received relating to Guys Hospital “1. For each of the last 4 years the number of complaints received relating to a Hospital 2.For each of the cases referred to in 1 the number that were investigated and the average time it took to start the investigation and complete the investigation 3. For those investigated the number that were rejected and the number that produced a positive outcome for the complainant by year 4.Using your own statistics provide for each year the breakdown of type of complaint.” For Question 4 I left it up to you to provide the stats you already hold so I reject your claim for exclusion under section12(1)
04/08/2022
For each of the last 5 years how many applications have been discontinued by the PHSO due to the unacceptable behaviour by the applicant and please quantify the reason given eg lying, fowl language, failure to respond duplicate claims etc
13/09/2023
For each of the last five financial years, please provide your complaint outcome statistics - complaints received, upheld, partly upheld and not upheld - relating to complaints from people whose babies died or suffered harm at the following three NHS hospital trusts: Shrewsbury and Telford, East Kent, Nottingham I wish to revise my request by limiting it to 'Complaints accepted for Detailed investigation'. Please also provide the total number of complaints received for each Trust.
31/08/2023
For each of the last five financial years, please provide your complaint outcome statistics - complaints received, upheld, partly upheld and not upheld - relating to complaints from people whose babies died or suffered harm at the following three NHS hospital trusts: Shrewsbury and Telford East Kent Nottingham
25/03/2024
For each of the years from 2019 to 2023, how many complaints were received by the PHSO in relation to the Care Quality Commission and how many of those were investigated.
01/10/2021
For the avoidance of doubt I will complete and submit the review form which I am yet to open and read; however in the meantime the PHSO are to provide me with a copy of the document or documents which set out the procedure and grounds on which a review can be sought and I will need that information before I can proceed to complete and submit the review form.
For the avoidance of doubt, I have obtained legal advice on my concerns. As such, I ask that copies of the below are provided: - Service Model Guidance (as referenced in your last paragraph) - Complaints Procedure (please note: this is not how a complaint is handled by the Ombudsman. I require the process of how a complaint against the Ombudsman service is handled).
13/09/2022
For the last 4 years please itemise the total compensation paid on behalf of medical claims
13/07/2022
For the most recent year could you provide the following; • The amount of cases which were upheld or partially upheld by the Parliamentary and health service ombudsman after complaints to the Child Maintenance Service and the Independent Case Examiner were not upheld. So my question really is what proportion of cases are upheld by the Parliamentary and health service ombudsman when they have not been upheld by the CMS and then ICE.
21/06/2024
For the period Thursday 23 May 2019 to Thursday 23 May a. A list of the number of complaints received by the PHSO over this period b. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation c. A list of the number of complaints received by the PHSO over this period and which then progressed to Judicial review d. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation and were refused by the PHSO citing Parliamentary Commissioner Act 1967 e. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation and were refused by the PHSO citing Parliamentary Commissioner Act 1967 and specifically stating section 5 (5) f. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation and were refused by the PHSO citing Parliamentary Commissioner Act 1967 and specifically stating section 5 (5) which were progressed to Judicial Review 3. For the period Thursday 21 August 2023 to Thursday 23 May a. Copies of all senior management and PHSO board documents (including reports and board minutes) which refer to the complaint by Mr Juraid Anwer b. Copies of all documents sent and received between the HMCTS (His Majesty’s Court and tribunal Service) and the PHSO c. Copies of all documents sent and received between the PACAC (Public Administration and Constitutional Affairs Committee) and the PHSO d. Copies of all documents sent and received between any external third party and the PHSO e. A list of the number of staff employed by the PHSO f. A list of the number of legal staff (including in-house solicitors) employed by the PHSO g. A copy of the PHSO staff handbook (if this exists of has another name) setting out policies and procedures as working practices to be conducted by PHSO employees h. A list of training courses (internal and external) available to PHSO employees
For the years in columns B-I could you please provide information on "healthcare complaints" made by individuals held in the Immigration Removal Estate.* 1) How many complaints regarding healthcare where referred to the PHSO, following an investigation by the healthcare provider. i.e. where the detainee was not statisfied by the response of the healthcare provider. 2) How many of these complaints were upheld by the PHSO? * Immigration removal estate includes immigration removal centres (IRCs), contracted short-term holding facilities (STHF) (Home Office supplier operated); including holding rooms and residential short-term holding facilities, pre-departure accommodation (PDA) and during escort. "Healthcare complaint" is classed as any expression of dissatisfaction about any NHS commissioned service in the IRC estate or about the attitude, behaviour or conduct of healthcare staff working in those establishments. See Home Office Guidance on Handling Complaints - https://www.gov.uk/government/publications/handling-complaints-in-immigration-removal-centres/accessible#healthcare-complaints-england
20/09/2022
For what reason did the Parliamentary Health Service Ombudsman (PHSO) keep the Stage 2 Report in respect of maladministration suffered by 50s born women confidential from the majority of victims? This request does not include confidentiality in respect of the names of the six, that is a given, it relates solely to the report itself.
Forgive me reaching out to you, but one of your colleagues suggested that I needed to contact the information rights team about concerns I had to do with public policy, and that outside of a specific case, the RaFT team could not assist, nor could the PHSO casework teams. Specifically, I'd like to ask for information (and raise concerns) about the PHSO's use of its unreasonable behaviour policy and request information regarding conflicts of interest: 1. Does the PHSO follow any conflicts of interest policy or guidelines? If so, could it be provided, and if not what mechanisms are in place to prevent conflicts of interest at the PHSO? 2. With respect to the PHSO unreasonable behaviour policy, I note that the right to appeal requires an individual who has been banned from contacting the PHSO to contact the PHSO. How can an individual who is not allowed to contact the PHSO - and is respecting that restriction - contact the PHSO to request a review? 3. From my reading of the PHSO’s unreasonable behaviour policy, I had understood that its intention is to “rectify the situation” and “modify” “future interactions”. As such, it doesn’t seem to me that subsequently and repeatedly punishing individuals for past behaviour (for conduct that took place prior to a ban on contact that has been lifted), by using it to issue a future threat, would be in line with those aims. Is that correct? Which is to say that a threat from the PHSO to someone effectively saying "you were banned in the past because of things you said, and we will ban you again in the future because of those same things you said in the past" would be in line with the policy, especially after that individual served a ban from contact that was lifted. Is that right? Similarly, in terms of rectifying conduct, if a threat is issued saying 'no matter how you speak to us in the future, we will still never respond to you again' would also not be in line with the policy, would it?
28/03/2024
FREEDOM OF INFORMATION ACT REQUEST 2000 1. Please provide a copy of your published information in relation to your time scale for accepting complainants. Do not direct me to your website. 2. For the past 6 years, please provide the following information: 3. The number of complaints you have received about HMCTS and name the respective Courts. 4. What is your timescale for accepting complaints. 5. Please provide the number of complaints you have accepted outside of your timescale for referral of complaints to MPs. 6. Please provide the number of months, years outside of your timescale you accepted the above complaints. 7. Please provide the reasons for accepting all the complaints outside of your timescales 8. Please provide the organisations (to include HMCTS and the above Courts) you have allowed extension of your timescale for complaints to be investigated and why 9. Please provide the number of complainants who have complained about your service. 10. Of the above complainants, (at question 9) please state the number of subsequent complaints you have upheld, disallowed, refused to accept and the reasons for your decisions. 11. Did any complainants (where you have refused their complaints) subsequently refer any further complaints to the Ombudsman, of so, what were the outcomes of these complaints. 12. In relation to question 11, please provide the numbers that were refused, accepted and why. 13. For all the above questions, please provide the age, race, sex, disability of the above complainants.
27/07/2022
Freedom of Information Questions 1] Please state the effective date (day and month) of your organisation’s 2022 pay review. 2] If the 2022 pay review has yet to be finalised please state the month in which you anticipate it will be concluded. 3] Please state the employee group/s covered by the 2022 pay review. 4] Please state the total number of employees covered by the 2022 pay review. 5] Please provide a copy of your 2022 pay agreement (if applicable) or generic pay circular sent to employees (that is one that does not identify any individual employee) outlining the outcome of the latest pay review if there are no collective negotiations. 6] Please state the % consolidated basic pay rise received by the lowest-paid adult (aged 18 and over) employee as a result of the 2022 pay review excluding the effect of any incremental progression, merit pay or bonuses. 7] If an employee’s annual pay award is determined solely according to an assessment of their individual performance (commonly known as a merit increase) as opposed to an across-the-board pay rises (where all employees generally receive the same increase irrespective of their individual performance) please state the percentage of the paybill allocated to fund these awards, the range of increases and whether or not the awards are consolidated. 8] If any employees were eligible for individual performance-related payments or bonuses over and above the general pay rise please state the range of increases (either as a percentage of their base salary or a cash amount as applicable), whether or not they were consolidated into basic pay and please state the overall % of the paybill allocated to fund these awards. 9] Please state the overall paybill increase as a result of the latest pay review expressed as a percentage of the paybill. 10]. Please state the name of the union/unions party to your main collective agreement covering pay and conditions if there are collective negotiations. 11] Please provide the name and contact details of the person/s responsible for overseeing your organisation’s annual pay review.
24/08/2023
Freedom of information request Can you confirm if any of the complaints that you have received about Charing Cross Hospital NHS in particular over the last year have been about : lack of duty of candour, breach of duty of care, fraud by misrepresentation ,falsifying of patient notes, discrimination or the hastening of their loved one death was caused by the refusal, failure to treat or a misdiagnosis.
From 04/11/2019 to 25/07/2022 How many PHSO Concerns raised were passed on to other organisations Including All organisations in United Kingdom And Those in Scotland for example SPSO Dates of all Concerns redirected to SPSO (with SPSO being the Scottish Public Service Ombudsman)
16/11/2023
FROM 2019 TO 2023, PLEASE SUPPLY THE NUMBER OF COMPLAINTS PHSO HAVE RECEIVED AGAINST THE INFORMATION COMMISSIONER’S OFFICE. PLEASE ALSO CONFIRM HOW MANY OF THE COMPLAINTS WERE UPHELD .
25/02/2022
From June 2015-Dec.2021, how many, (if any), complaints about the Disclosure & Barring Service (DBS) and/or the DBS's 3rd Party affiliates, processing delays of DBS Applications, did the PHSO & DBS: a.) uphold? b.) reject? c) acknowledged that DBS, and/or a 3rd Party DBS-affiliate,-failed in the duty of care to provide a prompt DBS Application processing service? and, d.) offered financial compensation, (and what are the financial compensation sums in each case),-offered to a DBS complainant for: 1-20, 21-40, 41-60, 61-80, 81-100, days delay in the processing of the complainant's DBS Application?
23/06/2023
From my last FOI question I noted that--in the context of my question--you had no information retained regarding PHSO claim of conformance with ISO9001, the International Standard for Quality Management, with which I wrongly assumed you still claimed as operative. Can you then either : a---Confirm that the PHSO had never claimed BSI ISO 9001 accreditation or operation or b---Supply the start and end dates for the period or periods in which PHSO so claimed Accreditation , Operation and Conformance with ISO 9001, the International Standard for Quality Management.
From the information you hold, please provide me with the following details; 1) Does the NHS employ Osteopaths or Chiropractors? 2) Does the NHS outsource the services of Osteopaths or Chiropractors without the patient having to pay for such treatment? If so, is it through GP practices/surgeries or NHS hospitals? 3) Do GP practices/surgeries refer patients under the NHS to private clinics/hospitals for MSK treatment without the patient having to pay for such services? 4) Why are the GP practices/surgeries not obliged to comply with the FOI legislation and according to your understanding is this deficiency to the detriment of patients? If not, why not? 5) Have you checked the lawfulness of the contractual arrangements ICBs (Integrated Care Boards) have with the service providers? Have these arrangements been also checked by bodies like the CMA? 6) When you have carried out your work have you identified any failings in the manner how MSK has been treated by GP practices and hospitals? If so, what are the measures that have been recommended/suggested by you to put them right?
From your annual report 2021/22 you state that: In 2021-22, we carried out 455 review requests of decisions (decision review requests) and upheld 37 of them. https://www.ombudsman.org.uk/sites/default/files/HC 526_Annual_Report_and_Accounts_2021_2022.pdf p36. Can you provide the following information? 1. What was the total number of decision review requests made in 2021/22? 2. Of the 37 upheld requests how many received a new investigation?
06/06/2023
further information from with regard to guidelines and standards we use.
05/09/2024
Further to my latest email I have liaised with our DPO and request that the following documents are released. This is a duel request under DPA and FPOIA. All documents from medical/legal experts that have been used in the decision making process All documents relating to secondary care stays and discharge paperwork relating to care received whilst there. Internal emails relating to the case Timeline of the complaint which we believe may have been out of line with your service model policy and Guidance . All documents/risk assessments completed by the Ombudsman at every stage of the complaint with clear audit trails of events recorded. Risk rating documents As we have challenged the decision documents relating to review of risk ratings , documents relating to advice sought from internal and external legal teams. Documents relating to and explanation as to why there was a period of 12 months when we did not hear from the Ombudsman which is not in line with your service model policy. The audit trail on your Dynamic 365 system which documents all events relating to the complaint. Decision forms relating to the draft and final reports as per service model policy Copies of statement of reason due to the complainant taking longer than 12 month timescale as per policy model.
13/02/2024
Furthermore, I request the PHSO's official policies on the organisations it oversees regarding: * The accountability of staff members for instances of maladministration or inadequate service. * The implementation of systemic changes to avert the recurrence of issues that precipitate complaints. While this FOI request centres on acquiring recorded information, I respectfully expect your cooperation in providing advice and assistance as mandated by Section 16 of the FOIA, aiming to enhance the transparency of this issue. Your prompt compliance within the statutory timeframe is anticipated, given the potential application of this information through official channels.
18/01/2024
Given the recent response UKVI supporting all evidence I supplied namely 1. I am a British citizen 2. I was lawfully married to {redacted} unfer Italian Law 3. That as Italian marital law does not allow name change in marriage and the reason there was and is the name verified on my British Passport. That as a dual national of Eire from birth an EU country it is not possible to hold a British passport in a surname contrary to that on an EU passport that adhers to EU Commission decisions already evidenced. 4. That the arrest out of my care of my Severley Mentally Impaired husband in Hull led to re-emergence of a subfile of a case already concluded in 1996 resulting in my husbands Leave to Remain. More concerning was the repitition of allegations on myself that again had already been concluded in the PHSO2012 and as the email of that caseworker that this would never happen again. IT HAPPENED AGAIN Thus my subject question. Is my case the only final decision that isnt?
05/03/2024
Given your advice, please provide a list of MP’s who have made referrals and the number made by each to date, broken down by whichever years you operate, to cover the most recent part year and the previous complete three years.
30/08/2024
Good Morning, it has been pointed out to me that the ICB never respond to final complaint decisions when invited to . Can you say what the figures are for this? Perhaps for the whole of last year?I will need this for my MP and His Lordship. Therefore I would the total number of complaints investigated and the total number of ICB comments which they have made to those complaints. I understand it's a rare event. Yours Sincerely
Hello Parliamentary and Health Service Ombudsman, We are writing to you under the Freedom of Information Act 2000 to request information. Please provide the following details: 1. What software do you use for your payroll, hr and finance solutions, how much annually do you spend on each, when does each contract expire? 2. Do you manage your payroll in-house or do you outsource it if so, who do you outsource it to? 3. How many people do you pay each month using your payroll solution? 4. How many pensioners do you pay using your payroll solution? 5. Do you use Microsoft power platform technologies such as Power Automate, Power Virtual Agents? 6. What is the employee count at the Parliamentary and Health Service Ombudsman? 7. Do you collaborate with other organisations in the delivery of HR & Payroll shared services? If so which organisation? 8. Do you work with any industry experts such as ATOS, KPMG, EY, Accenture etc? 9. Who at Parliamentary and Health Service Ombudsman is the head of service for HR and Payroll software or services and what is their role? If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, please provide advice and assistance, under the Section 16 obligations of the Act, as to how we can refine our request. If you can identify any ways that our request could be refined, we would be grateful for any further advice and assistance. If you have any queries, please don’t hesitate to contact us via email. Could you also please acknowledge receipt of our request?
14/04/2023
Hi I am currently appealing to the local authority regarding chc funding for my husband who has early onset BVFTD a very rare dementia. I have read a summary of this case and scoured the internet for a full copy of the case but it is no where on line. is it possible someone could either send me a hard copy of this case or email would be fine. I want to cross check how close my case of my husbands is to the Pointon case. My belief is we are very similar, yet {redacted} has not been given any care apart from night care which currently i do not need. i need respite and sitting services. All the personal care I can do myself. at the moment. Obviously with time {redacted} will require a care home and so making sure chc is in place when that time comes is important. anyway if possible could i have a copy of the case was either Cambridge or Leeds I think
07/01/2022
how do you check public bodies account that person making complaint against them is a criminal and under social services ? If public body is taking reprisals against complainant.? Do you require proof from the police and social services accuracy and truth of public bodies allegations ? to ensure that the complainant is or had been under police and social services.? Or do you take public bodies word for it ?
How I can gain access via FOI on how the ombudsman has helped BDUK structure there complaints policy
19/08/2022
How many applications have been discontinued by the PHSO due to the unacceptable behaviour by the applicant and please quantify the reason given eg lying, fowl language, failure to respond duplicate claims etc? Please consider my request for 20/21 and 21/22
17/08/2022
How many complaints against the iCO were upheld by the PHSO in the past five years. Which boroughs (MP’s have to sign these complaints) were these complaints from.
20/04/2022
How many complaints has the ombudsman received about the service provided by the Criminal Injuries Compensation Authority in each of the last five calendar years? Of those complaints, how many were upheld?
01/08/2023
How many complaints have been made against each Energy Company each year for the last 5 years. How many of these complaints were upheld. How many times has the maximum award been made against each company. If the answer is none what is the highest award made and against whom was it made. Is the investigator legally responsible in a court of law for his decision. How do you appeal a blatantly wrong immoral decision.
How many complaints have been made to the PHSO in relation to East Kent Hospital Trust Maternity Services in each of the last 10 years?' Of these complaints, how many have proceeded to the investigation stage and how many have not met the threshold for investigation?'
24/02/2023
How many complaints have been referred to PHSO in relation to trans healthcare? This includes but is not limited to wait times for treatments (e.g. diagnosis, hormone replacement therapy, hormone blockers, various surgeries), denial of treatment, or transphobic experiences within the NHS. I would like the number of referred complaints for each calendar year of the last decade (2013-2022). How many of these complaints are upheld fully, upheld partially, not upheld, awaiting investigation, or currently under investigation. clarification Thank you for your email. You say you are not able to provide any recommendations because of the number of complaints received across the five relevant categories. Are you able to clarify this for me? Would one year's worth of data still exceed the limit (e.g. complaints made during 2022)? If this would not exceed the limit may I receive the number of complaints (split their outcomes) across the five categories during 2022. Further clarification. Could I then please the number of cases (and outcomes) for those five complaint components in 2022. I understand this won’t include those cases closed at the initial checks. If it will not exceed the time limit before incurring fees, could I also have the same information for 2021.
03/01/2023
How many complaints have you received against Warrington Hospital and its A&E department in the last five years? How many of those complaints were investigated and upheld?
16/12/2021
how many complaints you’ve dealt with regarding clinical commissioning groups not funding patient’s choice of treatment? It would be helpful if this could be separated into physical and mental health. And cases for Cambridgeshire and Peterborough highlighted even more helpful thank you
How many deaths have accurred and been reported or investigated due to Clozapine side effects. How many deaths has Clozapine caused since it was first put on the market. This is a very old drug and has caused many deaths. How many people have died whilst recieving treatment for clozapine?
14/02/2023
How many instances have there been in the past ten years of complaints to the Ombudsman regarding the Urology Department West Suffolk NHS Foundation Trust and patients of the Trust with actual or potential prostate cancer symptoms? Within the same ten year period how many complaints have been made regarding ( Detail Redacted )and/or their team?
10/06/2022
How many PHSO cases have concerned the DVLA requiring a change in an exceptional case driver’s eyesight when applying for a Group 1 driving licence or provisional disability assessment licence (PDAL)?
25/08/2022
How many PHSO Concerns raised were passed on to other organisations, Including All organisations in United Kingdom And Those in Scotland for example SPSO, Dates of all Concerns redirected to SPSO (with SPSO being the Scottish Public Service Ombudsman)” Eg request 1, From 04/11/2019 to 04/11/2020 Eg request 2 From 05/11/2020 to 05/11/2021 Eg request 3 From 06/11/2021 to 05/07/2022 Please advise if we must submit 1-3 eg as separate requests
14/10/2022
How many redress payments recommendations were made to GP practices to provide compensation to a patient in each of the past 5 years, and what was the value of each payment recommended.
01/03/2023
How many SI patients deceased investigations in NHS have been DECLINED in these years please: 2015-2016-2017-2018-2019-2020-2021-2022 second FOI request Omitted ADDRESS Clarification requested Information sought.How many. Investigations by the Parliamentary Ombudsman PHSO after NHS resolution has been exhausted by NHS Trusts, Ambulance trusts after not being open and honest, covering evidence up, breaching the duty of candour when a series incident has occurred. A DEATH of a loved one. Sudden death suboptimal care,. Negligence.How many have been DECLINED by the PHSO or case worker.These are deaths which the PHSO have a statutory right to investigate and bring to light the truth and investigate blame. Not the balance of probibility . A SERIOUS INCIDENT is not Debonems customer services or complaints.Some one has ended up dead.. Your three websites are useless.If you don't understand then refuse this FOI request.Just send me on what grounds you refuse
How much funding you have received over the last 3 reporting years (by year). The salaries of the top 3 earners in the organisation How may staff are employed How many complaints you fully investigated during those reporting years i.e. complaints that went to full investigation. The split of outcomes i.e. upheld, not upheld and of those the upheld, the number where you were satisfied with the recommendation already offered before the complaint came to your service. If relevant to your service: What was the total number of fines imposed over those years (by year); what was the total amount paid i.e. were all the fines paid in full to the treasury?
23/12/2021
https://app.contractsadvance.co.uk/release/2503477 Please provide the following: • The suppliers who applied for inclusion on each framework/contract and who were unsuccessful at the PQQ & ITT stages Insert company names here: o (Please add more where applicable) • Duration of Framework/contract o Insert duration in months here:
26/05/2022
I request a copy of your Review Policy. This is the policy that explains what will happen when a complaint is sent for review.
25/01/2023
I also would like a Freedom of Information request about the level of complaints / dissatisfaction raised about Sydenham Green Group Practice asap?
01/07/2024
I am a Lecturer in Finance at Queen Mary University London and would like to have access to information you have. I would like to request case information for all cases you have had in the past, as far back as possible. For each, I would like to have the following: 1. A unique identifier for the case. 2. The date of filing. 3. A broad geolocation for the individual filing the case, should that not infringe on their privacy. Any other information you could give me on the individual, such as gender for example, would be useful. 4. The entity the case was filed against. 5. A general description of the type of case. 6. The name of the investigator, or at least some unique identifier. 7. The investigator’s recommendation (in favour of the plaintiff, or of the defendant). 8. The date of the investigator’s report. 9. Whether the case was referred to on ombudsman. 10. The name of the ombudsman if there was one, or at least some unique identifier. 11. The date of the ombudsman decision. 12. The outcome of the case (found in favour of the plaintiff, or of the defendant). 13. The compensation received, if there was one, broken down in categories (compensation for financial loss, for the recognizing the impact of what went wrong, distress or inconvenience, and the interest). 14. Whether the award made by the ombudsman was accepted by the plaintiff.
11/04/2024
I am afraid I do not understand some of the figures. I would highlight the following. • In 2018/19, 45 complaints were received about CQC and then it says 51 were concluded at Initial Checks & Primary Investigation. These figures do not match. Please explain. For the same year it then says 2 were accepted for detailed investigation and then refers to 3 detailed investigations concluded. Again, these figures do not match. Please explain. • In 2019/20 it says 0 complaints were accepted for detailed investigation and then says 4 detailed investigations were concluded. Please explain. • For 2020/21 it says 53 complaints were received and 52 concluded at the Initial Checks & Primary Investigation stage. What about the 53rd complaint? What happened to that complaint? • For 2021/22 it says 66 complaints were received and 68 were concluded at the Initial Checks & Primary Investigation stage. These figures do not match. Please explain. It then says 2 were accepted for detailed investigation but no outcome is given for these cases. Please explain. • For 2022/23 64 complaints were received and 64 were concluded at the Initial Checks & Primary Investigation stage. However, it then says 1 detailed investigation was concluded. Please explain. • For 2023/24 YTD it says 56 complaints were received and 60 concluded. These figures do not match. Please explain. Conclusion For the six years covered in your response there were 350 complaints about CQC and only 7 accepted for detailed investigation. This is an acceptance rate of 2%. That seems incredibly low. Please can you let me know under FOIA the overall number of complaints the Ombudsman received over this six-year period and what % of those cases were accepted for detailed assessment.
I am after the following information and was hoping you may be able to assist, please. how many complaints has the Parliamentary and Health Ombudsman received from victims about sexual offence investigations in the last year? If possible to establish this, what were the outcomes?
10/07/2023
I am assisting someone with a Chc appear and need to be able to refer to produce and refer to the above decision but despite my best efforts, the links leading to the decision don't work. Please could it be possible to send to me a copy of this very important decision.
15/11/2024
I am emailing for information under the FOI Act. Please could you tell me: 1: How many complaints you have received about the CQC for each of the last 10 years? 2: How many were upheld?
I am following up on my request below to see if the data is available yet for the no of complaints PHSO received about the Planning Inspectorate for the reporting year Apr 2022- March 2023, and the no of those complaints that were upheld? Thank you for your reply to my information request. Please could I receive the uncleansed data – number of complaints that the PHSO received about the Planning Inspectorate between 1 April 2022 and 31 March 2023, and the number that were upheld. I understand that you are unable to provide a firm timescale around when the cleansed data may be available but I will contact you again in a month, as suggested.
I am getting in touch to ask for an updated response to my previous question (below). The Planning Inspectorate are publishing our Annual Report and would like to include the number of complaints investigated by the PHSO about the Planning Inspectorate for the year 2022/23, and the number of those that were upheld. Angharad Jackson kindly provided me with the data up 15 Feb 2023 but noted that this could be subject to change due to the remainder of the year and data cleansing. If this will be publicly available from next week, I would be very grateful if you could direct me to where I might be able to find this. Alternatively, if you are able to confirm this information by email, that would be much appreciated.
I am in the process of making a formal complaint about the office of the public guardian and would like information on all cases involving the public guardian in the last 13 years. I understand that you intend to make these available on your website in the future but I should like to read them now. … I should also like you to answer a supplementary question. You say on your website that many complaints do not reach you because they have to go through an MP. I don't understand what you mean by that. Is it that MPs simply neglect their duties in this respect or that they positively decide not to send complaints on to you?”
04/05/2022
I am interested to know how many people work at the PHSO and which part of the organisation (Finance, Facilities, HR etc). that they fall under.
15/03/2023
I am looking for information regarding a racist, homophobic and physically threatening employee at the Milton Keynes Hospital, in the Covid Sample Testing lab. he is online hidden behind anonymity and is calling people “nigger” “faggot” “monkey” “white kid” “disabled” “retard” and asking for peoples personal information and threatening to shoot people and bomb their house. He also attempted to send me IP tracer links to try and find my location. After talking for a short while I was able to obtain some information about this person while I recorded a video that I will be sending to the police and pressing charges. This person: Works at Milton Keynes Hospital Works in the Covid Sample Testing Lab He is of Eastern Descent He is 24 years old He studied medical biology Are you able to provide a list of possible people who this could be? So that I can send this information to the police along with the video recording. Thanks.
I am looking for the costs incurred by the Ombudsman to date of investigating and reporting upon the complaints about communication of changes to women’s State Pension age.
I am looking to find out where The Parliamentary and Health Service Ombudsman publish their Transparency Data for spend over £500.
I am making a FOI request for all closure dates of complaints made to the PHSO about the Tavistock Clinic. I believe you are obliged to retain basic records like closure dates for audit reasons and for the PHSO to spot patterns and assess when a Trust is the subject of many complaints for instance. I obviously do not expect to see details of the complaints that are private personal data.
26/09/2022
I am making a FOIR for the following information: • Please inform me when the PHSO forwarded my email to the GP; or • If the PHSO has not and does not intend to forward my email to the GP then, please explain why the PHSO have made this decision, and • tell me how to contact the GP directly. On the 11/09/2022 I emailed the PHSO Subject: "For the personal attention of Geriatrician advisor (MB MSc MD FRCP FRCPE)", copy below. I expected the PHSO to forward my email to that Geriatrician. I am making a FOIR for the following information: • Please inform me when the PHSO forwarded my email to the Geriatrician, or • If the PHSO has not and does not intend to forward my email to the Geriatrician then, please explain why the PHSO have made this decision, and • tell me how to contact the Geriatrician directly.
I am making a formal request for information regarding complaints made about UK Government departments and other public organisations that have resulted in a financial award to the person or company making a complaint. This does NOT include the health service. This is intended to only concern claims that are considered severity 6 and awarded financial compensation of over £10,000. Specifically, this is to include: • How many complaints in the last 5 years to UK Government departments and other public organisations have been considered severity 6. • Of the above complaints considered severity 6, how many were upheld and awarded financial remedies, and what amount was awarded. • Of the above complaints that were awarded a remedy of more than £250,000, can you provide a copy of the summary in the complainants Complaint Form, and the response they received from the PHSO. Obviously, any personal or confidential information may be redacted. My apologies if this has been asked before or the information is in the public domain, but I could not locate it when searching.
12/01/2024
I am making a request under the Freedom of Information Act for: (a) the number of investigations by the Ombudsman in which the recommendations have been refused by the investigated organisation; and (b) the names and dates of such investigations. If there are any steps I can take to narrow down this request for information then I would be grateful for your assistance. If there is anything further I can do to assist with the request please do let me know.
18/10/2023
I am making here a Freedom of Information request regarding the Parliamentary and Health Service Ombudsman. I want to know all funding information. Can you please tell me how the PHSO is funded whether it is wholly from taxation or a mix of public and private funding. I'd like to know what the educational requirements are for case workers of various levels. In my own case (detail redacted) dealt with the first steps and (detail redacted) with the 'decision'. Aside from educational requirements do caseworkers at either level have to be in the PHSO's employ for any specific length of time before they are handling cases at the level they do? Ideally I'd like to know what degrees (detail redacted) have additionally. There may be a reason you can't say, so I've primarily made an abstract, non-personalised enquiry first. What are the PHSO's pension arrangements please? What will be the provision fr Rob Behrens at the point of natural age-related retirement? What would the provision be if he 'chose' to or were asked to resign? Does Rob Behrens own any properties which he rents out, for domestic or business use? And the same question for each of the people portrayed here: Members of the Board | Parliamentary and Health Service Ombudsman (PHSO) Members of the Board | Parliamentary and Health Service Ombudsman (PHSO) Executive members Our executive members form part of the Executive Team. Can you please state the number of and rental cost of the buildings the PHSO uses.
I am making this Freedom of Information Request as the Campaign are looking into the various processes in place that form part of the Windrush Compensation Process, and as such understand that the Ombudsman play a crucial role within the Review process, with that in mind could you please provide the following information covering the period April 2020 – December 2023: 1. How many Complaints have you received from Windrush Compensation Applicants for the period covering April 2020- December 2023. 2. How many nil Windrush compensation scheme decisions from the home office has resulted in positive decisions following an Ombudsman investigation for period covering and including April 2020-December 2023. 3. Did the Ombudsman Service have a backlog between the period April 2020 and December 2023, and could you advise as to the waiting time for cases to be investigated. 4. If there was a backlog, could you provide reasons accounting for the delays. 5. What is the current status in relation to waiting times for Complaints within the Service.
I am making this Freedom of Information request to ask for • information supporting statements made by a GP Practice called Campus View Medical Centre Loughborough. The statements appear on the GP website under the heading 'how we share your data' and is in a word document entitled Privacy Notice-Loughborough University written in Feb 2022. The creators of this word document are named as {redacted} and {redacted} but there is no email address or office noted and it is difficult to find any information about where they may work, or if indeed they exist. • information about an email address used by Campus View Medical Centre until January 2022 I request to see: • the data sharing agreement between Loughborough University and Campus View GP Practice that is in place currently March 2023). • the data sharing agreement between Loughborough University Campus in 2018/19 (under your review of {redacted}) • all the documentation explaining what data processed under Article 6(1) (e) and and Article 9(2) (h) by Campus View Medical Centre can be shared with Loughborough University employees on a need to know basis. • all documentation explaining the NHS processes and policies relating to data sharing of personal, sensitive and medical information that Loughborough University are expected to follow when processing this information within their organisation • all the documentation that explains how the NHS can regulate Loughborough University employees further processing of personal, sensitive and medical information sent to them directly from Campus View GP Practice. • all the documentation explaining how a UK University can process personal, sensitive and medical information sent to them directly from Campus View GP Practice where the National Data Opt Out does not apply to the sharing of the information. • all the documentation that explains the policies and procedures in place to ensure the safety of patients when sharing personal, sensitive and medical information directly from Campus View Medical Centre to Loughborough University • given that there are no medical professionals at Loughborough University (because it is a public authority whose task is education and research, not healthcare) who is the main point of contact at Loughborough University. • all the documentation supporting the processing of repeat prescription and blood test results being processed through the email address med.centre@lboro.ac.uk between 2017 and 2022 • all the documentation explaining how patients personal, sensitive and medical NHS information was protected from misuse by employees of Loughborough University who is the data controller for @lboro.ac.uk • all the documentation explaining the circumstances in 2019 where the NHS or the PHSO would decide that in order to be given rights, patient had to be named in order to be a data subject when sharing information between Campus View GP Practice to Loughborough University which appears to be contrary to the advice given by the ICO. • confirmation that {redacted} and {redacted} were employed by the NHS in February 2022 and what their roles were at that time.
26/05/2023
I am not asking for a personal oppinion - I am asking for your orgaisations written guidelines, policies.. Eg, do PHSO guidelines, policy... stipulate a complaint of any kind has to have a first hearing at local level before you PHSO can accept it [investigate, handle it, etc] Please could you show me those guidelines etc, independent of what opinions may or may not hold
17/10/2023
I am requesting a copy of the report into bullying and harassment at this hospital undertaken by Rob Behrens.
I am requesting information on the number of Complaints, made from November 2020 to 12th February 2022 to the PHSO, that involve Police Forces and the MoJ Code of Practice for Victims dated November 2020. Please break the information down under the heading of the name of the individual Police Force involved.
30/09/2021
I am unable to find the following report: 29 June, 2016, re ...................which concerns the Liverpool Care Pathway and the Hammersmith hospital.
28/01/2022
I am wondering if you can help me with a Freedom of Information Request. I am seeking information on avoidable/ preventable deaths in NHS hospitals. The information I am looking for is as follows: 1. As documented for the National Reporting and Learning System (NRLS) how many patients have died from an avoidable and or preventable death in the past five years at an NHS hospital? Of these, how many of these patients were Black, Asian, or another ethnic minority group? 2. How many patients have died in the past five years due to improper dosages of medicine at an NHS hospital? Of these, how many patients were Black, Asian, or another ethnic minority group? 3. How many patients have died in the past five years due to surgical error at an NHS hospital? Of these, how many patients were Black, Asian, or another ethnic minority group? 4. How many people have died in the past five years due to an incorrect medical prescription at an NHS hospital? Of these, how many patients were Black, Asian, or another ethnic minority group? 5. How many people in the past five years have died due to health deterioration beyond the point of help, without hospital staff noticing at an NHS hospital? Of these how many patients were Black, Asian, or another ethnic minority group?
16/01/2023
I am writing a paper on the sbject of “Administrative Justice in Asia and the role of Ombudsman Institutions”. For this purpose I need your assistance in obtaining the following information: i. Total number of complaints including type of complaints received in the last five years ii. Disposal of complaint in the last five years
I am writing from the office of Rt Hon. Anneliese Dodds MP. I hope that you will be able to help. Anneliese would like to know what percentage of cases referred to you are not taken forward as they are out of your scope because of time limits? Can you brake this down to say what percentage of NHS cases referred to you are not taken forward because they are outside time limits? I understand that there is guidance to set aside the time limits, what guidance is there for caseworkers on this? What percentage of those who ask for time limits to be set-aside are investigated?
I am writing in respect of your finance solution. Could you kindly help me out with the below information? 1.Which ERP (Enterprise Resource Management) or Finance system is currently used? 2. What was the annual value of the contract? 3.When does your contract expire? 4.Do you have any planned upgrades of the software? If so, when? 5.Are you planning to go to market for a different ERP/ Finance system? If so, when? 6. Who is the person responsible for your ERP / Finance system? Please provide full name, title and contact information if possible.
20/01/2023
I am writing to ask for the total number of complaints received by the PHSO regarding potential maladministration by the DWP of changes to women’s State Pension age in the six calendar years 2017 to 2022. I am aware of the ongoing investigation at Stage 2 and am not seeking further detail but merely request to be advised by return email of the total number of complaints received by PHSO on this topic.
I am writing to ask for the total number of complaints received by the PHSO regarding potential maladministration by the DWP of changes to women’s State Pension age in the TWO calendar years 2015 and 2016.
I am writing to ask if it is possible to be provided with the number of complaints the PHSO have received about the Planning Inspectorate this year (2022/23)? And if possible, the number of those that were upheld? We include this data in our annual report so if there is somewhere I can access this data myself, I would be happy to do so.
I am writing to make a formal freedom of information act request. I want the contact email and name of the casework director for the phso. I have asked the assistant casework director Mandy Silverman for this information. However, she denied my request. I want to make a formal complaint about Mandy Silverman, regarding the way she handled my case. She has broken some laws. She has broken the equality act, the autism act, and the freedom of information act. She has discriminated against me for my disability and her and her team (detail redacted) have failed to investigate my case because I can't answer a question the way they want me to. The have all committed disability discrimination. They have all caused me severe distress, mental and physical harm. I am requesting the information (Mandy Silvermans manager) so that I can make a complaint about the phso and get justice for what they have out me through. I have been waiting 3 years to get justice for what happened to me during my cancer treatment at a hospital and now I am back at square one with no other options because of them.
13/08/2024
I am writing to make a request for information under the Freedom of Information Act 2000. I would like to request a copy of all active templates for letters and emails used by the Parliamentary and Health Service Ombudsman (PHSO). This request should include, but is not limited to, templates used by PHSO caseworkers when they uphold complaints made by members of the public against authorities or in other relevant situations. Although these templates are going to be used for investigative purposes, due to the fact that these templates do not pertain to any investigation carried out, they are not protected under the Parliamentary Commissioner Act 1967 or the Health Service Commissioners Act 1993. Please note, we are not asking for personal information. Should any personal information be contained in these templates, it may be redacted so that Section 40 does not apply. Additionally, we are not requesting the creation of new information. Should any of this information be exempt from release, we are entitled to be clearly notified of the citations of exemption being used with a brief overview of the perceived justification for its use in this instance. If you cite Section 12 (Exceeds cost limit), we are entitled to a clear justification of why the request exceeds the cost limit, including a reasonable breakdown of how the cost has been calculated. In this scenario, under Section 16, we are entitled to advice and assistance on how to narrow the request so that it falls under the cost limit. To support this request, we provide the following justifications: 1. These templates are standard communications tools and do not contain sensitive operational information. 2. Disclosure supports transparency and public trust, outweighing potential harm. 3. The templates requested are for public service communications, not commercial enterprises. 4. Ensuring transparency in public service practices promotes public trust and accountability. Please provide the information in electronic format. If there are any issues with fulfilling this request, please inform me of any necessary clarifications or modifications that could help in processing my request.
07/02/2024
I am writing to request information under the Freedom of Information Act 2000 (FoIA) regarding the training and competency of PHSO officers in handling FoIA requests, particularly with respect to the distinction between various types of documents and reviews. Specifically, I seek recorded information that details whether PHSO officers, responsible for making decisions on cases, undergo any form of testing or evaluation to ensure they have a comprehensive understanding of the FoIA process. This request is propelled by concerns emerging from the handling of case (Redacted), wherein there appears to be a lack of clarity in differentiating between an 'existing document requested under the FoIA' – specifically an 'internal review document prepared internally by the DHSC into their Covid-19 response' – and an 'internal review' that would be instigated if an authority fails to comply with the FoIA. The distinction in understanding these terms is crucial for the integrity and effectiveness of the FoIA process. Therefore, any and all information pertaining to training, evaluation, and guidelines provided to PHSO officers in this context is of interest. This includes, but is not limited to, training manuals, assessment criteria, internal memos, or guidelines pertaining to the FoIA process.
I am writing to request information under the Freedom of Information Act 2000, mindful of the cost limits under the Act. My request concerns the PHSO's procedures, training, and decision-making processes in handling complaints against the Information Commissioner's Office (ICO), focusing on potential biases or processes that might affect complaint outcomes. 1 Training Materials and Guidelines: Please provide copies of current training materials, guidelines, or directives given to PHSO staff regarding handling and processing complaints against the ICO. 2 Internal Communication Records: Access to copies of internal communications (emails, meeting notes, memos) specifically referencing case C-2120832. Names may be redacted. 3 Case Processing Criteria: Documents detailing the current criteria, benchmarks, or decision-making tools used by PHSO officers in deciding to uphold or dismiss complaints against the ICO. 4 Statistical Data on Complaint Outcomes: Statistical data or reports from 2023 onwards regarding the outcomes of complaints against the ICO handled by the PHSO. 5 Audit Reports or Reviews: Audit reports or reviews from 2023 onwards concerning the PHSO's processes and effectiveness in handling complaints against the ICO. 6 Correspondence with the ICO: Copies of correspondence between the PHSO and the ICO regarding case (Redacted) . Names may be redacted. 7 Training and Performance Reviews: Information on the training and performance reviews of PHSO officers involved in handling case (Redacted) . Names may be redacted. I understand the constraints of the FoIA in terms of cost and workload and have tailored my request accordingly. I look forward to your response within the statutory 20 working days as stipulated by the Act.
18/04/2024
I am writing to request information under the Freedom of Information Act 2000. Specifically, I seek any policies, guidelines, or strategic documents issued by the Parliamentary Health Service Ombudsman (PHSO) to NHS hospital trusts regarding the handling, investigation, and resolution of complaints. I am writing to request information under the Freedom of Information Act 2000. Specifically, I seek any policies, guidelines, or strategic documents issued by the Parliamentary Health Service Ombudsman (PHSO) to NHS hospital trusts regarding the handling, investigation, and resolution of complaints. This request stems from a recent personal experience where I raised a complaint on behalf of my 99-year-old deaf and blind father, who was found on the floor in the emergency department of my local NHS hospital. The issues raised were not addressed to my satisfaction. Despite pointing out several errors in their response, including issues related to ageism, incorrect application of regulations, and inaccuracies in the provided chronology, the hospital has declined to re-investigate the matter. They have advised me that any further action on my part would require escalation to the PHSO. Given the PHSO's role in overseeing the complaints handling process within the NHS, I am particularly interested in understanding the standards and expectations set forth by your office for the hospitals in managing and resolving complaints. This information is crucial for assessing the adequacy of the hospital's response to my complaint and determining my next steps. Please include any relevant documents or portions thereof that outline the procedures and criteria used by NHS hospitals to ensure complaints are thoroughly and fairly investigated, as well as any expectations for hospitals to address and rectify identified errors or omissions in their handling of complaints. I understand that under the Freedom of Information Act, a response is required within 20 working days of your receipt of this request. If you require any clarification or further details from me, please do not hesitate to get in touch. Thank you for your attention to this matter. I look forward to your prompt response.
16/09/2024
I am writing to request information under the Freedom of Information Act, can you please provide the following: The number of complaints the PHSO has received about NHS dentists in the last 5 years [Between April 6 - April 5 2019/20, 2020/21, 2021/22, 2022/23, 2023/24] Broken down by year. Can the figures also be broken down by the corresponding ICB (Integrated Care Board) or perhaps by region or local authority area? Of these complaints, how many were upheld? Broken down by year and either ICB or LA area?
04/07/2024
I am writing to request recorded information under the Freedom of Information Act 2000 regarding the PHSO's security practices for complainant data during the initial complaint logging phase. Background: The PHSO's commitment to securing personal and confidential information is prominently featured on your website, where it is stated that Egress Switch is used to protect such data. However, it has come to my attention that this secure system is activated only after the initial logging of complaints, during which sensitive information is processed via standard email. This operational approach could potentially expose complainants to significant risks of data interception, which appears to be at odds with the security assurances advertised on your website. For further details, please refer to the security section of your website: https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/about-us/contact-us/using-our-secure-email-service&data=05|02|informationrights@ombudsman.org.uk|10fc45e5164f467b523108dc86565651|7c88cec864114f329333cf6877fd3515|0|0|638532952582707350|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=edFSDQMDiMgCEMFa6MlbC6RFexGNM7A+shi9HT6wcUk=&reserved=0. Information Requested: 1. Records of any data breaches or security incidents related to the initial complaint logging phase within the last two years. 2. The most recent risk assessment performed regarding the use of standard email for initial complaint logging. 3. Recorded details of any measures taken by the PHSO this year to enable secure logging of complaints from the initial contact. 4. Up to three records of internal evaluations or communications this year regarding the adoption of secure systems like Egress Switch at the initial point of contact for complainants. This limit is set to ensure the request remains manageable and not burdensome. 5. Details on how and where the PHSO presently informs complainants that their personal and confidential information is not secured by Egress Switch or similar systems until after the initial complaint logging stage. This should include any standard advisories given to complainants or specific sections on your website or in communication materials that address this issue.
28/06/2024
I am writing to request recorded information under the Freedom of Information Act 2000, some of which is regarding case ref C-2120832. Purpose of Request: The response to this request will be made available to supplement a report I wrote for the Department for Science, Innovation and Technology (DSIT) and the Public Administration and Constitutional Affairs Committee (PACAC) outlining the findings of my investigation. Please supply the following information that falls inside the remit of the FoIA and outside the remit of Subject Access laws. Part 1: Communications Sent by PHSO - Specific to case ref C-2120832, please kindly provide copies of communications the PHSO sent to other parties, excluding myself. This includes communications sent to the ICO and other PHSO staff. Part 2: Communications Received by PHSO - Specific to case ref C-2120832, please kindly provide copies of communications the PHSO received from all parties, excluding myself. This includes communications received from the ICO and other PHSO staff. Part 3: Rules on Preventing Recurrence of Issues - Please kindly provide the specific document(s) held that outline the circumstances in which PHSO staff can conclude that ICO staff do not need to follow these rules on preventing the recurrence of issues: (a). ICO Service Charter - Relevant Section: "We will use the learning from complaints to improve our services and prevent the same problems happening again." (b). FOIA/EIR Casework Service Guide - Relevant Section: "Staff are required to identify and address any systemic issues that arise from casework and implement measures to prevent the recurrence of such issues." (c). Principles for Remedy - Relevant Section: "Public bodies should have systems in place to identify lessons learned from complaints and to ensure that the same mistakes do not happen again. This includes taking steps to put things right and to prevent similar issues in the future." (d). Principles of Good Complaint Handling - Advocates for learning from complaints to improve services and prevent recurrence. Part 4: Rules on Accountability - Please kindly provide the specific document(s) held that outline the circumstances in which PHSO staff can conclude that ICO staff do not need to follow these rules on accountability: (a). ICO Service Charter - Relevant Section: "We are committed to being accountable for our actions and ensuring that our staff adhere to the highest standards of conduct." (b). ICO Code of Conduct - Relevant Section: "Staff must be held accountable for their actions and must take responsibility for addressing any issues that arise from their conduct. This includes taking corrective actions to prevent similar issues in the future." (c). Principles of Good Complaint Handling - Relevant Section: "Public bodies must take responsibility for their actions, ensuring accountability at all levels of the organisation."
08/12/2022
I am writing to request specific information regarding GDPR violation complaints. My request pertains to the following two sets of information: First Set This set of information contains the number of GDPR violation complaints filed at the Parliamentary and Health Services Ombudsman by individuals unsatisfied with the decision of the Information Commissioners Office(including length of time of resolution). In this set, I am interested only in having statistical information, i.e., the numbers of complaints filed, upheld(fully or partially), and not upheld in the last three years(2022, 2021 and 2020). Second Set In this set, I would like to have a copy of(redacted if necessary) 200 Decisions of the Parliamentary and Health Services Ombudsman on GDPR violations complaints filed by individuals unsatisfied with the decision of the UK Information Commissioners Office. These 200 decisions should be counted from the latest to the earlier in chronological order. If the Ombudsman resolved 200 decisions in 2022, I would like to have copies of those decisions. If, for instance, there are only 100 decisions in 2022, I would like to access those decisions plus 100 from 2021. If the number of decisions in 2022 & 2021 are less than 200, I would like decisions from 2020 to be included.
I am writing to request the Parliamentary Health and Service Ombudsman's former Clinical Standard which was in existence during 2012. I would like to receive this information by email.
I am writing to you as a former patient of my NHS Community Dental Practice based in Sunderland who act under the South Tyneside & Sunderland Trust, registered under the National Health Service (NHS). My purpose for contacting you is to formally request information under the Freedom of Information Act 2000 regarding my recent discharge from your dental care and to seek clarification on any potential reasons for this action. I was recently informed of my discharge as a patient of nearly 10 years, from your practice, and as such, I am keen to understand the circumstances surrounding this decision. Specifically, I would appreciate information on the following: • The reasons for my discharge from your dental care. • Whether there were any specific issues or concerns identified regarding my treatment or attendance that led to this decision. • Clarification on any relevant NHS guidelines or policies that were applied in determining my discharge status. • Any additional information or documentation related to my case that you are able to provide ie copies of telephone conversations, emails and full case file etc • Furthermore, I would like to address any concerns or misconceptions that may have led to my discharge. Specifically, I am interested in understanding if there were any factors, such as the acceptance of new patients, including immigrants, and how many, which influenced the decision to discharge me from your care. Please be assured that my request is made in accordance with the provisions set out in the Freedom of Information Act 2000, and I understand that you are obliged to respond within 20 working days. I would appreciate your prompt attention to this matter and kindly request that you acknowledge receipt of this email. Should you require any additional information or clarification to process this request, please do not hesitate to contact me in this regard.
I am writing to you under the Freedom of Information Act 2000 (“the Act”) to request a copy of your current service complaints policy.
24/07/2023
I am writing to you under the Freedom of Information Act 2000 to request information held by the parliamentary and health service watchdog. The Education and Skills Funding Agency has said that in the financial year 2022-23 it was made aware of four ESFA-related complaints escalated to the PHSO. As such, could you send me the following, please: • A brief description of the four complaints, including the outcome of the complaint (i.e. whether or not it was upheld) and the date on which the complaint was lodged • A copy of the PHSO's report into the one complaint against the ESFA that was upheld in 2022-23 The ESFA mentioned that these complaints were escalated to the PHSO on page 25 of its latest annual report and accounts, which can be read here: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1170656/ESFA_Annual_report_and_accounts_2022-23.pdf If this request is too wide or unclear, I would be grateful if you could contact me as I understand that under the act you are required to advise and assist requesters. If any of the information is already in the public domain, please can you direct me to it, with page references and URLs if necessary.
27/02/2024
I am writing to you under the Freedom of Information Act 2000 to request the following information for the Project "Project Name: PR2191 - Provision of Digital Learning Contents Reference number: PAHSO001-DN672028-91212179 Link: https://www.contractsfinder.service.gov.uk/notice/e5516bfd-303f-4dfe-afab-cbb66cede935?origin=SearchResults&p=1" 1. Copy of successful tender – we want this information under freedom of Information act 2000 2. Scoring table of all bidders, split by scores awarded for each question of bid 3. Price/Cost Proposed by each Bidder – we want this information for all the bidders who submitted the response. 4. Name of the Winning Bidder. 5. Name & Rank of all bidders who submitted responses. 6. Approximate date that the tender will be reissued towards the end of the current contract period.
16/04/2024
I am writing to you under the Freedom of Information Act 2000 to request the following information for the Project "Project Name: PR2205 - Finance System Reference number: PAHSO001-DN705482-39461365 Link: https://www.contractsfinder.service.gov.uk/notice/f8edb410-a7fe-4cf0-8bf8-5fc5a2997640?origin=SearchResults&p=1" 1. Copy of successful tender – we want this information under freedom of Information act 2000 2. Scoring table of all bidders, split by scores awarded for each question of bid 3. Price/Cost Proposed by each Bidder – we want this information for all the bidders who submitted the response. 4. Name of the Winning Bidder. 5. Name & Rank of all bidders who submitted responses. 6. Approximate date that the tender will be reissued towards the end of the current contract period.
06/02/2024
I am writing to you under the Freedom of Information Act 2000 to request the following information for the Project Project Name: PR2195 - Provision of a Political Monitoring Service Reference number: PAHSO001-DN688139-84940581 Link: https://www.contractsfinder.service.gov.uk/notice/4537ef45-1b6a-4901-8558-8997226edffe?origin=SearchResults&p=1 1. Copy of successful tender – we want this information under freedom of Information act 2000 2. Scoring table of all bidders, split by scores awarded for each question of bid 3. Price/Cost Proposed by each Bidder – we want this information for all the bidders who submitted the response. 4. Name of the Winning Bidder. 5. Name & Rank of all bidders who submitted responses. 6. Approximate date that the tender will be reissued towards the end of the current contract period.
04/03/2024
I am writing to you under the Freedom of Information Act 2000 to request the following information for the Project "Project Name: Provision of Subscriptions for MS Dynamics Add-ons 1. Copy of successful tender – we want this information under freedom of Information act 2000 2. Scoring table of all bidders, split by scores awarded for each question of bid 3. Price/Cost Proposed by each Bidder – we want this information for all the bidders who submitted the response. 4. Name of the Winning Bidder. 5. Name & Rank of all bidders who submitted responses. 6. Approximate date that the tender will be reissued towards the end of the current contract period. We expect the responses to all the above questions under Freedom of Information Act 2000
31/10/2023
I am writing to you under the Freedom of Information Act 2000 to request the following information for the Project - PR2191A - Provision of Digital Learning Contents, Notice Reference - PAHSO001-DN682926-55373723 1. Copy of successful tender (by removing confidential information) 2. Scoring table of all bidders, split by scores awarded for each question of bid. 3. Approximate date that the tender will be reissued towards the end of the current contract period. 4. How many bidders submitted responses? 5. Name of all bidders who submitted responses. 6. Rank of all bidders who submitted responses I would prefer to receive the information electronically.
I apply under the freedom of information act to be given the total amount of complaint received by your office during the last 12 months, and the number of complaints found to be justified. I apply on the grounds that this is conducive to the public good.
10/02/2022
I ask to be provided, from 01/01/2018 the following information: 1. the complaints received about the ICO: a. date of complaint b. nature of complaint c. your reference d. date resolved e. resolution outcome
I asked in regards to the algorithm used to quantify a paltry £200 for three years of suffering, and the data that you used to input onto the system to come to the £200 damages for three years of suffering, also why do you collaborate with the trust in regards to damages before you communicate with the complainant? Can you provide me with the provision within the regulations
I assume that the three month time limit to take a case for judicial review is also covered in legislation of some kind: please tell me which legislation and provide a link to it if possible. Please tell me what percentage of cases brought to the PHSO are challenged by the complainant and therefore go for review to the Ombudsman Assurance Team? Please tell me what percentage of cases that go for review to the Ombudsman Assurance Team result in the initial decision being overturned? Please tell me what percentage of complaints that are reviewed by the PHSO's Ombudsman Assurance Team and do not have their original decision overturned, end up progressing to a judicial review?
14/07/2022
I cannot access the survey. 1. Please provide the number of valid responses you received. 2. Please provide a copy of the survey or all the information that it contained.
27/03/2023
I cannot see the following on the 2021-22 report. I’d be grateful if you could confirm the figures for the following: Number of Ombudsman recommendations in 2021-22 0 Complied with 0 Not complied with 0
26/07/2022
I formally request under both information Acts, that you provide details in regard to information in the public domain that the PHSO employs 650 employees. Can you please list these and who does what?
I have a problem with my occupational pension scheme and the DWP. I have seen a summary of a maladministration case (shown in the title of this email) you had with the DWP together with the 2019 Round-up. I have shown below links to the summaries I already have. However, I am aware from correspondence between the DWP and the Chair of the Work and Pensions Committee that a report was issued but I am unable to get hold of a copy. "The PHSO report was sent to the committee (28 August 2020) to meet recommendation (e). https://committees.parliament.uk/publications/6267/documents/69159/default/ I would be most grateful if you could send me a copy of the report referenced by Peter Schofield/Sir Stephen Timms. https://www.ombudsman.org.uk/publications/ombudsmans-casework-report-2019-0 https://www.ombudsman.org.uk/making-complaint/what-we-can-and-cant-help/how-we-have-helped-others/communication-changes-inflation-state-pensions
07/03/2024
I have a request pursuant to the Freedom of Information Act, namely, please let me know how many lawyers are currently directly employed by PHSO, on its internal payroll (distinguished from instructions given to "outside" firms of solicitors). Also, would you please break down how many of those directly employed lawyers are respectively members of the professions of barrister, solicitor and chartered legal executive? Please also say separately how many lawyers are currently hired as locums (if any) either directly or through agencies or by both methods.
I have been informed by ICO that it is standard practice for PHSO to release their report on complaints about UK Government departments at the same time as the annual PACAC review. The 2019/20 PACAC review was held in November 2020. No specific mention was made at that review on the issue of complaints handled about Government departments. Can PHSO confirm; 1. That the data report concerning complaints made about Government departments was provided to PACAC in time for the annual scrutiny meeting in November 2020? 2. That this report was subsequently made available to the public on the PHSO website? Please provide a link to this report for the year 2019/20 as it is not possible to find it on your website.
09/02/2023
I have been unable to find the data with regard to NHS investigations for the years 2017/18 and 2018/19. Your website is very difficult to negotiate in this regard as your reports are not made available under a single tab.
04/11/2022
I have just spoken to Mr (redacted), and he would like us to provide information on all cases we have dealt with, names and ref numbers and decisions we have made. I am not sure if this is possible but thought I would send it on to you.
05/06/2024
I have not received a reply to the emails below regarding Clinical Adviser Guidance. I have attempted to find this online and there is a link on your website however it links to a very odd 'sharepoint' site which I am not prepared to open. I have attached screenshots of the relevant pages on your website showing the link to the Clinical Advisor Guidance (first attachment) and what happens if I click on to it (second attachment). Please forward me this document. I have copied in (Redacted) as he should be able to provide this in the event that you cannot. You also advise you cannot divulge the gender of the clinical adviser you appointed. I still do not understand why you cannot do so as it in no way identifies them. Please can you recheck your policy regarding Clinical Advisers and what a complainant is entitled to know about them.
17/01/2023
I have read that, that 226 complaints were lodged about The Pensions Ombudsman (TPO) in the past 10 years and 'none' have been acted upon by the PHSO. Is this correct? My own complaint, (Case Ref: JC25601), relating to negligence by TPO was rejected for reasons which I find obscure. Can you please tell me, what type of compaint about TPO is considered by PHSO?
I have received a call from my elderly mother today after visiting Oak Street Surgery in Cwmbran, Torfaen, South Wales and experiencing appalling service. English is her second language, she received a letter requesting she call to book an appointment with a nurse to go through the results of her ultrasound. She tried numerous times and it rang out each time. Nobody picked up. After calling me, I suggested popping in to the surgery to speak to someone face to face and reassured her that whoever she spoke to would realise that she needed some patience and communicate with her to accommodate her needs. She went to the surgery today (07/06/2024 @ approximately 14:50) the receptionist on shift abruptly told her to go home and ring for an appointment 10 minutes later. My mum who is 76 asked if she could wait in the surgery for the 10 minutes and was told no. Nobody took the time to talk to her and to accommodate her needs. Therefore I would like to make a complaint regarding this receptionist and as part of that complaint I would like to make a freedom of information request to ask how many complaints you have received about 1- the poor customer service of your reception staff 2- complaints linked to ethnic / racial discrimination Duration, the last 5 years split in to each year. Calendar or fiscal is up to you. After speaking to other people in the community they have brought concerns to my attention about other people who have made complaints and then received a poorer service and staff have even become vindictive towards them during future interactions. I hope that this will not be the case as I’m sure that’s not the reputation that the Surgery would like to portray to the public. My sister has also been in contact to request a communication need be put on my mums file to request proxy access and was told a form needed to be filled in but would not provide it. I would like to formally request one. Proxy access / Third Party Access (whatever you call it) It will be filled in and any verification of identification will be duly provided. I am not willing to provide my mother’s information on this initial email because quite frankly I do not trust who will receive this email. Once I receive confirmation of a formal complaint reference number and a specific point of contact I will be happy to provide further details. I look forward to hearing your responses.
I have received a letter regarding my complaint. It informs me that for some reason or another it will not be dealt with for another 9 / 11 months which is totally unacceptable. Under the Freedom of information Act I would like details of the reasons why the matter would take so long.
I have spoken on the telephone to the ICO and they have suggested that I ask you for a copy on your complaints procedure.
I hereby issue a freedom of information request to receive a copy of the draft Parliamentary Ombudsman decision concerning maladministration of the state pension procedures by the DWP. Specifically the implementation of the governmental and parliamentary decision that led to my wife suffering a 6 year penalty in receiving her state pension. The cost ammounting to around 35,000 Euros.
I kindly request you provide the contact details (preferably a telephone number, however, an email adress will suffice) for the FNO Returns Command, Immigration Enforcement, Home Office, 12th Floor, Lunar House, 40 Wellesley Road, Croydon, CR9 2BY.
09/05/2022
I make a freedom of information request for a copy of the Parliamentary and Health Service Ombudsman's staff survey carried out during 2021. The staff survey carried out in October 2020 was published on 18th March 2021. The minutes of the PHSO Board held on 15th December 2021 record, at item 11, that the subject of the staff survey feedback on diversity and disability was 'deferred'. However, the minutes of the January 2022 board meeting make no further reference to the deferred item. It is therefore clear, from the minutes, that the staff survey for 2021 has been carried out.
08/03/2024
I need to access to the information about psychiatry. Why the psychiatry using technology to get ill patients and is no prevention against mental health.
I note from your most recently published report (2019-20) that the PHSO closed 93% of cases within 52 weeks. 1. I would like to know how many cases - both as numbers and as percentages of the total - were not resolved within 52 weeks for the three most recent years for which reports have been published. 2. I would also like to know any data around the longest period of time that a complaint has taken to resolve in any of those years? 3. and whether you have released this information publicly?
I note that the Parliamentary Ombudsman has a list of organisations that complaints can be received about, and another list of organisations that cannot be complained about to the PHSO. The lists are incomplete versus the term of specification government or public bodies. This incompleteness is a non-conformity with ISO27001 where the duty is to provide explicit, documented, and up to date clarity in relation to legal requirements and obligations. What is the legal specification of the PHSO's jurisdiction for the purposes of complaint to this office? I am aware that my complaints are to be represented by my MP.
20/06/2023
I note that you have refused to supply business contacts for PHSO FOI Hierarchy, on the basis that you consider them to be personal—under some unsubstantiated opinion in PHSO policy. I note that you did give detail of Government FOI policy (the Rules) under which you refused according to your unsubstantiated ‘consideration’. In justification of seeking information under FOI (and in which I am not required to do or so justify) I hereby clarify for your illumination: a. I make this enquiry after seeing a need to discuss a certain posturing in the provision of statements of FOI response. These have been made in several responses by yourself and other FOI respondents, historically. I find this frustrating and somewhat vexatious without need. b. I do not understand seeming unhelpful or dismissive remarks made in FOI response, where clarity of question and material is construed otherwise. c. I do not see this as the responsibility of yet another Government department namely Information Commissioner’s office to investigate PHSO policies under which you opine or claim to operate transparently, with sincerity, and show interest in the evidence before you. d. In a recent response Ms Jackson, I asked to speak to i.e. have direct contact with your Line Manager for the purpose of complaint as above, where I defer in correct procedure for service complaint as given in earlier FOI enquiries. e. In this Case (i.e. this referenced FOI request) it would be natural to speak to your line manager—of whom I am yet unknowing—without making assumption in the terse response now given. I am none the wiser. f. In this request, I did not ask for any personal details about these people except the names under which they work, and control, and manage; and hold post at the PHSO (a government funded body) and business contact email and /or telephone (/extension) number by which they can be contacted for business purposes only. g. I note that you have provided your business contact name Ms A. Jackson but not detail of direct contact. Thank you. You may wish to revise that and the information I need of your line manager or FOI Case manager. h. I have to assume that PHSO workers are happy even proud to hold PHSO post and would therefore have no shame or need for secrecy in hiding business name, post and direct (or PA) contacts. It a line of secrecy that I have felt has impeded all enquiries demanding the principles that PHSO publicly claims. I again find this PHSO opacity frustrating and to some extent, vexatious. i. I note despite being made aware of your responsibilities to comply with Disability and Equality Acts, you show no respect in questioning this as you are required to do in law. PHSO interpretation of this law is of no consequence here. ASIDE: For your sole elucidation Angharad (and in the public domain here and elsewhere), my personal Disability (by definition; under the Act) has been an intense and worsening mental capacity under post-traumatic-stress heightened by PHSO opacity, impenetrability, lack of honesty, obduracy, obfuscation and vexatious responses over 14 years in a case of NHS negligence and maladministration leading up to my loved, supported, clever, generous and insightful son Nick’s death through self-harm following NHS visible maladministration and scant-documented negligent care which an NHS Foundation Trust BSMHFT declined to investigate or act-on in several opportunities before Nick’s death. I have asked for all this to be investigated, but you have declined to do so. I am now sick, and gutted in popular parlance. Your continued corporate (systemic) maladministration continues in abusive ways to cause my well-documented illness for which I need NHS medication, ongoing NHS treatment, and private expenditure to manage and control psychological problems which PHSO induced showing tactic and intent. Thank you. Thank you now Angharad, for your tolerance and consideration, and any indication of that would be appreciated, along with signs of your legal duty to make allowance (adjustment), including the need for your own alignment with internal and unaccountable policies; which the NHS never did despite my expectations of best practice and NhsE accountability. I also expected the PHSO would practice what they boast, and would rise higher, and step up to the plate in their raison d'etre for sole existence. But in closing my case unresolved and valueless to NHS, you the PHSO even mocked “my expectations”, whilst withholding incriminating BSMFT and PHSO evidence, but signed by Mr R Behrens and confirmed effectively as ‘all complaints suppressed’ to PACAC. PHSO Policies did not come into that. I found that Vexatious, and it led to intensified illness in calculated tactic. End of elucidation. FOI RETURN: I requested business structure of line management, business post & titles, and business contacts. PHSO responsible persons with qualms on providing names may have their own problems or disabilities and I must personally respect that… but I don’t have responsibility in that, not being a ‘Service Provider’ (as such) to the PHSO. Who are these people? You have an opportunity to revise your lack of accountability in provision of data, without prejudice, in reviewing your account; referenced and in full, as I ask in Right. I require a review of your response with references, and a contact for your Senior Information Rights Officer to pursue my complaint as outlined in a. to d. Thank you
I note that you state the law requires an MP to submit a complaint about a government department on behalf of a constituent, yet clearly you have missed a serious loophole in this bizarre system. What happens if an MP ignores a constituents request to submit a complaint about a government department? What recourse do members of the public have when facing obstinate or obstructive MP's who won't help their constituents? Does this mean a free get out of jail card for the goverment deparment accused of wrong doing? How do members of the public know there have been no behind the scenes private conversations between goverment departments and MP's - not to submit complaints on behalf of constituents? If the PHSO doesn't think this sort of sly underhand conduct happens, then you probably don't live in the real world.
09/07/2024
I put in a F of I request for the number of dentists,hours worked and number of patients in the Pembrokeshire area back in 2022.This was supplied by the Health Board and i placed the information on a private Facebook site (January 2023)looking to improve access to Doctors/Dentists in the Pembrokeshire area.I Have just been informed by Facebook that my posting contains sensitive information and has been deleted. On looking back at the response to my F of I request i note in the small print there is a statement that this information should not be shared with anyone.Surely this goes against the spirit of the F of I Act which is to encourage information getting into the public domain.I could get all 175 members to send in the same request so we all get the information but this seems a waste of time for us and the Health Board.Could you confirm that placing a non disclosure on a Freedom of Information request is standard and is acceptable to the Ombudsman.
10/05/2024
I recently submitted a freedom of information request on 11.03.2024 to Harrow Council. According to Harrow Council FOI policy, I would receive the request within 20 working days. I have not received the requested information to date. Therfore I am requesting÷ 1. I am requesting for all the highways and streetworks reported incidents on Long Elms, Harrow Weald, Middlesex from 01.10.2023 to 01.03.2024 made to Harrow Council. 2. All streetworks and routine inspection schedule reports, enquiries and dates also to be included by email.
I refer to previous correspondence under your case reference : 00000522. It should be noted that to the date of this request PHSO has failed to resolve the dispute (which includes its premature and unlawful destruction of material) through its alleged internal processes and has not complied with the Pre-Action Protocol Practice Directions. In accordance with advice from ICO I make the following new request: Please advise what information your legal team holds as regards : (a) the Alternative Dispute Resolution process in relation to litigation ; (b) the reason why it considered that process to be inappropriate albeit it would keep it under review.
22/11/2023
I refer to the written evidence of the Continuing Healthcare Alliance, submitted to, and published by, the Public Administration and Constitutional Affairs Committee ahead of their annual scrutiny of PHSO held yesterday (Reference HS009). Paragraph 3 of that evidence indicates that PHSO has held regular meetings with the Alliance. However the submission does not make clear the date these meeting commenced. I request the following information: 1. What date was the first meeting held and where 2. On what dates did any subsequent meetings take place and where. 3. Of the 20 members of the Alliance, how many actually attended each meeting. 4. What is the proposed frequency of future meetings 5. Please confirm whether the attendance of PHSO and the members of the Alliance was remote or in person. 6. Were formal minutes of the meetings taken and subsequently agreed.
02/02/2022
I request, under the Freedom of Information act, copies of all the internal policies and procedures by which my case review was conducted.
I see from your response ref. FOI114 that the number of service complaints you received in recent years has fallen dramatically (88% in two years). 2017/18 - 1013 2018/19 - 212 2019/20 - 122 https://urldefense.com/v3/__https://www.whatdotheyknow.com/request/complaint_about_phso*incoming-1719083__;Iw!!Bz5xbZak!n_ek4OhI7T-9GC8GCkAQwaBwAHPogtDzypDxZs5wxsieeNopW_4Enl3hfFJgID7nfLwxrXDWNHs$ 1. Please provide information relating to the steep fall in service complaints. If a conscious effort was made to reduce the number of service complaints, please provide details of any plans, strategies or measures implemented designed to bring about the fall. 2. If the fall has been commented on by board members or other senior key personnel please provide details.
27/10/2021
I see from your table 'Complaints about the NHS in England 2020/21' that only 3 complaints* were resolved with the agreement of the complainant after detailed investigation: 'Detailed investigations resolved with the agreement of the complainant' * column J row 2912 https://www.ombudsman.org.uk/publications/complaints-parliamentary-and-health-service-ombudsman-2019-20-and-2020-21 1. How many complainants do the 471 complaints you 'accepted for detailed investigation' relate to? 2. Please provide the number of these complainants who were: i. offered mediation; ii. offered mediation and accepted it; and iii. Offered mediation and refused it. 3. Please also provide the number of these complainants who accepted mediation but did not accept the outcome of the mediation. 4. Please provide all recorded information explaining your rationale for offering mediation to complainants whose complaints have been 'accepted for detailed investigation'.
14/09/2022
I should like a summary of the number of complaints your office has handled in the last five years together with the number of those complaints that have been upheld.
I understand from a blog Mr Behrens shared, entitled On Ombudsman in Peril, (link below), that he made a trip to Ukraine via Poland in December 2022. I would be grateful if you could provide answers to the following questions regarding the trip:- Who funded the trip to Poland and Ukraine, and separately who funded the travel? - IOI, UK taxpayer, WA Ombudsman Chris Field, or funding from another source (if so, please name)? What expense was incurred? Was the trip made with the prior knowledge and permission of the UK Government? Did the Ombudsman use civilian aircraft? Referring to the title of the blog, An Ombudsman in Peril, did the trip to the war zone have to be vetted first by the UK government? Did the Ombudsman attend any meetings in Poland, who with, what were the outcomes and where can I find the reports of any such meetings?
26/04/2024
I understand from my MP that the government are considering what form the rollout of the cap on adult care fees will take in Oct 2025 Please can you provide me with the dates and attendees of any meetings the DHSC held or attended where this was discussed. Please can you also let me have details of any action agreed in said meetings. Please can you also provide the total budget allocated by the DHSC to bring this policy into fruition and who at the DHSC is responsible for delivering this policy. Please can you provide the information for the last 12 months. If you have any queries or need anything else from me, please let me know.
01/04/2022
I understand that around 2007 or 2008 a patient has brought a complaint to the Ombudsman against an NHS Primary Care Trust, asking for their private dental costs to be reimbursed after they have failed to find an NHS dentist, quoting NHS’s statutory duty to provide sufficient dentistry to meet the needs of the population. I understand the patient was successful and the Ombudsman has instructed the NHS to pay the patients’ private dental care costs at the time. I am keen to find the details of the case – not necessarily any personal details, but the details of the complaint itself and the judgement ideally. The case archive on your website does not go back this far, but I was told by one of your colleagues that you might be able to supply me with a redacted copy of this case – could that be possible?
I understand that at some point in the last 5 years, the PHSO changed its complaint policy so that the, formerly named Review and Feedback Team, were no longer involved in the review of service complaints. 1.I'd like to be provided with information showing when that change occurred. 2.I'd like to be provided with information showing how this change impacted the number of service complaints that were upheld, partially upheld, and undertaken. Information that would show this might including something like the following: data from the 6 months before the change in policy, and data from the 6 months after the change in policy, showing how many complaints were made, if they were considered, and how many were upheld/partially upheld.
I understand that case summaries/decisions are currently available from February 2014 to December 2015 and from April 2021 up to October 2022 on your decision portal, but I am requesting details of all complaints against North Middlesex University Hospital Trust from January 2016 to March 2021 and from November 2022 to January 2023, that are not available on these sites for the intervening dates.
I understand that the DVLA now interpret an exceptional case as a person who has passed the exceptional case criteria and driving assessment, not someone who meets the ten mandatory criteria. This may affect the audit results. The DVLA were requested by the PHSO to carry out changes to “exceptional case” procedures, then audit those changes. Question: does the term “exceptional case” in PHSO case P-001082 and the document Visual disorders: assessing fitness to drive refer to: • applicants meeting the ten exceptional case criteria supported by written evidence from a medical professional and, former exceptional case drivers whose licence has been restored, or • only drivers whose licence has been restored after assessment at a DVLA approved Centre, or by the Courts?
I understand that the PHSO is operating a reduced service which focuses only on the more serious complaints that people bring to you and which may have big impact. So that I may be fully aware, could you please provide further information about your reduced service, the types of complaint you now will only investigate and how long the reduced service will remain. I have been approached by a number of people concerned at misleading ratings being given by the CQC. I am sure the PHSO will appreciate that when choosing a service overseen by the CQC their rating is paramount. If it is inaccurate this places the service user at risk. That rather defeats the object of the CQC! Please confirm inaccurate ratings is something the PHSO would still investigate since the impact is very significant.
11/05/2023
I understand that your (joint) emerging concerns protocol is set out here: https://www.cqc.org.uk/what-we-do/how-we-work-people/emerging-concerns-protocol The first use of this (led by the PHSO I understand) was against University Hospitals Brimingham Foundations Trust, according to an article in the Independent on 10th Feb 2023. https://www.independent.co.uk/news/health/health-ombudsman-warning-nhs-birmingham-b2279733.html This report was then discussed at Solihull Council on February 15th 2023. David Melborne (obo UHB) stated that the existence of the emerging concerns had been "leaked" and were being dealt with in conjunction with NHS England. https://eservices.solihull.gov.uk/mginternet/ieListDocuments.aspx?CId=412&MId=9716 May I therefore request: 1. All documents (e.g. emails) relating to the meeting(s) convened under this particular emerging concerns protocol. For example, the initial invitation setting out the essential concern, dates, invitees (e.g. NHS England etc), agendas, minutes, and other details as set out in the above protocol. https://www.cqc.org.uk/what-we-do/how-we-work-people/emerging-concerns-protocol#requirements 2. All email correspondence between the PHSO (as lead) regarding the outcome of these meetings - such as the recommendations for improvement, and the response of UHB (if any) following receipt of these recommendations. 3. There does not appear to any reference to this ECP on your website - with information solely coming from the Independent. Does the PHSO have a policy regarding the publication of a press release or similar upon commencement/ending of any emerging concerns protocol investigation? 4. What is the current status of the investigation? In other words which of the three listed RRP outcomes is the current position?: Take no further action Further intelligence work required Regulatory intervention / action is required / agreed 5. Are there any other ECP investigations ongoing? If you require any clarification do not hesitate to contact me.
I understand your caseworkers are incentivised through a performance management framework, which offers pay progression to caseworkers who continue to perform to expectation over a number of years. I am writing to you under the Freedom of Information Act 2000 (“the Act”) to request a copy of the said performance management framework, and all documents you hold in this respect.
06/09/2024
I was able to find 2023 SAR figures on you disclosure log on your website. However, I am writing to request the total number of FOIs and SARs recorded by your organisation for the period April 2023 to June 2024
23/09/2024
I was also mentioned I could challenge the Ombudsman. How does that work please? Please send me details, however I can’t pick that up until October now.
I was told that your organisation – the Parliamentary Ombudsman service – has petitioned to Parliament to remove the need for citizens to get MPs consent to bring a complaint about a Department to yourselves. I wish to get the debate/details/information on these Parliamentary petitions or the efforts your service claimed you have went to in order to remove these constraints on the public bringing about complaints.
15/08/2023
I was wondering whether the 2023/24 employee pay review has now been finalised and implemented. Freedom of Information Questions 1] Please state the effective date (day and month) of your organisation’s 2023 pay review covering Department staff below Senior Civil Service level. 2] If the 2023 pay review has yet to be finalised please state the month in which you anticipate it will be concluded. 3] Please state the employee group/s covered by the 2023 pay review. 4] Please state the total number of employees covered by the 2023 pay review. 5] Please provide a copy of your 2023 pay agreement (if applicable) or generic pay circular sent to employees (that is one that does not identify any individual employee) outlining the outcome of the latest pay review if there are no collective negotiations. 6] Please state the % consolidated basic pay rise received by the lowest-paid adult employee as a result of the 2023 pay review excluding the effect of any incremental progression, merit pay or bonuses. 7] If an employee’s annual pay award is determined solely according to an assessment of their individual performance (commonly known as a merit increase) as opposed to an across-the-board pay rise (where all employees generally receive the same increase irrespective of their individual performance) please state the percentage of the paybill allocated to fund these awards, the average increase and whether or not the awards are consolidated. 8] If any employees were eligible for one-off individual performance-related payments or bonuses over and above the general pay rise please state the range of awards (either as a percentage of their base salary or a cash amount as applicable) and the overall % of the paybill allocated to fund them. 9] Please state the overall paybill increase as a result of the latest pay review expressed as a percentage of the paybill. 10]. Please state the name of the union/unions party to your main collective agreement covering pay and conditions if there are collective negotiations. 11] Please provide the name and contact details of the person/s responsible for overseeing your organisation’s annual pay review.
I whould like to request a copy of the document provided by a go who then used this to enter me onto the violent patient register l look forward to as rapid response as possible but I am aware how busy you are and please don’t think it’s not considered thank you [redacted]
10/08/2022
I will be grateful for access to your organisation's policies on unconscious bias with reference to execution of your organisation's ombudsman functions.
I wish to make a FOI request, regarding the timing and handling of requests for information by the PHSO. I do not require any personal information about these requests, but simply documents showing, of the following requests, when the request was made, when it was assigned its MP-DSR number, and when the person requesting this information received a response to their request. The requests in question are: MP-DSR -211441 MP-DSR -211442 MP-DSR -211443 MP-DSR -211444 MP-DSR -211445 MP-DSR -211446 MP-DSR -211447 MP-DSR -211448 MP-DSR -211449
I wish to make a Freedom of Information request. I wish to know how many Subject Access Requests the PHSO has received during the pandemic - let's say from the beginning of March, 2020.
26/06/2024
I wish to make the following FOI request: 1. available information regarding the reasonable adjustments that can be given to users of your service,. 2. what understanding is there from staff in adapting their responses and service offer to service users (examples are if not sure how to handle reasonable adjustment or make, what internal guidance can b sought etc.)
I wish to see the breakdown of complaints about the above 3 government bodies (Complaints about CAFCASS, the Ministry of Justice and HMCTS) for the years 2019,2020, 2021, 2022 and 2023. i.e. Total amount of complaints, amount upheld, partially upheld and rejected.
I wish to submit a request for information under the Freedom of Information Act. The information can be provided to me via email using the details provided. The information required is as follows: Annual figures for the period 2015 – 2022 for the number of cases handled by the Parliamentary and Health Service Ombudsman which involve cases where Continuing Health Care Funding has been withdrawn for a person suffering from Alzheimer disease or dementia. This information should include the percentage values for these cases where the complaint was upheld.
I would also like to make a FOI with regards to the PHSO remit since its inception to date, showing the changes to its remit on each/either change of Ombudsman or restructuring policy changes. I would like this to be fulfilled in layman's terms so I can understand in inclusions, exclusions and enquiries PHSO can deal with and what they can't deal with? I would especially like to know about this permitted 'discretion' on whether to look into a particular case as this imho could mean this remit can be circumnavigated. Please can you provide me with a list of these permitted discretion cases? Can you also provide the Board members, level of funding of PHSO, how many employees and how many complaints are looked into? I would also like to know the level of complaints raised about the PHSO and the timeframes it's taken for PHSO to respond?
21/03/2022
I would appreciate if you could give me the name of the surgeon you used to help with the report.
14/08/2024
I would appreciate statistics on the outcome of patient complaints handled by your organisation. Specifically, what percentage of complaints have been upheld?
22/03/2022
I would be grateful if the PHSO's FOI team would supply to me information for the number of complaints regarding the MPS for the time period June 2015 – December 2021 Therefore, an addition to my request for information on MPS complaints to the PHSO,-I would also be grateful if the PHSO FOI team (in its administrative review response),-to tell its answers to my following questions: q.1) would 'withdrawn' 'discontinued', 'closed', and/or 'settled' be the other destination outcomes of DBS complaints that the PHSO investigated? If your answer is yes, or no, then please supply to me : i.) information for the number of complaints regarding the DBS for the time period June 2015 – December 2021, that were: : .'withdrawn', 'discontinued', 'closed', and 'settled'; and, ii.) information for the number of complaints regarding the MPS for the time period June 2015 – December 2021, that were: upheld, not upheld ,'withdrawn', 'discontinued', 'closed', and 'settled' . q.2) is there supposed to be any information contained on pages 3-9, of the attached response document?
01/02/2023
I would be grateful if you could email me a copy of the full details and particulars of your PHSO complaints policy and procedure as previously requested.
06/04/2023
I would be grateful if you could provide me with details of all cases about the CPS and their outcome dealt with by the PHSO in the 2022 – 2023 financial year.
27/06/2024
I would be grateful if you could refer me to the correct department to make a Freedom of Information Request into how many complaints were made to the PHSO concerning health providers in the year 2022-23 and how many were upheld.
14/10/2021
I would be grateful if you could send me a summary of all FOI requests made to the PHSO during 2020 and 2021
I would be grateful if you could supply details of the number of review requests received since this option became available (April 2016) and how many resulted in the Ombudsman’s decision being revised in favour of the complainant. Please show a breakdown, including final Ombudsman decisions. Please also provide the form of words used in Ombudsman decisions to alert complainants to the existence of a review process.
18/11/2022
I would be grateful if you would provide details of your current contract covering reprographics/print arrangements as follows 1. Number of MFDs (Multi-functional devices) & photocopiers at Parliamentary & Health Service Ombudsman 2. Name of incumbent 3. Start/end date of contract (if expired, WHEN do you expect to revisit the marketplace) 4. Details of any extension options 5. What framework / Route to market used 6. Number of regular/desktop printers (in addition to above) 7. Is there a support contract on above, if yes state start/end date 8. Does the Ombudsman have a Print Room 9. If yes, name of supplier, number of devices and start/end date of contract, also details of any extension options 10. Total annual print/copy volumes for (a) mono and (b) colour 11. What print software does the Ombudsman run 12. Who supplies any outsourced print requirements 13. Start/end date of this contract 14. Name of person responsible for print at the Ombudsman
24/05/2023
I would be most grateful if you would provide me, under the Freedom of Information Act, details in respect to the contract below. PR2150 - Provision of a Cleaning Service: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.contractsfinder.service.gov.uk_Notice_d626e9ea-2Ded6b-2D4a37-2D98ce-2D9ddf2c8d54dd&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=De-Itr7Ok_RjTJngODHJM85Mv6BKULHipFnG6qM_84M&s=-53MFnfIRdmi3VOEiedqdlf0Qp-jpA8OJLizUxDxGiA&e= The details we require are: • What are the contractual performance KPI's for this contract? • Suppliers who applied for inclusion on each framework/contract and were successful & not successful at the PQQ & ITT stages • Actual spend on this contract/framework (and any sub lots), from the start of the contract to the current date • Start date & duration of framework/contract? • Could you please provide a copy of the service/product specification given to all bidders for when this contract was last advertised? • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the senior officer (outside of procurement) responsible for this contract? Thank you for your help.
I would be most grateful if you would provide me, under the Freedom of Information Act, details in respect to the contract below. Recruitment Agency framework: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.contractsfinder.service.gov.uk_Notice_a677ff22-2Ddaa2-2D4b32-2Dae87-2D4e2dee83a23f&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=RRYl3QQ0jUXfQVetgB6_esQ_TG1t36UDhCTg97L1G_c&s=J4c4TlUv9XgsiiN5RonUteQSZWCUTjNgZJmGKxeTNDM&e= The details we require are: • What are the contractual performance KPI's for this contract? • Actual spend on this contract/framework (and any sub lots), from the start of the contract to the current date • Start date & duration of framework/contract? • Could you please provide a copy of the service/product specification given to all bidders for when this contract was last advertised? • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the senior officer (outside of procurement) responsible for this contract?
21/03/2024
I would be most grateful if you would provide me, under the Freedom of Information Act, the information requested below. The details we require are: 1) Do you use a social media management platform? 2) If so, what tools do you use? 3) How much do you spend annually on a Social media management tool? 4) Which month & year does your contract with your supplier end? 5)Do you use a social listening / media monitoring platform? 6) If so, what tools do you use? 7) How much do you spend annually on a social listening / media monitoring tool? 8) Which month & year does your contract with your supplier end? 9) Who is the senior officer in charge of these contracts?
23/07/2024
I would like a copy of any decisions/complaints logged with the PHSO in relation to NHS Sussex or NHS Sussex ICB whether these have been recorded on the PHSO web site or NOT along with the reference number
I would like a copy of the agenda and minutes of the PHSO Audit and Risk committee meeting to be held on 3rd July 2024. Please email both documents to this email address as soon as they become available.
27/01/2023
I would like a copy of the following: Your internal service complaint procedure, for example, if the complainant has a complaint to raise against caseworker and the poor service that they have received from that caseworker, what is the procedure to register that complaint with the ombudsman, that is the documentation that I require.
12/01/2023
I would like a copy of the risk assessment put in place by the government when they decided to change my retirement age from 60 to 66 please. The last 4 years have taken a detrimental effect on my health. Was this taken into account before this decision was made? I have been in the care sector for over 30 years moving and handling full time work which has taken it's toll on me. As well as many others in heavy work affecting their health I'd like to see their risk assessment. Thank you
I would like a copy of your complaint's process.
I would like a hard copy of the report, which was issued on 21st March 2024. I am a WASPI and lost over 4 years pension.
I would like all documentation relating to (Redacted) case, all correspondence, including the final Ombudsman's report along with any call recordings. I would also like to know whether (Redacted) medical information was accessed, forwarded by or shared with (Redacted) during this process. As a priority however, I require sight of the final Ombudsman’s report.
12/12/2022
I WOULD LIKE ALL THE INFORMATION ON MR MATT HANCOCK MP CONCERNING ALL COVID INTERACTIONS PRIVATE AND ALLOWED DURING THE COVID PERIODS FROM START TOO FINISH WITH BORIS JOHNSON PRIME MINISTER AT THE TIME WHICH IS OVER THE 2 YEAR PERIOD PLEASE
I would like any records of complaints upheld against this practice, which is currently under special measures and described as 'Inadequate' by the CQC. - Burnham and Barrow medical practice .
28/11/2022
I would like for you to disclose the following information and datasets under the Freedom of Information Act 2000: • The number of complaints received regarding waiting times for first appointments at gender identity clinics in England that extend beyond the legal limit of 18 weeks. • Of these complaints, the number of which were actively investigated. • Of these complaints, the number of which were dropped. I would also like for you to disclose: • Of the complaints investigated, the outcomes of these investigations. • Any emails, policy documents, guidance, or other communications regarding how these complaints should be dealt with by officers. • Any emails, policy documents, guidance, or other communications regarding why cases which were not actively investigated were dropped. In particular, if this data is available, I would like for you to focus on disclosing communications sent to/from Mr Ian Jackson, Director of Commissioning, Specialised Commissioning (London) at NHS England or from any other staff member from Specialised Commissioning at NHS England. I would like for any numeric data (e.g. number of complaints) to be provided as .xls files, and for any written data (e.g. emails and policy documents) to be disclosed as .pdf files.
I would like information on the total amount of money that the PHSO has won for complainants per NHS organisation for the years 2021, 2022, 2023.
02/02/2024
I would like the complaints details as I will be logging a discrimination complaint
20/09/2024
I would like the name of the independent Midwife and Obstetrician who carried out this complaints review and registration details.
I would like the opportunity also to review previous Ombudsman’s decision relating to NHS continuing healthcare which pre-date April 2021.
I would like the University of Manchester to reveal details about the research misconduct investigation steps and details about a case I filed against a University staff member as I have strong suspicious that the University doesn't follow the investigation procedure properly and I have evidence to support my suspicion. I have requested this to University higher officials but in return I was threatened by the University legal team.
I would like to enquire whether anyone could kindly help me out here to acquire information on the annual complaints numbers in relation to people being left without proper urgent care in face of sudden deterioration what I mean here is when previously well functioning adult is left unable to work even walk, look after himself and his/her dependants attending to groceries shopping, cooking and usual daily living activities.
19/04/2024
I would like to find out through freedom of information how many items of patients belongings at Northampton General hospital were lost and reimbursement given from 2023 to 2024.
I would like to have an information about (redacted) who is working at (redacted). Why (redacted) still in Scotland?
23/03/2023
I would like to know how many complaints about Ofsted have been submitted to Ofsted in the last 10 years and of those complaints, how many were upheld. How many of these were referred to the Ombudsman
21/06/2022
I would like to know how many complaints the Parlimentary Ombudsman received concerning the British Film Institute during the period of 2012-18. I would also like to know how many were accepted.
I would like to know how many complaints the Parlimentary Ombudsman received concerning the British Film Institute during the period of 2019-21. I would also like to know how many were accepted.
04/08/2023
I would like to know how many complaints were made to your organisation about Imperial College Healthcare NHS Trust doctors Charing Cross especailly over the last three to four years. Can you confirm to me how many complaints were upheld and if any of the investigations that you undertook were about the Trust medical directors office failure to carry out serious incidents review or properley look in to deaths that were avoidable. Can you also confirm if any of the complainants alleged, that their was lack of duty of candour ,breach of duty of care,fraud,discrmination or the hastening of thier loved one death was caused by the doctors refusal,failure to treat or the misdiagnosis by any of the doctors involved at the Trust.
01/06/2022
I would like to know how many Judicial Reviews of PHSO decisions regarding the Health Service have ever been sought, and how many of these have resulted in any modification whatsoever of the Ombudsman’s decision.
I would like to know how many judicial reviews were launched this year and last year against the decision that were made by your investigating officers. Secondly can you confirm to me how of these many cases proceeded to a full hearing at the high court and were successful. Thirdly can you confirm to me how many cases were reopened by your investigators as a result of these judicial reviews that were launched.
I would like to know how many other people have been caught in this situation. Could you tell me please how many complaints concerning this matter that DVLA have received in the last 2 years? REQUEST AFTER CLARIFICATION: If it is possible to send me the number of complaints DVLA have received for non receipt of documents in the last 12 months that would be very useful.
I would like to know if you have any information available on the ethnicity of the individuals who made the complaints to you about Charing Cross NHS over the last year.
18/05/2022
I would like to know the following information since the beginning of 2016: (i) How many complaints have been progressed to you by complainants who have moved beyond the NCLF internal processes. (ii) The headline issue each complained about. (ii) Whether the complaint was accepted for investigation, and if so whether it was upheld, not upheld (including aspects of the complaint that were partially upheld)
26/09/2024
i would like to know the number of people who received a Toric lens to treat their cataract eye condition which was funded via the NHS. assuming a number of people did receive funding; i would like to know any anonymised demo graphic information you are able to disclose (including age, gender, ethnicity and area of residence/local health authority). ideally, i would like this information for the previous three years if possible (ie since 2021), and for people living in England. Please let me know if i need to request this information another way, and whether there is a charge attached to this request.
14/08/2023
I would like to know whether any of the complaints that were made about Imperial College Healthcare NHS Trust to your organisation over the last two years was about lack of duty of candour, breach of duty of care, fraud by misrepresentation ,falsifying of patient notes, discrimination or the hastening of their loved one death was caused by the refusal, failure to treat or a misdiagnosis.
I would like to make a FOI request for Hospital and GP complaints please. I would like to know: 1. How many Hospital complaints you have received since 1st January 2020 to 31st July 2024 2. How many of these complaints have been upheld 3. How many GP complaints you have received since 1st January 2020 to 31st July 2024 4. How many of these complaints have been upheld
03/12/2021
I would like to make a freedom of information request for the PHSO's specific policy addressing "Unacceptable Behaviour" or "Unacceptable Contact". I am aware of the PHSO's policy of "Unreasonable Behaviour" which can be found here - (https://www.ombudsman.org.uk/about-us/corporate-information/freedom-information-and-data-protection/our-publication-scheme/unreasonable-behaviour-policy). What I am after is any other PHSO policy which specifically addresses "Unacceptable Behaviour" or "Unacceptable Contact" if one exists as these two descriptions were not referenced in the "Unacceptable Behaviour" policy.
I would like to make a freedom of information request for: the number of complaints received by the ombudsman in the year 2021/2022 regarding nhs trusts. The number of these complaints which took over 12 months to investigate. The longest time taken to investigate a complaint about the NHS submitted in the year 2021/2022.
03/06/2024
I would like to make a freedom of information request please: I note that the Parliamentary Health Ombudsman only investigates “serious” complaints. This appears to be a recent service change effective 21 March 2024 (https://www.ombudsman.org.uk/service-update). Recently, my complaint about my GP was denied and not investigated by the ombudsman as it was not considered “Serious”. Please can you provide me the follow information: 1. Which section of the legislation limits the Ombudsman’s responsibilities to only investigation “Serious” complaints 2. Which section of the legislation allows the Ombudsman to limit their investigations and action to only “more Serious” complaints. What is the legal basis of the service change announced 21 March 2024 3. In absence of investigating all complaints, how is the Ombunsman fulfilling their legal obligations and duties as set out in legislation (Parliamentary Commissioner Act 1967 and Health Service Commissioners Act 1993) 4. What risk assessment, stakeholder management, approval or other assessment was performed prior to limiting the investigatory services as communicated in the 21 March 2024 service update 5. Who approved the limiting of investigatory services as communicated in the 21 March 2024 service update 6. A copy of the policy and/or associated guidance which states that only “serious” complaints should be investigated and actioned 7. A copy of the policy, procedure, guideline or other formal document which defines “Serious” or “More Serious” in relation to complaints 8. A copy of the policy and/or associated guidance which defines “significant injustice” which forms part of the basis of “more serious” complaints 9. A copy of the policy, procedure, guideline or other formal document which defines the process by which complaints are assessed for whether they meet the threshold of “Serious” or “More Serious” or “Significant Injustice” 10. Complaint Data from the last 12 months: a. The number of complaints received b. The number resulting in an investigation 11. Complaint data since implementation of the new handling process (21 March 2024): a. The number of complaints received b. The number categorised as “More Serious”, “Serious” or “Significant Injustice” c. The number categorised as “Relatively Minor” d. The number resulting in an investigation 12. What (if any) other mechanism does a patient complaining about an NHS service have to escalate a complaint to outside the Parliamentary & Health Service Ombundsman
11/09/2023
I would like to make a request for the following information relating to the authority's current Multi-Functional Devices and printing/scanning services contract(s) 1. What services are included in the contract(s)? (e.g. printing vs scanning etc)? 2. Which supplier is delivering them? (If in-house, please confirm or if multiple provider please identify them)? 3. How many contracts does this entail and what's the award value for each? 4. When do these contracts expire and do they have any extensions? 5. What is the annual volumetric data (split by Annual Mono and Annual Colour print)? 6. What is the total number of devices supplied? 7. What Managed Print Service software solution do you use? 8. How many Mono MFDs and Colour MFDs do you have? 9. What document management solution do you use? 10. What High Volume printing devices do you use? 11. Were any framework agreements used to procure the goods/services? If so, which ones? 12. Any documentation you can provide me with, e.g. the order form? 13. What department is managing the contract and who's the decision-maker? 14. How many Adobe Acrobat (standard, professional and reader) licenses do you have? 15. What is the annual cost? 16. When is the renewal date? 17. Who is responsible for the contract? 18. Do you use any other PDF editing tools?
I would like to make a request to discover turnaround times (TATS) for imaging reports. Diagnostic Imaging Reports. Specifically Dexa bone scans. ie from the date of a scan to the actual report going out to GP/patient. I would like to see the TAT results for hospitals within England. I would like the information sent via email.
I would like to make a request under the “Freedom of information act” if I (Detail redacted) has previously or still is on a list or had a marker with Cumbria county council or Cumbria Constabulary? I have previously requested this before through the Authorities but was not given any. I would also like to make a request if “Research without consent” is legal in the United Kingdom? And also “brain chip implanting” without consent?
I would like to make a request under your process for the following information: 1) Please can you tell me what and how much legal understanding does the Rht member for Banbury and the Attorney General for the United Kingdom Mrs Victoria Prentis have? 2) What qualifications she has. 3) Does this knowledge and experience cover acts such as the Homelessness, reduction of homelessness acts also the the legal standing of the financial conduct authority or even legislation designed to ensure local Members of Parliament ensure they interact with their (proven in many ways) constituents lastly for this request as this email also proves she has broken other laws, is she aware of the Parliamentary Ombudsman and its processes (including legislation) and time involved in the process? Many thanks to you and all information management personnel in the CC for your professional behaviour I appreciate this request has a 30 day limit like the Ombudsman request below and the person must be very busy but surely this information cannot be classed as unable to disclose as her job and title requires the said data, so it must be very easy and lawful to attain from her?
I would like to make an FOI request for all information held by the Local Government& Social Care Ombudsman, case number 21 004 019. I would like to see all correspondence, telephone records, documents, pictures, notes and anything connected with the case.
22/08/2024
I would like to request an internal review Your request: “I would like a copy of any decisions/complaints logged with the PHSO in relation to NHS Sussex or NHS Sussex ICB whether these have been recorded on the PHSO web site or NOT along with the reference number.” Reason for internal review “Case-related information of this nature is exempt under the Freedom of Information Act 2000 as per Section 44(1)(a), because disclosure is prohibited by another enactment. Section 15 of the Health Service Commissioners Act 1993 state that information obtained for the purposes of an investigation shall not be disclosed unless one of three conditions is met. None of which can be met by a request under the Freedom of Information Act 2000 (see guidance from the Information Commissioner’s Office).” I am happy to accept anonymous data inline with document provided NHS Organisations Table 2022-23.pdf (ombudsman.org.uk) but I would like clarification “We publish data relating to organisations we investigate” which is not the case not all complaints investigated are published can you confirm this? I requested complaints related to NHS Sussex or NHS Sussex ICB but you have referred to NHS Sussex Health and Care this is not the same organisation https://www.sussex.ics.nhs.uk/about-sussex-health-and-care/who-we-are/ “The four statutory partners in the Sussex Health and Care system are: • NHS Sussex • East Sussex County Council • West Sussex County Council • Brighton & Hove City Council” NHS Sussex Health and Care is a partnership group which NHS Sussex is a part so see table below from the NHS Organisations Table 2022-23.pdf (ombudsman.org.uk) The most recent table on our website is for the year 2022-23. NHS Sussex ICB is Organisation Complaints Received Sussex Community NHS Foundation Trust 18 Sussex MSK Partnership East 1 Sussex MSK Partnership Central - Brighton 1 NHS Sussex Health and Care 23 Sussex Partnership NHS Foundation Trust 100 East Sussex Healthcare NHS Trust 76 Surrey and Sussex Healthcare NHS Trust 33 University Hospitals Sussex NHS Foundation Trust 144 As there are 23 complaints received then the complaints against NHS Sussex should be split out from these complaints and the numbers provided As this is anonymous data then the number of these complaints which ended up on the PHSO website could also be provided for NHS Sussex along with a total for those that were not added to the web site along with the reason why not on the website e.g. error by the PHSO in carrying out the investigation etc which would not breach section 44 (1) or 15 Provide a similar listing for the complaints for 2024 (7 months), also indicating if on the web site this should not be an issue as there were only 23 for the whole of 2022-23 Doing a search on the PHSO webisite https://decisions.ombudsman.org.uk/search?jurisdiction=health for NHS Sussex Health and Care, Your search returned 49 results. None related to NHS Sussex Health and Care so were any of the 23 complaints logged on the PHSO website?
12/09/2024
I would like to request details of previous complaints against Judge {redacted} at the Walsall County Court under the Freedom of Information Act. I am in the process of following up a case against this judge due to the fact that she has: • bullied my daughter and caused her to have a severe relapse of mental health problems. My daughter has ADHD, autism, depression and anxiety. The judge was fully aware of this and made attending the court process as difficult as possible causing my daughter to have a severe panic attack during the process; • Judge {redacted} then made fun of her and continually made sarcastic comments (all of this evidence is available as it was recorded by the court). • As well as abusing my daughter’s disabilities the judge in question also gave my daughter’s property to the defendant in the case, despite the fact that we were told that the defendant had to pay so that the article could be made fit for purpose. I believe this to be illegal so need to know if this judge has a previous history of doing this.
28/10/2022
I would like to request information regarding how many complaints received by the ombudsman, relating to HMRC tax credits overpayments were investigated between 2019-2022. Can this include how many were upheld and how many were not upheld. Where possible, can brief summaries be provided about the reasons for the decision.
I would like to request that the following information may kindly be provided. Total number of employees (of all cadres and designations) at the office/s of Parliamentary and Health Service Ombudsman.
I would like to request the details of all the investigations the Ombudsman has carried out into the National Highways , Highways Agency or Highways England over the past 10 years. How many of these investigations were full investigations and how many the ombudsman decided not to investigated.
14/10/2024
I would like to request the following information: Data you have on complaints brought against gas companies over the last ten years (or failing that as large a time frame as possible).
29/11/2022
I would like to request the following information: • The Parliamentary and Health Service Ombudsman’s (PHSO) knowledge strategy; • The PHSO’s information management strategy; • If the PHSO does not have any document expressly titled knowledge or information strategy, then any corporate document that concerns identifying and sharing learning from your work.
23/02/2024
I would like to submit a freedom of information request in respect of complaints about NHS in England for the following: Please email me with the number of complaints submitted to the Parliamentary and Health Service Ombudsman in 2022 and also in 2023. I would like to be emailed with how many of these complaints were actually investigated (not closed after initial enquiries) by the Parliamentary and Health Service Ombudsman? I would like to be emailed with how many of these complaints were upheld by the Parliamentary and Health Service Ombudsman? Please can you also email me with the length of time taken to investigate these complaints excluding those closed after initial enquiries?
I would like you to send me a copy of your complaint procedures and equality policies.
I would please like you to tell me what the [average] monthly caseload has been for the senior caseworker(s) of the Parliamentary and Health Service Ombudsman, from September 2023 until August 2024.
19/07/2023
I write under the Freedom of Information Act 2000 to request the following information: The PHSO published Code of Conduct states: “PHSO recognises that employees need clear guidelines as to the standards of behaviour and conduct expected of them. PHSO has a number of policies regarding matters such as; use of internet, dignity and respect and health and safety, etc.” (version 1.0, 31 March 2019) - link below. https://www.ombudsman.org.uk/sites/default/files/PHSO_Code_of_Conduct_March_2019.pdf 1. Further to the above quoted PHSO Code of Conduct, please provide up to date recorded information on current applicable policies and guidance, including copies of the policies and guidance. The PHSO webpage entitled: “Our commitment to acceptable behaviour”, under the heading “Making sure our service is accessible to those who need it”, states: “We will make sure that we meet the requirements of the Equality Act 2010 and the Public sector equality duty. This includes considering adjustments for disabled people and people living with a long-term health condition or impairment. Our employees are trained to handle difficult situations appropriately and are expected to understand the causes of challenging behaviour.” A link to the webpage is provided below. https://www.ombudsman.org.uk/about-us/corporate-information/freedom-information-and-data-protection/our-publication-scheme/our-commitment-acceptable-behaviour 2. Please provide recorded information - copies of policies, processes, procedures, protocols, and guidance used / followed by the Parliamentary and Health Service Ombudsman (and PHSO personnel) applicable to dealing with disabled complainants, including considering adjustments for disabled people and people living with a long-term health condition or impairment, and ensuring compliance with the requirements of the Equality Act 2010 and Public sector equality duty. 2.1 This includes PHSO recorded information on appropriate handling of disability-related ‘difficult situations’ and recorded information on understanding the causes of disability-related ‘challenging behaviour’. 2.2. This includes recorded information on ‘anticipating adjustments’ as referred to in paragraph 1.48 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021) - link below. This is identified as a policy requirement. https://www.ombudsman.org.uk/sites/default/files/Service_Model_Main_Guidance_19.0.pdf 2.3. This includes recorded information on ‘requests for reasonable adjustments under the Equality Act 2010’ as referred to in paragraphs 1.42 to 1.47 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021). This is identified as a policy requirement. 2.4. This includes recorded information on ‘physical and mental health conditions’ as referred to in paragraphs 2.56 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021). This is identified as a policy requirement. 2.5 This includes recorded information on ‘considering equality issues in deciding whether to take action under the policy’ as referred to in paragraphs 2.13 to 2.17 of the PHSO Service Model Policy and Guidance: general guidance (version 12.0, 3 July 2020) - link below. This is identified as a policy requirement. https://www.ombudsman.org.uk/sites/default/files/Service_Model_general_guidance_V12_July_2020.pdf
16/05/2024
I'm making a request for information under the FOI act. Please provide data on last two years, how many people complained about ICB refusal to fund plastic surgery ie thigh lift tummy tuck and breast enhancement all Data from the NHS. How much compensation did you award for the period of time mentioned Did you over turn any desions from cases received. How much compensation did you award for the period of time mentioned
22/04/2022
I'm requesting the latest wating times and list information from 2021 to 2022 from the laurels gender clinic in exiter Devon under the freedom of information act 2018 as set by law. I also request the information as it is public information please don't come back to me saying you can't supply this information as I know you can under the public information act
09/01/2024
I'm surprised to hear that your board members are not concerned with standard of service that you provide. Would you be kind enough to tell me what exactly they do do, and how much are they paid by us for doing it?
i) Was the Parliamentary Ombudsman asked to investigate any complaints pertaining to any aspect of the abandoned Benefits Payment Card/Horizon project? (Complaints may have been levelled against the Department for Trade and Industry, Department for Social Security, HM Treasury or the Cabinet Office?) ii) If so, please can you release any findings made by the Parliamentary Ombudsman in relation to the cancelled BPC/Horizon project?
If a GP is found to have acted contrary to Regulations and Conduct by PHSO Decision --what is your process powers for dealing with a GP that refuses to adhere to your Decision, often resulting in immense stress /adverse situations to the patient who has complained to you?
If this is not the policy relating to consent, please forward the relevant policy for me to consider.
11/10/2024
If you are refusing produce a report to parliament or reassess your conclusion, the public has a right to know who is (unfairly) performing the functions of the PHSO, and I require from you as a freedom of information request, a full list of the individuals who worked on and/or who had theoretical influence over this investigation.
If your complaints process were spoiled in order to trash a complaint, through fabricating delay for example, what recourse is available to the complainant? Is your internal complaints process up to the task or, is it for some other authority to investigate such a complaint? Kindly supply me copy of your policy document dealing with the above.
02/09/2022
In 2014 you confirmed that no clinical advisers had conditions placed against them by the GMC: 'I can confirm that PHSO does not have any clinical advisers working for it with conditions placed against them by General Medical Council. Clinical advisers are asked to notify PHSO if any such conditions are placed.' Please provide the number of clinical advisers* you currently have and how many of them have conditions placed against them by the GMC. * I am using the term 'clinical advisers' broadly. I also seek information on 'senior clinical advisers' and any other medically qualified doctors who work for you in relation to complaints from members of the public. Please also provide the number of doctors with GMC conditions that you offered work to since April 22.
08/06/2023
In 2021/22 PHSO carried out 6,760 primary investigations. How many of those investigations resulted in: 1. a partial uphold of the complaint 2. a full uphold of the complaint 3. a further detailed investigation 4. closure with no uphold
In a recent article in HSJ Rob Behrens discusses a 'portfolio of professional training' and the 'creation of an Ombudsman Academy' (the first in Europe). 1. Please provide all held data with regard to the Ombudsman Academy. 2. In particular who sets the curriculum and who accredits the standards.
In a straightforward request for clarification of PHSO complaints procedure, I was discourteously rejected response—despite its potential value to complainants. The PHSO FOI duty considered this request was “Vexatious” though opaque decision-making. Since there seems to be a contentious point here in PHSO use of “Vexatious” and its judgement of the term: (1) Please can you provide information to say what the PHSO defines as vexatious or vexing to PHSO staff individuals or to PHSO corporate body? (2) Can you produce any documented standard or researched information on what a Complainant may consider as being vexatious to them, as victims and, potentially, disabled victims? (3) Is there any PHSO research material considering the effects on the complainant (a party minor in opposition) of vexatious responses in the pursuance of their complaint, and its effect in contributing to potential frailty (through injury), and being in unsupported position. I gave reason for my new ‘similar’ request, and I apologised at the start that I was asking this question again, because: • A PHSO procedure may have been newly instigated or improved without notice. • I’d had confused, dismissive responses to previous FOI requests on the subject. • I’d been the victim of the lack of such procedure. • Apparently PHSO was claiming exemption from rules applying to UK service suppliers, where product or service was of poor standard, was defective, injurious or unfit for claimed purpose.. • In other words, a PHSO idiosyncrasy that there’s no expectation of access to formal procedure addressing service quality and, without such: • No transparent way of assessing deficient quality, whereby complaints would be accepted graciously, logged as complaint, acted-on, or aggregated for assessing quality of responses and independent verification. • And I stress the need for Independent verification, without connotation of illusory ‘vexation’ placed on the enquirer, who suffers ‘vexations’ without means of redress through PHSO deficit. Thus: (4) How does the PHSO report internal reviews of complaints for Quality purposes i.e. including corrective actions and efficacy of such? (5) How does the PHSO report (unrecorded, unidentified, unmonitored) complaints and its actions, for external assessment e.g., in its claimed Quality Procedure operation; then in annual scrutiny by Govt. Accountability Committee (i.e. PACAC), being the end point for PHSO quality assurance in terms of effective, transparent process and cost and value to taxpayers in maintaining their trust in Services. CONTEXT ; to help FOI group understand and appreciate questioning: • I question this where the PHSO has repeatedly crossed fragile, potentially serious, boundaries of citizens’ rights for fair hearing, fair treatment and respectful conduct in recognition of potential calamitous and life-threatening experience—tactics seeming to target complainant’s mental health; there is zero accountability or corrective action, showing an insensitive and indifferent attitude in contempt of expected PHSO behaviours. • Nota Bene: To assist the PHSO understand context in original FOI questions, I quoted several instances where this might happen (abuses) in the course of its dealings with those feeling exploitation and mishandling by Govt. Services: • Where PHSO claims being non-prejudicial in investigations—for example here, into NHS maladministration and process failure where this was seen and experienced by a complainant offering the evidence as reasons for advising Govt. Services. • Where complainants also have boundaries and tolerances, overlooked yet intensified by their experiences. PHSO claims of “Vexatious requests” will illustrate further complaints of opacity and lack of capacity by PHSO. Why’s it so hard for PHSO to understand? TO PHSO, ICO, PACAC, WDTK: I feel that that my questions are very strictly necessary and to-the-point. The Context is an essential element.
23/11/2021
In addition, I am asking that you either forward these statistics, or if you do not hold them, state why you do not hold them and state exactly where they are kept and where they are obtainable for: (a) the number of challenges against PHSO decisions in relation to disputes against the NHS [ such as mine ] that are made per annum, (b) the number of those challenges against PHSO decisions in relation to disputes against the NHS in (a) whose outcome by 'Raft' goes against the original PHSO decision [ ie are successful from the point of view of the challenger] , (c) the proportion of those challenges against PHSO decisions in relation to disputes against the NHS in (b) whose outcome is upheld by 'Raft' [ ie are not succesful from the point of view of the challenger] are then subsequently challenged by legal action, (d) the proportion of those challenges against 'Raft' decisions in relation to disputes against the NHS that are legally challenged in (c) which are successful from the point of view of the challenger. (e) whether or not there is a time limit for how long the personal data is held on your system and if there is, what the duration is.
In each of the past five years please can you provide the number of complaints: • Received in relation to the Code of Practice for Victims of Crime • Investigated in relation to the Code of Practice for Victims of Crime • Upheld in relation to the Code of Practice for Victims of Crime
In fact I would like to know the number of complaints that were actually accepted in the last 12 months
04/11/2024
In light of this, I am requesting the following data for the past two years (either calendar years or the last 24 months): 1. How many total complaints were received by the PHSO? 2. What number and percentage of these complaints resulted in an investigation being concluded? 3. Of those investigations, how many and what percentage were: a. Upheld? b. Partly upheld? Furthermore, I request the same information for complaints specifically relating to the Ministry of Justice (MoJ) over the same time period: 1. How many complaints concerning the MoJ were received by the PHSO? 2. What number and percentage of these complaints resulted in an investigation being concluded? 3. Of those investigations, how many and what percentage were: a. Upheld? b. Partly upheld? Additionally, I understand that the PHSO is authorised to investigate complaints against UK government departments, including the Ministry of Justice, under the Parliamentary Commissioner Act 1967. This remit would also cover complaints about administrative failings by the Ministry of Justice and its agencies, such as the Judicial Conduct Investigations Office (JCIO) and the Judicial Appointments and Conduct Ombudsman (JACO). If this is not the case, I request a clear explanation as to why these organisations are exempt from investigation and why this information is not clearly reflected on your website. Clarity on this matter is essential, and the public should not be misled by inaccurate or incomplete information about your regulatory powers.
25/04/2024
In March 2024 Rob Behrens put out a statement: My reflections on being an Ombudsman. https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/sites/default/files/Rob_Behrens_Reflections_Ombudsman_March_2024.pdf&data=05|02|informationrights@ombudsman.org.uk|33a78820cf334bab29ea08dc5e2a072e|7c88cec864114f329333cf6877fd3515|0|0|638488781814557472|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=gSIjJxkutw3C6EaBv2DPWk3OBQo+XtZ37KHJEdyZIjc=&reserved=0 He included the following text with regard to staff training and development. "In my period of office, we have launched a comprehensive revised programme of training and development of our staff. We have introduced an accreditation scheme for senior case-handlers. We have set up a new Ombudsman Learning Academy, where new colleagues spend 10 months learning and practising their roles. It now has more than 100 graduates and has changed the culture of our service. Last, and following this lead, we launched in Manchester in January 2024 an International Ombudsman Institute Learning Academy with a mediation skills programme for case-handlers in six counterpart countries." 1. Which body provides accreditation used to train senior case-handles in the new Ombudsman Learning Academy? 2. Who sets the curriculum for the new Ombudsman Learning Academy? 3. Can you provide public access to the curriculum content used? 4. Which body provides accreditation for the International Ombudsman Institute Learning Academy which covers mediation skills for case-handlers in six counterpart countries?
In order to ensure my understanding is correct I would very much like to submit the following supplementary questions: [A table of data provided by the PHSO in response to a previous FOI request appeared here in the requestor's email to us. The reference number for that request is 00001047.] 1. As the Complaints closed prior to detailed investigation (35151) is higher than the total Complaints received (35103) can we assume that the difference (-48) would relate to complaints received prior to 2022 but closed in 2022? 2. If only 615 of the 35103 complaints received in 2022 were passed for detailed investigation, this represents less than 2% of the complaints received. Is this correct? Your website states that around 25% of the complaints received progress from Step 1 When we first receive your complaint What happens? to Step 2 Deciding whether to investigate your complaint: https://www.ombudsman.org.uk/making-complaint/how-we-deal-complaints 3. Can we then say that more than 23% of complaints received fail to be progressed from Step 2 to Step 3 Investigating your complaint? 4. And, that this represents 93% of complaints which had progressed to Step 2? Of the reasons for closing the complaint, by far the largest is "Not ready for us" representing some 72% of dismissed complaints. 5. Presumably this would be because the complaint procedure with the organisation complained of has not been completed - is this assumption correct? 6. If so, could this be that complainees are hindered by the concurrent time limits of the PHSO and NHS? 7. Your figures suggest that not many of the "Not ready for us" category are re-submitted. Is this the case or could there be an element of double counting within these figures? Are you able to tell me how many of the 25192 complaints were subsequently re-submitted? 8. If you are able to add any further commentary, or managerial assessment, to inform my understanding of the figures, this would be greatly appreciated.
In reference to the Parliamentary and Health Service Ombudsman, I have the following Freedom of Information request: 1. The number of staff in the Parliamentary and Health Service Ombudsman that is former: Independent Case Examiner staff, Independent Case Examiner contracted staff, Department for Work & Pensions staff or Department for Work & Pensions contracted staff (i.e. for the period 2017 to 2023). 2. The percentage of staff in the Parliamentary and Health Service Ombudsman that is former: Independent Case Examiner staff, Independent Case Examiner contracted staff, Department for Work & Pensions staff or Department for Work & Pensions contracted staff (i.e. for the period 2017 to 2023).
In terms of the data required, I am confused why we can not have all of the information that was shared with you, so may be you can explain how we investigate without knowing what the SU has said to you. My request is the following for all 67 cases referenced in the letter please provide 1. Date received by PHSO 2. Name of complainant 3. Location of complaint – postcode or home town/borough etc 4. Nature of the complaint in summary 5. Date of action taken by the PHSO 6. Summary of action taken by the PHSO The letter reference “the majority” have not been upheld as the complaint process has not been followed by the SU, please detail specifically what the PHSO has done with these cases. Please confirm you expected turn around time to provide this data?
In the Decision document released as part of your first response to me there are links to various PHSO documents. The links do not work for me, perhaps understandably because I assume they are on your intranet. They are: Remit guidance Named persons guidance Casework themes guidance Casework categories guidance Joint working guidance Suitable complainant guidance Precedent checks guidance Our quality measures Premature guidance Time consideration guidance Out of time guidance ALR guidance Legal briefing note Another dispute resolution forum guidance Indications of maladministration guidance Indications of injustice guidance Unremedied injustice guidance Resolution guidance Any other reason to decline to investigate guidance Material evidence (Assessment) guidance Portal case summary guidance Proposed scope guidance Comments on proposed scope guidance Confirming the investigation/agreed scope guidance Confirm the investigation Casework risk assessment tool Investigation planning guidance Service model main guidance Interviewing guidance Provisional views Comments on provisional views guidance Material evidence (Investigation) guidance
12/10/2022
In the event of an unresolved issue between a complainant and PHSO. Does PHSO have recourse to Alternative Dispute Resolution along the lines of/or similar to the Financial Ombudsman Service's Independent Assessor. If it does, how is it accessed and what is the procedure.
In the interest of transparency following our recent restructure (ICT), I would like to see the feedback that was received throughout the different stages of the process. We were informed in the final meeting that we weren’t able to see the feedback because it was too personal but I am hoping that a redacted version can be made available. Ideally it would be good to be able to view the feedback to determine why significant changes were made at the end of the process.
In the last 4 months how many people have we recruited How many people have been trained and are currently in post How much does training cost How many sicknesses have there been
11/10/2023
In the meantime, as a freedom of information request, I would be grateful for PHSO statistics on the following. For each of the last six years (I recognise that 2020-21 will be an anomaly in terms of data as a result of Covid), how many cases did the PHSO receive regarding NHS Continuing Healthcare assessments / reviews? How many of these cases were upheld? How many were partially upheld? How many were not upheld?
01/02/2022
In the years 1993 - 2021 at location Fieldhead Psychiatric Hospital Ouchthorpe Lane Wakefield WF1 3SP. In all cases were any investigated by the Parliamentary and Health Service Ombudsman.
In this instance, it would be possible to determine how many decision review cases had been created about the provision of advice from this advisor. If you would like this information please let me know .
13/06/2023
In your 2021/22 Annual Report you stated that 453 cases were 'resolved'. Only 394 cases were upheld 1. How many of the 453 resolved cases were resolved in favour of the complainant? 2. How many of the 453 resolved cases led to an apology? 3. How many of the 453 resolved cases led to a compensation payment? 4. How many of the 453 resolved cases led to an agreed action plan to improve performance? 5. Do complainants of a resolved case receive a written report from PHSO? 6. Are details of any resolved cases published on the PHSO website? If so please provide a link. 7. What criteria are used to determine which cases to resolve and which to investigate?
In your annual report 2021/22 you state: PHSO is committed to continuous learning. Feedback from service users helps us to identify where improvements are needed and where there may be lessons for individual members of staff or teams. Complaints about the service being provided by an individual member of staff or team should be considered by the relevant manager. The manager should attempt to resolve these concerns. In the rare circumstance that the manager is unable to resolve the complaint to the service user’s satisfaction, further consideration can be given by a separate review team. In 2021-22 we decided on 61 formal complaints about our service (service review requests), which is less than 1% of the total number of complaint decisions. This compares to 71 (<1%) in the previous year. We upheld 25 of the complaints we looked at and took action to put things right. This included an apology, a re-examination of certain issues, an explanation, or changes to our service. In 2021-22, we made 25 compensation payments to complainants due to poor service. These came to a total of £23,420. Can you provide the following information? 1. What was the total number of service complaints made in 2021/22? 2. How many complaints were given further consideration by a separate review team? 3. How many of the 25 upheld complaints were upheld by a separate review team?
14/02/2024
Internal documentation showing PHSO internal procedure for investigating complaints. That should include the criteria under which complaints are investigated, the terms under which case handlers are to assess a complaint to determine if it should be taken forward etc. Statistics showing the proportion of complaints made and the proportion of those investigated by PHSO The data already requested showing the grounds on which the impact on an individual can be sufficient grounds for PHSO to investigate a matter. This must show such criteria are determined, and how the level of seriousness and impact upon an individual is determined by a caseworker.
Internal review request of request ref 00000522 I acknowledge receipt of your response below. However, I reject your latest attempt to avoid disclosure. The fact your legal team having intimated an available process it is ludicrous for PHSO now to say "No information is held" Accordingly the erroneous and prejudicial decision by ICO is also without foundation.”
13/10/2021
internal reviews - where would I find data on how many such requests the PHSO receives, and their outcomes?
Is it correct that all case file documents( paper and electronic) are retained for two years after a case has closed. At two years the file is destroyed with the exception of final investigation reports and limited case clata.HiVVA criteria e.g when the patient has had an unsafe discharge.Systernatic strategic cases are archived. .1 requested all the information PHSO used on my case which was case reference number HS-203512 and I received it..This information was about to be destroyed.lf so would PHSO only have access to limited material at this point in time or was the file destroyed.
07/11/2023
Is it possible to obtain a paper copy of the report, and I also believe there are a number of other publications available in relation to a more in-depth understanding of the care and treatment required. CLARIFICATION: it seems logical that the ombudsman has had access to a number of advisory personnel and publications regarding acknowledgment and treatment of Sepsis. I believe there are also some publications specifically produced for the medical profession in regard to sepsis, alongside the report he/she produced in October. Consequently it is logical that we could obtain some reasonable preferred guidance on sepsis from yourselves on this subject.
Is there any UK government directive document, which all ombudsmen follow, or does each Ombudsman write its own?
I’d be grateful for all information you hold in relation to complaints about Riversdale Surgery Belper, and in particular Dr Metcalfe
I’d be grateful if you could confirm the figures for the following [for BEIS specifically]: Number of Ombudsman recommendations in 2021-22; Complied with; Not complied with.
I’d like to know how many complaints your org receives regarding the NHS for the period 1st April 2018 to 31st March 2022 and split this by financial year. I’d like numbers accepted / rejected. I’d then like to know the outcome of these complaints accepted. In addition I’d like to know how many of these complaints were done on behalf of someone else. In addition how many complaints you rejected due to the fact that someone was making the complaint on behalf of someone else.
29/06/2023
I’m struggling to understand how I search the decisions database for decisions on children’s continence products – most likely decisions on a limit on the number of products supplied per day. Can you let me know the best way to search for those types of decisions? I have tried: Healthcare Setting->Hospital outpatient Medical condition -> Children’s Health But when I get to specific condition there is nothing relevant. Does that mean there are no decisions in this area, or am I searching incorrectly?
I’m trying to find out how many babies were born Stillborn between 1st January 2009 and 31st December 2009 at Southmead Hospital. Any further information around this that you are able to disclose would be great, I also would like a Hard Copy please.
31/08/2022
I’m trying to find out how many cases of maladministration by the U.K. Govt, as stated by the Ombudsmen have resulted in A/ compensation for affected party’s And/or B/ reversal of the U.K. governments action leading to maladministration.
I’m trying to think of a way to correctly word this sort of question. Essentially, there is a body of belief within the orthodontic industry among a number of professionals and patients who have undergo premolar tooth extractions whilst they were young, that extractions can cause harm to patients by causing their jaws to not grow fully, leading to breathing issues such as sleep apnea and other complications. Can you tell me if you have ever investigated allegations that tooth extractions have caused potential harm to patients? I hope this kind of wording words. Linked to 00002528
26/02/2024
I’m wondering if it’s possible to pull out the total number of CHC complaints handled by PHSO, and their outcomes, per annum? Ideally for the past 5 years, but grateful for any information you’re able to provide.
18/11/2021
I“In respect of all PHSO cases that do NOT involve the NHS, over the last 5 years, I would like to know, broken down on a yearly basis, how many cases were raised (i) against the ICO v (ii) against other bodies. In each of the 2 cases, how many cases were upheld, how many were not upheld, how many involved an investigation, and how many did not. In each of the 2 cases, how many progressed to a review, and of these, in how many cases did the review uphold the decision, or not uphold the decision. How many cases involving the ICO further escalated to court action, and how many that escalated to court action did not involve the ICO. Finally, how many cases resulted in action being taken against the PHSO. Please break this down into the different type of action (eg FTT Tribunal, County Court action etc).”
Justin Madders MP, Shadow Minister for Health and Care has asked the Cabinet Office another question regarding the delay in assigning caseworkers and completing investigations. Allocation of a complaint has gone up from 29 days to 74 days and the average time from allocation to completion is now 152 days. The response is always that as an independent body the Ombudsman will respond directly to Mr Madders. These responses, unlike the questions are not put in the public domain yet they are of great public interest. I am making a request for the release of all correspondence between PHSO and Justin Madders over the last 12 months.
Kindly provide figures for 2017-18 for all complaints submitted to the PHSO, and then the number which you by contrast accepted for investigation. If possible, separately, those relating to the Health Service alone, as opposed to Parliament.
18/10/2024
let me know how many decisions were upheld and / or changed as a result of judicial review from 1995 ~ 2020, for example, or over a recent ten year period ?
04/10/2021
May I please have the reasons why The Parliamentary and Health Service Ombudsman will not be looking into complaints such as mine citing COVID as a reasons - in writing either by way of email or post.
09/05/2023
Meantime, please respond to the following formal FOI request: How many submissions had been correctly submitted to the PHSO which meet all of the following criteria: Had completed the three stage HMPO process when Tier Three was the Director General, Were in Stage One of the PHSO consideration process at the time of the HMPO change to Tier Three being the IEC AND # Where the complainants were referred back to HMPO to replace the Director General Tier with the IEC Tier.
21/11/2022
Meanwhile, we note that there does not appear to be any information in the PHSO Service Model Policy about how service complaints/reviews should be handled. We would therefore ask for copies of any current internal written guidance or policies for PHSO staff in relation to the handling of service complaints or review requests relating to PHSO decisions.
03/05/2023
My apologies for this apparent repeat of a similar question placed previously, but with no definitive or working outcome in process, often times rejected or handled without credit in use. In relation to published: PHSO "Guideline on Financial Remedy" and PHSO "Typology of Injustice", I am unable to find fitting procedure whereby a victim may make a complaint invoking and claiming any of the "injustices" as identified. My FOI is therefore: Please can you identify the procedure for making serious complaints of harm in such injustices, where materially caused by the PHSO to complainants where, in instance: - there has been offensive activity by the PHSO in any verbal or written derogatory response e.g. abuse in derision, accusatory of honesty or even of mocking the complainant's efforts. - there has been illegal activity against Government principles or reasonable expectations e.g. a lack of candour, use of un-researched, unsubstantiated, unreliable, covered-up, or knowingly false information evidentially not proven fact as thus assumed by PHSO. - where the PHSO has been the source of a such disability requiring treatment or having long term effects affecting normal expectation of normal even good health and life activity. - there has been a failure by the PHSO to take into regard the original or a worsening disability, as required to be taken by UK law, including the disabling mental effect of such PHSO interactions over a course of time, on a person knowingly the victim a preexisting situation e.g. death of a family member. AND, in particular, where complainant effort has offered evidence of harm, has requested consideration of the PHSO in the opportunity to account for all such activities, yet the PHSO has declined i.e. refused, to do so. Background: previously I note that in previous requests under FOI, responses have been : "making an approach to PACAC" then specifically ruled out by that government body. "make approach to PHSO worker or worker's manager" then been seen to be ineffective or impractical; similarly not responded-to by outright rejection, derision, zero response, or 'person no longer available'; and, usually it has nothing to do with with the original case of injustice brought to the PHSO.
13/04/2023
My requests are based on something contained in the following report: Public Administration and Constitutional Affairs Committee Parliamentary and Health Service Ombudsman Scrutiny 2021–22 Sixth Report of Session 2022–23 31 March 2023 https://urldefense.proofpoint.com/v2/url?u=https-3A__committees.parliament.uk_publications_34659_documents_190769_default_&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=2mzlLRhULLg2Eit0Mn5VBOuMDkovIyPVELaogifsbRc&s=1BBclqoplByuiE10-Dym2ra3EHMXZ6iDoa1CKnN-c20&e= '51. The organisation’s diversity statistics are broadly consistent with the figures from 2020–21, and in line with or more diverse than the overall population benchmarks. For example, female representation of all employees remained at 59%, above the 51% population benchmark. Furthermore, 75% of senior managers are female. Asian, Black, Mixed Ethnicity and Other Ethnic Group representation rose to 17%, three percentage points greater than both last year’s statistics and the population benchmark, although there is no breakdown by grade.' 1. Please provide the number of 'senior managers' you have. 2. Please specify the number who are (i) male and (ii) female. 3. Please break down the number of (i) male and (ii) female senior managers by ethnicity.
names of our Managing Directors, their email addresses and their written address.
Number of contacts to the PHSO for the annual years 17/18, 19/20 and 20/2
Numbered paragraph 31 in the above case confirmed that the DVLA had made changes to handling exceptional cases and, would complete an audit by 31 May 2022. Question: what were the changes to the handling of exceptional cases?
29/03/2022
On 01/02/22 in your FOI response to me (please refer back) you stated -- in representing PHSO Policy and Procedure: "To clarify and confirm, the PHSO does not consider itself to have abused any complainants". (a) Please provide any recorded data which supports this PHSO opinion (your 'consideration', confirmed as above), for the last 7 -seven- years. (b) By what means was this data collected please? (c) When and in what format was the data submitted to Government PACAC (or previously known as 'PASC'), for scrutiny, please (for those 7 years)? FOI effort / expense: Please provide answers up to limit of FOI requirements to help the questioner.
11/07/2023
On 22 January 2014, Parliamentary and Health Service Ombudsman (PHSO) disclosed three complaint handling documents about the PHSO’s handling of complaints made about the PHSO. The freedom of information request, the communications between the requester and PHSO, and disclosed documents is still accessible on the Whatdotheyknow website (see above link). The disclosed documents are entitled: ‘FINAL What to do if you think our decision about your complaint was wrong Nov 2013.pdf’ ‘FINAL How to complain about the way we dealt with you Nov 2013.pdf’ ‘Review section of CPG.pdf’ (The first page of the document is headed with “Reviewing complaints about us in line with the Principles of Good Complaint Handling”) 1. One of the documents is entitled ‘Review section of CPG’ (identified above). What does CPG mean? Does this mean Complaint Process Guidance? 2. Further to the above, please provide a copy of the CPG (Complaint Process Guidance?). 3. Are these three PHSO 2014 documents still applicable in 2023 or have they been replaced by more up-to-date documents? 3.1 If replaced by replaced by more up-to-date documents, please provide copies. The document entitled ‘Review section of CPG’, states (paragraph 4.2.1): “Complaints about us: policy and process Why does PHSO need a complaints procedure?” “PHSO is committed to applying to itself the standards that we expect of others in handling complaints and we welcome complaints as an important aid to continually improving our service. Section 4.1 explains how we apply the Ombudsman’s Principles (with particular reference to the Principles of Good Complaint Handling) to complaints made about our actions or decisions.” 4. Is the PHSO still committed to applying to itself the standards that the PHSO expects of others in handling complaints, and does the PHSO still apply its own ‘Principles of Good Complaint Handling’ to itself with complaints about the PHSO? 4.1 If not, please provide information that explains why the PHSO no longer applies its own ‘Principles of Good Complaint Handling’ to itself with complaints about the PHSO. 4.2 If so, please provide up-to-date information / documents about how the PHSO applies its own ‘Principles of Good Complaint Handling’ to itself with complaints about the PHSO. 5. Is the PHSO committed to applying to itself the standards that the PHSO expects of others with good administration and remedy, and does the PHSO apply its own ‘Principles of Good Administration’ and ‘Principles for Remedy’ to itself. 5.1 If not, please provide information that explains why the PHSO does not apply its own ‘Principles of Good Administration’ and ‘Principles for Remedy’ to itself. 5.2 If so, please provide up-to-date information / documents about how the PHSO apply its own ‘Principles of Good Administration’ and ‘Principles for Remedy’ to itself. 6. Please provide up-to-date policies, processes, procedures, protocols, complaint standards, and guidance used / followed / applied by Parliamentary and Health Service Ombudsman involving complaint handling about the PHSO. 7. Please identify a PHSO email address that a complainant can use to submit a complaint to the PHSO about the PHSO, including situations where there may be a need to do this without submitting a complaint to / through a PHSO caseworker, especially if the complaint is about a PHSO caseworker and a complainant is vulnerable and feels unsafe about submitting a complaint to / through a PHSO caseworker (e.g. a female complainant and male PHSO caseworker, inappropriate behaviour, sexual harassment, intimidation, stalking, previous refusals to act on / process a complaint, threats of retaliation, etc).
On 30th April 2021, Michael Gove, then Cabinet Office Minister, wrote to the Chair of the Public Administration and Constitutional Affairs Committee (PACAC) to seek the Committees view on 'extending' the tenure of the current Ombudsman, Mr. Behrens by two years. The Committee has given it's recommendation and the documents are published on the PACAC website. Despite providing written evidence (published) on this matter to PACAC and making several approaches to the Cabinet Office, I have yet to see any official explanation as to whether such an extension has been formally approved or why is considered lawful either by the Cabinet Office or the Ombudsman himself. Section 1 Parliamentary Commissioners Act 1967 is perfectly clear and unequivocal. It prohibits any extension or renewal of the Ombudsman's term of office. Section 3 does provide for the Ombudsman to remain in post for up to one additional year whilst a search for his successor is made ( a process which could have been commenced by Michael Gove in April 2021) At the PACAC scrutiny hearing in December 2021, Mr. Behrens indicated he would like to stay in office for a further two years. However, according to the official transcript of the scrutiny hearing on 18th May 2020, he personally accepted his term of office ended in March 2022. The relevant text can be found in the Ombudsman's answer to question 46 posed by Tom Randall MP at that hearing. I make the following Freedom of Information request of the Ombudsman. 1. With just one month to go before the Ombudsman's term of office expires, can he confirm whether it has been formally extended and, if so, for what length of time. 2. Has the Ombudsman signed a contract for any period beyond the end of March 2022 3. The latest published letter from the Ombudsman to the Chair of PACAC indicates the Ombudsman will be in office later in the spring. Bearing in mind the strict wording of sections 1 and 3 of the Parliamentary Commissioners Act 1967, why does the Ombudsman consider these sections of the Act do not apply and the legal rationale as to why they may be ignored. 4. Has the Ombudsman himself taken legal advice as to the lawfulness regarding the proposed' extension' of his tenure, bearing in mind that his term of office was for a maximum period of five years and he was advised it may be less. 5. On his appointment in 2017, the Ombudsman was granted letters patent by Her Majesty Queen Elizabeth. Were the letters patent granted for a particular period and where might they be examined. 6. An important aspect of the Ombudsman's work is to identify cases of maladministration. I the Ombudsman provides information and explanation as to why his continuing in office is not maladministration on his own part and also on the part of PACAC and the Cabinet Office.
10/04/2024
On 8.6.23 a FOI request was made concerning the time spent on International Ombudsman Institute business by UK Ombudsman, Rob Behrens. You can see that request here. https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/international_ombudsman_institut_2#outgoing-1487434&data=05|02|informationrights@ombudsman.org.uk|ad289693ccf74413323108dc41d829cf|7c88cec864114f329333cf6877fd3515|0|0|638457643914761053|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=M9dzt6R+88TSfQCEOtWVMwiCx9EHYXhdufN0lmFPRek=&reserved=0 The response listed just five events from 15.7.22 to 13.6.23 though accepted there could have been more but 'granular' records were not kept on how the Ombudsman spends his time. Your response omitted Mr Behrens visit to Warsaw on 6.12.22 and the subsequent working visit to Ukraine from 7.12.22 to 12.12.22 even though a detailed record existed in the form of a blog post published by PHSO on 23.1.23. https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/news-and-blog/blog/ombudsman-peril-rob-behrens-visits-ukraine&data=05|02|informationrights@ombudsman.org.uk|ad289693ccf74413323108dc41d829cf|7c88cec864114f329333cf6877fd3515|0|0|638457643914769779|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=FjIrA06FcZGydn4p7Wx3ML2szmW4KnrLmnQnyQp19tA=&reserved=0 Following the investigation into IOI President Chris Field by the Australian Corruption and Crime Commission (CCC) in February 2024 for possible misuse of government funds when undertaking IOI functions, https://eur03.safelinks.protection.outlook.com/?url=https://www.abc.net.au/news/2024-02-14/wa-ombudsman-christopher-field-ccc-hearing-overseas-travel/103459830&data=05|02|informationrights@ombudsman.org.uk|ad289693ccf74413323108dc41d829cf|7c88cec864114f329333cf6877fd3515|0|0|638457643914776026|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=I29LQM1REf6CK+ZTKH/xsywkWycIlm2WbKHeHaVs67M=&reserved=0 can you provide the following information? 1. A complete breakdown of time spent by Ombudsman Rob Behrens on IOI activities since UK sign up in 2018. 2. A complete breakdown of costs for each activity including travel costs, accommodation costs and staff cover costs due to absence. 3. The source of the funding for IOI activity across the board.
23/08/2024
Our new Digital, Data and Technology strategy will enable us to become a leading digital ombudsman service and provide a better experience for our users. As a first step towards delivering the strategy, we used feedback from users and improved technology to create a better user experience of the casework decision section on our website, making it more transparent and accessible. We simplified the language and improved both the search function and the way search results are displayed. Will there be direct search functions for the systemic issues you have raised in your reports namely: 1. Avoidable death 2. Sepsis 3. DNA CPR And given the continued concern about maternity care will there be a specific search function for 'maternity' cases?
30/01/2023
Page 38 of the IOI's annual report for 2020/21 refers to membership fees: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.theioi.org_publications_ioi-2Dannual-2Dreports&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=F-VWwZoXJZpOd1DGQDWOnNkAAPLOTJ0xJHqN0_kQCkc&s=QNZwWNikrgmQckr27CguY-4wv0eXk-Q8ABaVcD3nNAw&e= 1. What membership fees did PHSO pay to IOI in 2020/21 and 2021/22? 2. Please provide a breakdown of all PHSO expenses associated with membership of the IOI in 2021/22 eg. travel and accommodation.
19/12/2022
Parliamentary and HealthService Ombudsman Peer Review 2022: response from PHSO 16 November 2022 “'7 Face to face meetings with complainants should be encouraged, especially in difficult cases.' We agree. We offer meetings via Teams or face to face if requested and will talk to the complainant and their advocates to understand their needs and preference. This includes choice of location for a face-to-face meeting, as some complainants prefer a neutral venue, whereas others are happy to attend one of our offices. In very sensitive cases in which the complainant has suffered a significant impact, for example bereavement, we will proactively offer to meet in the complainant’s home if we can see this would be the most comfortable environment for them.” https://www.ombudsman.org.uk/publications/ombudsman-peer-review-parliamentary-and-health-service-ombudsman 1. Since 1 April 2022, how many face-to-face meetings did complainants request, and how many have taken place? 2. Since 1 April 2022 how many offers (sensitive cases) did you proactively make to meet complainants in their homes, and how many of them were accepted?
Perhaps you can also answer the following questions for the time period from 01/05/2021 to 30/03/23: 1. Do you ask all complainants for their consent on more than one occasion? 2. If so, why and how often? 3. How many complainants since May 2021 to date have you asked consent for on more than occasion? 4. How many consents have you requested from each of those complainants? 5. What were the intervals for each of those requests? 6. If the complaints related to service failures in respect of children, how many times was each child asked to consent. Please treat my request for questions 1-6 as a Freedom of Information Request.
05/08/2024
PHSO Access to CUSTOMER ENQUIRIES - CALL BLOCKING As I understand it, uninhibited access to PHSO Customer Services is a right to citizens in the pursuance of complaint dissatisfaction with all Government (taxpayer) Services, either for enquiry or action on complaints against any Government Service. Please correct my understanding if it affects responses to this request. I wish to enquire of PHSO Policy and practical execution in the matters of call-blocking. In the context of my questions, I use the word Customer to mean any PHSO current customer or ex-customer or potential service-user or ex-service-user. PHSO Policy: • What is PHSO Policy on incoming call blocking? With the PHSO call-blocking process: • What is the PHSO’s written instruction to staff in this? including... • The steps that operate in call-blocking as an end-to-end process? • What PHSO Ofice ultimately decides who will be blocked - i.e. what authority sanctions it? As of this month: • How many phone numbers are currently blocked including identified UK ‘scam’ calls? • How many of these are identified UK ‘scam’ call numbers? With the blocked Customers: • How are they informed they may be blocked? • What warnings are they given before being advised of potential blocking? • Are they informed of the reason for being blocked? • Are they given opportunity to respond in their defence? • Are they informed of potential block duration? • Are they informed of potential block appeal or ‘review’ time? • Are blocked Customers advised how to contact PHSO e.g. for appeal or review? With the PHSO: • What is the PHSO blocking appeal or review process? • What is the typical blocking expiry (block-lifting) duration? • Is there an automatic process for the above and removal of blocking? Recording and Documentation: • What records of Whom, Why and When, a customer is blocked and e.g. ‘tagged’ when a review is due? • Are those records associated with / filed with / attached to casework, OR... • Are those records filed under (e.g.) ‘Blocked calls’ for PHSO admin / monitoring duties? • Is the customer able to request copy of their ‘personal information’ in these matters? • Is a reasoned account on call-blocking included in PHSO Annual Report for scrutiny?
PHSO claim of Alignment with BSI Standards The PHSO has claimed conformance with BSI Standard known as “ISO 9001” specifying “Requirements for a quality management system when, in brief, an organization needs to: “a) Demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, and “b) Demonstrates its aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.”. Thus, were the PHSO’s claim is to be substantiated, it would have undergone an audit by a certification body accredited by the United Kingdom Accreditation Service (UKAS), which is the national accreditation body for the UK. The certification body would have audited the PHSO's quality management system and processes to ensure they meet the requirements of the ISO 9001 standard. If the PHSO passed the audit, it would have been awarded certification to the standard, and the certification would be subject to ongoing surveillance audits by the certification body to ensure ongoing compliance. It would be bound to a schedule of self-audits, available for independent inspection. Please would you supply some information on how this was implemented and, then, how this is independently assessed and assured for PHSO’s claimed conformity. (1) When was ‘compliance with ISO 9001’ implemented at PHSO? (2) May I see copy of statement / certification confirming independent assessment at that time? (3) How often is PHSO system independently assessed? (Provide schedule.) (4) When PHSO was last independently assessed as part of ongoing surveillance, was there a report from the Assessors? May I see that online or otherwise? (5) When was PHSO last self-assessed in its Internal Audit programme? (Provide schedule please). (6) Can I see the last three years of outcome in measures of customer satisfaction including • any evidence of independent assessment of service complaints? • conclusions of assessments -- corrective actions taken on reported/discovered problems reported or discovered; e.g. in the form of: • evidence of an Internal Audit, Non-Conforming & Corrective Action Tracker Are any of the above easily found and accessible to me? To help in your research and response, you may wish to bear in mind: I enquire regarding all key requirements as given above (also see detail, below), from “ISO 9001… Abstract”, especially with regard to: • Demonstrating consistency in conformance (a, above) • Meeting statutory and regulatory requirements (a, above) • Measure of customer satisfaction upholding essential aims of a quality control system claiming ISO9001 (b, above). I am less interested in written PHSO case investigation matter you may offer—which will be of minor significance if not established through the Quality System I question, that is, tested to be carried out and fully compliant, and flexible enough to be improved as necessary under a proper quality control system. I am asking about Assurance systems showing assessed Procedures are followed, and that Measures are comprehensive and balanced. Additionally, that in-house assessments under ISO 9001 are carried out without prejudice by PHSO Quality Manager team; tested, reported and, critically, that professional Independent Assessments are echoed in that manner, to provide the “Assurance” element of compliance. Nota Bene I am particularly interested in obtaining clarity and transparency of actions in this matter, in the expectation of assistance, without inflection of dismissal, diversion, slander or tension, as I have felt in previous responses and have notified to you for attention—yet to receive recognition of my complaints, or constructive feedback as I would expect. (7) Please advise me of the entitled PHSO Quality Manager’s name and departmental address. I submit my enquiry as given. If you are not clear on any aspect of my 7 questions, please respond at earliest opportunity. If you consider it will take too much resource, advise me sooner rather than later. I can then submit it in smaller tranches modified according to previous responses. Thank you for your attention within permitted period and costs. ------------------------------------------------- More about ISO 9001 (amended 2015) I offer the following, which may be your reference in future enquiry in PHSO claims of conformance: ISO 9001 Mandatory Requirements — Documents and Records Monitoring and measuring equipment calibration records Records of training, skills, experience and qualifications Product/service requirements review records Record about design and development outputs review Record about design and development inputs Records of design and development controls Records of design and development outputs Design and development changes records Characteristics of product to be produced and service to be provided Records about customer property Production/service provision change control records Record of conformity of product/service with acceptance criteria Record of nonconforming outputs Monitoring measurement results Internal audit program Results of internal audits Results of the management review Results of corrective actions This is a list of essential requirements, not each of which will be directly relevant to Services provision, but most will still be relevant in PHSO environment where accuracy and trust has to be maintained. e.g. training, design and development of internal processes, records of conformity, of non-conformity, of corrective actions, monitoring and audits. External and internal Complaints would have significant input to these process with clear priority over self-assessments.
27/01/2022
PHSO complaint response times and compensation schemes for failing to respond and lose case files of the complainant. And timeframes for taking action against PHSO to judicial review for failing to determine complaints in a timely manner and losing the case file. And timeframes for taking action against PHSO to judicial review for failing to determine complaints in a timely manner and losing the case file.
23/12/2022
PHSO Compliance with UK Equality Act(s) present and past, during complaint consideration. (1) At what point in the complaint consideration process did or does the PHSO enquire about complainant's disabilities, to ensure due allowance and adjustment is made to comply with Laws? (2) Then, during the run or lifetime of PHSO considerations, how did or now does the PHSO keep up to date with complainant's disabilities whether becoming more or less debilitating? (3) In both the above cases, what questions were or might now be put to the complainant to establish level of ability?
PHSO estimates it would take five minutes per case to determine whether it was referred to another organisation, so it would be possible to check through approximately 216 cases. This comes to roughly an eight-week period in the last two years. If you wish to specify a time period of interest then the request might come within the cost limit. End quote The timeframe we would like you to focus on How many PHSO Concerns raised were passed on to other organisations, Including All organisations in United Kingdom And Those in Scotland for example SPSO, Dates of all Concerns redirected to SPSO (with SPSO being the Scottish Public Service Ombudsman)” First week in November 2019 If any were referred on First week in December 2020 If any were referred on Any in January 2022 If any were referred on
PHSO has a larger budget and larger staff now than at anytime in their history. In 2022-23 the PHSO recruited 111 new staff members, although only 52 were caseworkers. Please tell me what the other 59 do? It is strange to complain about the increase in workload while at the same time recruiting large numbers of people who will not address the increase. Even stranger to deny people with perceived low levels of injustice, any access to justice, blaming the heavy workload, while failing to recruit people to deal with the workload. Also please tell me does the PHSO intend to quote annual statistics on the same date though the years? Then we can compare these statistics more easily to understand what the PHSO is comparing. It does not seem to be comparing like with like.
14/11/2024
PHSO published a leaflet on its website regarding how the PHSO can help individuals who want to make a complaint about NHS or Government Organisations. In the leaflet it states: "You have a year from when you first knew about the problem to bring your complaint to us" Please confirm whether this is factually correct, particularly in cases where the organisation takes more than a year to investigate the complaint. Is there not a further time limit in such cases. For example does a complainant have a further period, say 3 months, from the date the organisation closes the complaint to bring it to you.
04/03/2022
PHSO Scrutiny 23 Nov. 2020 Ombudsman Rob Behrens said (Q18): 'As we hope we will be able to go on to say, we now have a new quality matrix to judge the quality of our decisions before they go out. That gives us assurance that we are trying our best to make sure that the decisions are as appropriate as they can be. These are things that any sensible person would do. The challenge is to see how long it takes for them to have an impact on complainant perspectives.' Please provide full details of the 'new quality matrix'.
04/05/2023
Please accept my request under FOIA 2000 for the statistics on how many complaints PHSO have pursued from January 2017 - 2022 December which were beyond the 12 months were the exceptions rule was applied.
Please accept this as an official request: a) for the pay levels of your in house grade C lawyers b) Some clarity into the senority of class C lawyers. Is class C the highest? is class A the highest? “This represents 3 hours at a rate of £260 per hour for a Grade C Lawyer”
02/11/2022
Please accept this email as Freedom of Information Act in relation to the level of complaints raised about Sydenham Green Practice and waiting times. Who is your GP advisor and can I have visibility of their recommendations so I can take this up independently?
29/09/2021
Please can I have a copy of the PSHO staff/management structure please? Please can you forward me the PHSO documents showing that caseworkers have to use the pronoun "we" in letters to the members of the public and who is covered in the term "we" when used by caseworkers please?
26/01/2022
Please can I request a list that contains each job role within the PHSO and what the pay grade is for that role, can this be for both operations and non operations. I would also like to request the job description for Intake Operations Manager and Operations Manager
Please can the PHSO provide a copy of their Typology of Injustice (TOI) which is used to enable decision-makers to reach fair and reasonable decisions, particularly of those cases that warrant a financial award. Please can this be provided in hard format.
31/01/2022
Please can you advise whether there is a memorandum of understanding or service level agreement between the PHSO and the GMC ( General Medical council) in particular in relation to when both organisations have received complaints about the same Healthcare professional. If there is no official understanding in place please advise of any PHSO Guidance that is in place for dealing with such circumstances when two Public bodies namely the PHSO and GMC are involved in dealing with the same complaint and whether information would be shared between the two organisations regarding said complaint.
Please can you also send us links to/copies of all information directly pertaining to the way that the PHSO currently handles complaints, e.g. including referral, investigation, reporting, review, and external referral (e.g. to the courts via judicial review). This should include all relevant policy/procedure/protocol guidelines and manuals presently in use.
09/08/2024
Please can you ask the Parliamentary Ombudsman what is the criteria being used not to review a case. Eg only where someone has died for example? If they are so constrained it must mean many cases of maladministration in the NHS is going unanswered. Can you find out who funds the Parliamentary Ombudsman for the NHS and ask why they are not sufficiently funded.
Please can you confirm if the draft Stage 2 report has been released to certain parties for preview and if so, exactly to whom it has been sent, possibly including APPG, WASPI, MPs etc
25/09/2024
Please can you confirm if you employ in-house legal services? If you do, please provide: 1. Job titles for all legal roles/roles within your Legal team. 2. The employee salary/pay bands for each Legal role. 3. Job advertisements for roles within your Legal team since 2020.
17/05/2024
Please can you confirm. If a meeting has been arranged with The Hon Dr Jocelynne Scutt and the Acting PHSO, Rebecca Hilsenrath. If not those participants if any other meeting with CEDAWinLaw is arranged. The planned date of any meeting.
03/04/2023
Please can you let me know how many staff submitted an application for flexible working at PHSO between April 2022 and todays date- 24 March 2023. Can you also detail how many were successful and how many were rejected.
Please can you provide details of how I may lodge a formal complaint against the PHSO for thier handling of my complaint over these two years
Please can you provide me with information concerning the maintenance of your corporate estate i.e. operational buildings, land and any other property (e.g. investment) and schools, if they are within your jurisdiction. Not any social housing/dwellings. Q1. What type of maintenance management model does your organisation use? E.g. Managed supply-chain, single hard-fm & soft-fm contractor, internal workforce, principal contractor etc. Q2. Can you provide a list of the approved contractors used? Q3. What are the total values of contracts granted? Q4. When do these contracts expire? Q5. What services are provided in each contract? Q6. What procurement method was used? E.g. Open ITT, Framework if so, which one?
please can you provide me with your full complaints procedure against the ombudsman So please can you provide me with directly the organisation I can complain to regarding your service you offer to me, as I wish to complain ASAP for your failing service. as I was insulted yesterday, but I stayed calm as I always do, that is me. Also can you provide me with how and who I can complain regarding decisions you have made regarding a complaint I have bought to you that a case worker has clearly got her decision wrong for me complaint.
Please can you provide the internal structure and staff line hierarchy of PHSO FOI request unit, up to Board Level, with names, departmental position and business phone contact number/extensions and business email addresses for each.
02/04/2024
Please can you publish: (1)The number of complaints made about the PHSO for last 7 years (2) The nature / type / PHSO category of the complaint about the PHSO for instance the type of harm, maladministration, negligence, injustice etc. complained-of. (3) Whether the complaint was Found or Not Found (4) The amount of award or compensation paid in each Found case (5) The section and category of award invoked, according to the PHSO's Table of Injustice, for each instance in (4) If this information is already publicly accessible, please indicate this.
Please can you supply a copy of The Ombudsman’s Principles and a copy of DCMS’s Fraud Response Plan from May 2021.
04/06/2024
Please can you tell me how much money the PHSO spends each year for Opinion Research Services to seek feedback from members of the public following the conclusion of the complaint process. I would be interested to know the figure for the last financial year and for the four years prior to that, with either Opinion Research Services or whoever might have been employed to seek user feedback previously
Please can you tell me how to make a complaint about your organization.
Please can your organisation provide the following information: a) The number of roles in your association (expressed in numbers of FTE), that are mainly or exclusively focussed on issues of equality, diversity, or inclusivity. For example, this could include (amongst other guises) “EDI officers” or “diversity and inclusion project managers” but would not include general HR managers. b) Either a) the pay band of each of these roles, or b) the combined total salaries for these roles. Whichever measure is more in accordance with your data preferences. c) In the past 12 months the number of staff days across your organisation which have been committed to attending equality training programmes, whether internally run or with external consultants. (staff days = duration of the training programme multiplied by the number of staff in attendance for the course). If unable to provide please mark as N/A in your return.
16/02/2024
Please confirm 1. how much was spent by PHSO on hosting the end of year/Christmas staff event in probably November or December 2022, including but not limited to travel, accommodation, subsistence and conference venue booking, advertising materials and so on 2. please confirm how many members of PHSO staff attended the event 3. Please confirm whether any speakers were paid and of so how many and the sum 4. Please confirm whether the speakers were given travel an subsistence and if so how many and the sum 5. Please confirm if the event was held in 2023
20/02/2024
Please confirm 1. how much was spent by PHSO on hosting the IOA visit (if anything), including but not limited to travel, accommodation, subsistence and conference venue booking, advertising materials and so on for: 1. PHSO 2. Other parties 2. please confirm how many members of PHSO staff attended the event
09/11/2022
Please confirm the meaning of the following Abbreviations: RAFT RaFT(OM) CMS I am assuming that S/CW and CW refer to Senior Case Worker and Case Worker. Kindly confirm. Is there any further information available that might further clarify the difference between a review (something done by a case worker’s line manager) and a complaint (something dealt with by an off-line management complaints team that would also precede for example an application for Judicial Review)
22/02/2024
Please confirm the number of referrals made to the PHSO by month since the start of 2023. Please also tabulate the numbers which were countersigned by an MP. Please include the organisations complained about, and the number of complaints about each, in the list of monthly totals. For example, a spreadsheet with a row for each organisation, one for MP referral, and one for totals, with columns headed by month and year. Please also provide a list of MP’s who have made referrals in the past two years, along with the numbers made by each of those MP’s in each month of that time.
24/10/2023
Please confirm the number of staff employed as investigators, grade and salary range for 2019-2023?
Please confirm: 1. how much was spent by PHSO on attending Bristol (including attending Bristol Food bank Easton Community Centre and Bristol Law Centre) in around September 2023, including but not limited to travel, accommodation, subsistence and conference venue booking, advertising materials and so on for: 1. PHSO 2. Other parties 2. please confirm how many members of PHSO staff attended the event 3. Whether any similar events are planed and if so what are the estimated/budgetted costs for each one
Please consider this a formal Freedom of Information request. Please provide a copy of any and all information and guidance in relation to the PHSO's reconsideration of its own decisions. Including, but not limited to, information to the public, and information and guidance to caseworkers and managers.
13/03/2023
Please could you confirm the number of complaints escalated to the PHSO regarding The Pensions Ombudsman, for the period 01 December 2021 to 01 March 2023, and how many of these complaints were upheld.
21/09/2023
Please could you confirm what is the agreed retention of documents policy within the Ombudsman Service (please send me a copy of the policy document), and if you have observed these policies why would you have a policy whereby you destroy all relevant documents within a matter of two or three weeks following the conclusion of your work.
Please could you give me information if there has bee the case when temporary removal of fixed orthodontic appliance has happened on the grounds other than medical.
03/07/2023
Please could you kindly let me know what the: figures / statistics / data / numbers / evidence / facts show for Personal Independence Payment (PIP) being awarded to those people who have a rare Syndactyly disability (Fusion of Fingers)? Regarding Diversity, Equality and Inclusion, I would really like to know where Syndactyly fits into it.
Please could you let me know the complaint structure in the NHS? If someone wants to complain about the senior management at a NHS hospital to the NHS, what is the procedure? (apart from the internal PALS office). The CEO of the NHS hospital is a qualified medical doctor. Who appoints the CEO of a NHS hospital? Who is responsible for the behaviour of the CEO of a NHS hospital? Which government body is responsible? (The Prime Minister? The health Secretary? NHS England? Your local MP?)
Please could you provide me with a list of MPs who have submitted complaints to the PHSO, regarding The Pensions Ombudsman, over the last 2 years and how many of these complaints were upheld.
07/07/2022
Please could you provide me with a list of the MPs who have submitted complaints regarding The Pensions Ombudsman or the Financial Ombudsman Service, to the PHSO from 1st January 2022.
18/02/2022
Please could you provide me with a list of the MPs who have submitted complaints regarding The Pensions Ombudsman to the PHSO over the last five years.
14/06/2023
Please could you provide me with any documentation, guidance, or operation modules that relate to the principles of Executive Oversight involved in the investigation, determination, and review process? Also please could you provide the same regarding if there is new clinical advice in a Final report what are the guidelines for the complainant to be allowed to respond? Also can you please provide any guidance or information relating to a complainant's right to respond to further clinical advice received after the Provisional report before the Final report is published?
Please could you provide me with detail of your recruitment agency spend in FY 2022 and any information you might have for FY 2023, including the agencies in which you have engaged Please could you also provide me with a current organisation chart for Human Resources, Finance, Procurement and Technology, or any information that you could provide me with regarding these teams
Please could you provide me with information about the number and type of complaints you deal with that relate to Waterways, that is canals, rivers and navigations which come under the jurisdiction of the Environment Agency. I would like the number of enquiries received and investigations completed over the last three years. I’d like to receive the information by email.
05/04/2024
Please could you provide me with the number of concerns and complaints to any branch of the ombudsman, that you have had about the dealings of Peugeot (car company) with regards to the 3008 Allure Puretech range, and other 3008 models since 2017.
04/09/2023
Please could you provide the following documents: - Any other PHSO guidance relevant to the duty of candour
Please could you provide the following information. For each year from 2016 to 2020, please provide the number of complaints received about the NHS that have been refused an investigation, or told that an investigation was not possible because of the existence of a perceived ‘Alternative Legal Remedy’ in the form of a) A potential clinical negligence claim b) An ongoing clinical negligence claim c) A past clinical negligence claim Please include cases where this was the advice on your helpline as well as cases received in writing.’ https://phso.houseonthehill.com/supisacs.dll#tab4
26/09/2023
Please detail and include your policy’s and procedures in rejecting complains / not taking complaints forward and how you formed your opinion that the matter has had a ‘small impact’ upon me.
Please disclose, preferably by PDF, the complaints since the start of last year by constituents of government ministers against the minister's own department* by disclosing the date of the complaint* the name of the government department* and if possible a summary of the complaint
Please explain me why do psychiatry and police and social care cooperating together with breaking European Convention on Human Rights.
Please explain me why do psychiatry and police using on civil people spying systems RCS (Remote Control System), Pegasus by NSO Group and Hermes spying systems and breathing European Convention on Human Rights.
Please find attached. I haven't received a reply so I thought I might initiate a request for the information under Freedom of Information. I wish to locate the Root Cause Analysis carried out by the Northern Care Alliance NHS Foundation Trust that is referred to in the decision of the Parliamentary and Health Ombudsman which is at this link: https://decisions.ombudsman.org.uk/report/?id=f15affae-12c6-ec11-a7b5-6045bd100f54
Please forward a copy of my rights and privacy notice information to me in printed form to:
Please give me copies of the agenda and minutes of today’s ARAC meeting. I also repeat my request for copies of any Board meetings after January’s.
Please honour this freedom of information request; Regarding the policies pertaining to the use of words considered to be offensive, please provide me with the following: List of words considered be offensive List of all names of staff members associated or singed to agree with the said policies, and their position, job title and the condition upon which this signature was imposed upon them. IE, forced to sign it to be able to keep their job, singed it voluntarily, or was a participant on the creation or distribution of the policy forms. Was the individual policy shown to any signee without clutter with regards to other policies that may effect or otherwise incapacitate their ability to provide an adequate service? Please provide any information containing said policies and accompanying documents.
Please include the information for each of the following periods; 2018-19, 2019-20 and 2020-21: • The total number of cases of losses in each year. • The total cost of losses in each year. • An itemisation of each loss including what it was for and how much it cost. • The total number of special payments in each year. • The total value of special payments in each year. • An itemisation of each special payment including what it was for and how much it cost.
Please include the information for each of the following periods; 2019-20, 2020-21, 2021-22: • The total spend by the organisation on social media advertising, including a breakdown by year and by form of social media (e.g. Twitter, Facebook, LinkedIn, etc.)
03/01/2024
Please let me have: 1. The total number of complaints about GHGS (for whatever reason) received by PHSO since 1st January 2022 to date. 2. The total number of those in 1 above that concerned the measure – underfloor insulation 3. The total number of those in 2 above that included pricing concerns. 4. The total number of those in 3 above where PHSO has: a. Provided either preliminary or final findings in support of the pricing complaint. b. Provided either preliminary or final findings that reject the pricing complaint. c. Not yet produced either preliminary or final findings. 5. Also, please let me have the name of the Minister who has responsibility for the operation of PHSO.
Please may I be provided with a scanned or photographic copy of the letters patent used for the appointment of Rob Behrens as Parliamentary Commissioner for Administration and Health Service Commissioner for England.
Please may I have the numbers of complaints you have received each year for the past 3 years about the CQC only. May I also have a list of possible outcomes to a CQC complaint? And the outcome numbers of those complaints of the past three years to each possible outcome.
07/06/2022
Please may I request the following details under the Freedom of Information Act. For your organisation please provide the following details around the number of pharmacists employed, their ethnicity and grading as per employment on 30.4.2022.
27/11/2023
Please may I seek a copy of your policy that encompasses your " What the customer may expect" policy in paper format to my home address.
Please may we have a copy of every complaint to the PO made against the Electoral Commission and against the Commission for Equality and Human Rights with outcomes as would be available from a search of the index on your website. We cannot get your website search engine to work. Do you have any information as to why the PO refers to the Commission for Equality and Human Rights as the Equality and Human Rights Commission. The CEHR name was established by s1 Equality Act 2006. We are not aware of any statutory change. Do you have any information as to why the PO refers to the Commission for Equality and Human Rights as the Equality and Human Rights Commission. The CEHR name was established by s1 Equality Act 2006. We are not aware of any statutory change.
07/08/2023
Please may you provide me, in Microsoft Excel or an equivalent electronic format, with a list of invoices that were not paid within 30 days for the last 6 financial years (2017/18 to 2022/23 inclusive) which would feed into the Regulation 113 Notice you are required to publish each year as part of your obligations under The Public Contracts Regulations 2015, with the following information for each invoice (where available): • The name of the Supplier • Supplier email address • Supplier company registration number • Supplier postal address • Supplier telephone number • Supplier website • The date of the invoice • The invoice reference • The gross value of the Invoice • The date the invoice should have been paid by • The actual payment date of the invoice • The total amount of interest liability due to late payment of the invoice • The total amount of interest paid to the supplier due to late payment of the invoice. For the avoidance of doubt we request the data behind payment performance summaries for Regulation 113 Notices, not the summaries themselves. We expect that this information to be readily available and easily accessible in the electronic format requested given the necessity of source data which must have been required to prepare and produce the Regulation 113 Notice. If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, or for another reason, please provide advice and assistance, under the Section 16 obligations of the Act, as to how I can refine my request. If you have any queries, please don’t hesitate to contact me via email or phone and I will be very happy to clarify what I am asking for and discuss the request, my details are outlined below:
Please pass this on to the person who conducts Freedom of Information reviews. I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Decision review requests'. I believe that I have not been given the correct information. I have requested to know the total number of review requests for 2020/21 and the number provided is considerably lower than the number of reviews undertaken. This response suggests that all review requests are met with a review and this is not the case. I would like a full explanation. A full history of my FOI request and all correspondence is available on the Internet at this address: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_decision-5Freview-5Frequests&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=kdvNwNnh5QhYt8h1t1dzy1FI48Y0zICGHS0jE9mnB2U&s=3Y1Fj-xgRUl3fameZk6n-rtsOGl294BEhwkGgU83S8Y&e=
Please pass this on to the person who conducts Freedom of Information reviews. I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Pre intra and post COVID 19'.
03/02/2022
Please provide all information held on the methodology used to conduct your recent survey entitled 'Performance against our Service Charter 2021/22 Quarter 2 (July to September)' The sort of information I am interested in would include (i) details of the survey population – its composition and size (ii) the method used to select respondents to ensure randomness and representativeness (iii) the number of respondents who participated/declined to participate and (v) details of how the information was gathered e.g by telephone. https://www.ombudsman.org.uk/publications/performance-against-our-service-charter-202122-quarter-2-july-september/giving-you-information-you-need
Please provide all recorded information held concerning the new public panel. I'm particularly interested in its composition, the selection of candidates and its overriding purpose. Include any minutes which refer to it.
09/10/2023
Please provide all relevant documents (discussions, legal briefing notes, unabridged board meeting minutes, guidance etc.) that the PHSO possess with regard to the legal status of non-CCT reviews and the re-opening of final decisions.
Please provide details of the circumstances under which a CCG could lawfully make a referral, as stated below. I am aware the NHSE policy states, "NHS England can also refer a complaint to the Parliamentary Health Service Ombudsman for a final decision.", however, this doesn't include CCGs. In light of our inability to resolve your complaints locally, please note that the CCG is currently considering making a direct referral to the Parliamentary and Health Service Ombudsman in relation to your case.
please provide details of the number of Complaints to the Parliamentary Health Ombudsman which are refused because by yourselves because they fall outside of the 12 month window of opportunity for bringing concerns and complaints against NHS Trusts. So to clarify can you please provide a breakdown of how “Out of time” cases were which resulted in them being refused for consideration. Secondly can you include figures for 2021/2022.
Please provide full details of/copies of any documents relating to the following question, Under what circumstances can PHSO lawfully rescind/change a final Decision Form, and/or anything written therein?
17/04/2023
Please provide me with the following information under FOIA 2000: 1)Full name and position of your superior and the CEO and Director of PHSO 2)PHSO full complaint procedure.
Please provide me with the following information under the Freedom of Information Act in connection with Haxby Group Partnership, HBG Ltd trading as Haxby Group of Haxby & Wigginton Health Centre 1. Number of complaints received by the Ombudsman for each year between 2018 and 2024 for HGP. 2. Number of complaints for each year between 2018 and 2024 for HGP that resulted in an investigation by the Ombudsman. 3. Outcome and action taken in respect of investigated complaints about HGP that have been concluded. 4. Outcome or reason why initial complaints about HGP were not investigated or followed up by the Ombudsman. 5. Number of currently live investigations in connection with HGP. 6. Number of complaints pending allocation for investigation in connection with HGP.
17/11/2021
Please provide me with the latest PHSO review and feedback guidance. The last version, version 10, was published around June 2021 and has since disappeared from your website.
Please provide me with the Ombudsman's policy (or policies, if there are multiple) on receiving and handling Health Service complaints.
09/02/2022
Please provide me with your internal complaint procedure, as may be required and reasonably expected by complainants detecting a breach of PHSO Principles and/or, feasibly, breaches of UK Law, and where, for instance: (a) in example, with regard to complainant disability under pertaining Equality Acts where, by definition, duty falls to the Service Provider (The PHSO) to make reasonable enquiry, assessment and adjustment under applicable Acts, and the PHSO has apparently not complied. (b) in example, complaints with regard to PHSO caseworkers and/or managers who have apparently utilised unreliable, untested, or clearly false evidence (as testable given due and expected scrutiny), in their case consideration and closure. (c) in example, where the complainant has been offended or more strongly abused (e.g. as in a. or b. above) by responses received from any PHSO worker, caseworker, or manager, and e.g. where a requested response was negative or abusive in stance.
15/11/2022
Please provide the amount of complaints lodged about CAFCASS, the amount upheld or partially upheld. I wish for this data over the last 11 years
Please provide the case closure codes for 2022-23 & 2023-24 in a similar format to that from a previous FOI request linked below https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/case_closure_codes_for_201718&data=05|02|informationrights@ombudsman.org.uk|1d0dd26bec6643f026a708dc94698eb5|7c88cec864114f329333cf6877fd3515|0|0|638548428303089684|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=aDiUbj2ahR8fSWAKe4mhkSIhJnkPOFTTZw4RbdJHehs=&reserved=0 If case closure codes are no longer used please provide similar details showing the number of cases closed grouped by the reason for case closure for the years 2022-23 & 2023-24
Please provide the evidence that supports the claim made on your website that Amerdeep Somal is a Judge. I do not dispute that she may have been a Judge in the past but I can find no evidence on the internet or anywhere else that she is still a Judge.
26/10/2023
Please provide the findings of the pilot referred to below and PHSO's view on the findings. PACAC Scrutiny - 20 May 2022 'Appearing before the Committee, Mr Behrens explained that, following surveys and consultations, the PHSO will undertake a six month pilot from September 2022, and request that staff return to the office two days per week.56 The PHSO will analyse the productivity implications of this approach whilst seeking to balance flexible work practices with its corporate culture.57 Ms Amroliwala explained that an assessment regarding organisational footprint and accommodation requirements for the PHSO will be carried out following the staff hybrid working pilot. Ms Amroliwala noted, however, that it is unlikely the PHSO will see a full-time return to the office.'58 https://publications.parliament.uk/pa/cm5803/cmselect/cmpubadm/213/report.html
Please provide the following details of any and all gifts and/or hospitality provided by the cybersecurity company Darktrace (also known as Darktrace Limited, Darktrace Holdings and Darktrace Plc): -- The monetary value;* -- The description;* -- The date;* -- The unit, office or department in which the recipients of the gifts/hospitality worked;* -- Whether the gifts/hospitality were accepted, rejected, or otherwise donated;* Please provide this information for any gifts/hospitality received from June 2013 onwards inclusive in the form of an itemised list for each instance of a gift and/or hospitality. Please also disclose whether you were using Darktrace's services in May 2017.* Please provide the most up-to-date information as of the date this request is fulfilled in electronic (soft copy) form. If it is not possible to fulfil this request due to the information exceeding the cost of compliance limits identified in Section 12, please provide advice and assistance, under the Section 16 obligations of the Act, as to how I can refine my request. If you can identify any other ways that my request could be refined I would be grateful for any further advice and assistance.
Please provide the following information/ hard copy policy documents on the issues raised below. 1. How many complaints have you accepted for investigations, where the issues giving rise to the complaints occurred more than one year ago. 2. What test did you apply to accept these complaints and why? 3. What policy do you use to determine the substance of the complaint letters to be responded to. 4. What policy do you use to reject complaints when the complainant has followed HMCTS' complaints process? 5. How do you determine which complaints to investigate when they are outside of a year because HMCTS has delayed to provide (a) reply and (b) final reply in breach of their published timescale 6. How do you arrive at decisions on complaints where HMCTS have confirmed that it does not have letters that have been signed for as received by HMCTS at its offices? 7. Do you always decide letters, without having sight of all the complaint letters? 8. Not to comment upon HMCTS's substantial delays to respond to complaint in breach of its published policy. 9. Do you consider HMCTS's substantial delay to provide final response letters puts complainants at advantage.? 10. Do you consider the effect of HMCTS's substantial delay to respond to complaint letters, if so, what? 11. What is your timescale/policy to send out investigations decisions? 12. Do you provide drat decision before sending out your final decisions? 13. What is your policy on redress to complainants when you have delayed sending out your final decisions. 14. How many times have you not sent (a) draft decisions and (b) final decisions (c) what were the reasons for (a) and (b) above. 15. Under what circumstances do you extend time to provide responses to your decisions and what is the length of time you allow for responses? 16. In relation timescales, what weight, if any, do you apply to complainants who have previously applied to your service 17. In relation to rejecting complaints, do you apply a higher standard to complainants who have previously referred complaints to you. 18. Why and what factors do you consider when rejecting complaints from those who have preciously used your services. 19. Please provide the information with regards to age, sex, nationality, ethnicity and race. Redact any personal information.
20/05/2022
Please provide the names of all MPs who made referrals during 2021/22 together with the number of referrals each made.
07/04/2022
Please provide the number of complaints made to the PHSO about the Maternity Unit at the Shrewsbury and Telford NHS Trust between July 2018 to February 2022. Please state the number of complaints fully upheld, partly upheld, and not upheld.
12/10/2023
Please provide the number of complaints received each year since 2015 ot the present day that relate to Dorset Healthcare University Foundation Trust, along with an indication of how many of these have been or are still being investigated and any further action you have taken.
29/07/2024
Please provide under the Freedom of Information Act 2000 the process for making a complaint against Ofgem for failure to regulate for breaches of Standard Licence Conditions for Energy Supply when they are the specific agency created for the purpose of enforcement.
Please release full information about the “robust processes” mentioned by ( Redacted ) in her email of 1115 today (below). Please explain the manner in which and the extent to which such processes were followed and/or applied in connection with Ms Hilsenrath’s appointments as Director of Strategy and CEO.
10/10/2023
Please send details under Subject Access Request SAR GDPA and provision details of all the cases handled by Ombudsman's health office re the processing timelines of all investigations in last 5 years. 4 years had been too long and would like to know how other families have been treated and their case handling timelines? response to request for clarification Processing timelines refers to all the cases of the last 5 years health ombudsman have investigated. We need to know how long each has taken to come to conclusion and what the ombudsman published handling timelines have been in last 5 years , as these over the years? - full case handling timelines in report form, maybe a chart form etc. Not being signposted to look at individual cases. Only the ombudsman knows how many cases have been processed and if they have met or exceeded their own KPIs handling/processing timelines. Is there an appeal process, if so, please send full disclosure of that process and timelines?
Please send email for Chief Executive Officer at L C C Name and mobile number Land line no Best regards (redacted)
24/03/2022
Please send me a printed copy of your Privacy Policy.
Please send me all of your: internal, published and online documents that determines your procedures, processes and remit in handling complaints against the NHS regarding funding for continuing healthcare. In particular: How you determine the scope of your investigation. What is specifically included or excluded. What documents you require from the NHS. Do you ask for the minutes of the Internal Review Panel meeting. What discussion about the case is necessary between yourselves and the claimant.
Please send me details of how much the PHSO has paid in compensation for PHSO maladministration in the following years: 2017 2018 2019 2020 2021 NB Please list each year separately.
Please send me the awarded tender document for the daily and periodic cleaning of the Parliamentary and Health Service Ombudsman for Manchester and London. I would like the above information to be provided to me via email to view. If this request is too wide or unclear, I would be grateful if you could contact me as I understand that under the Act, you are required to advise and assist requesters. If any of this information is already in the public domain, please can you direct me to it, with page references and URLs if necessary. If the release of any of this information is prohibited on the grounds of breach of confidence, I ask that you supply me with copies of the confidentiality agreement and remind you that information should not be treated as confidential if such an agreement has not been signed.
18/04/2023
Please supply a copy of your acceptable behaviour commitment and unacceptable behaviour policy as it is incorrect on your website.
Please supply the following information for your Agency ONLY, (do not including any data on other agencies or public bodies that may report to you) for the period of 2023: 1. Year of Creation/Launch/Establishment? 2. Your Annual Budget for the financial year of 2022/23? 3. Other Revenue received but not from government? 4. Fiscal Powers: Yes/No 5. Regulatory Powers: Yes/No 6. Do you sponsor other Public Bodies: Yes/No, if yes who? 7. Number of permanent staff? 8. Number of temporary staff (including part timers)? 9. Number of contract staff employed, (self-employed)? Points of clarification: • Question 4: The power to raise revenue from your clients/customer • Question 5: Have the power to regulate your market/sector • Questions 7,8 & 9 that is number employed during the financial year of 2022/23 • Question 7: Permanent and Fixed term employees" (including both full and part time staff) • Question 8: Temporary and contract staff" (contractors and agency temps) • Question 9: Secondments" (non pay-roll staff on secondment from other organisations)
19/01/2022
Please then provide me with the policy and procedure governing this whole process that needs to be followed, along with your escalation route. I would like under FOI how many complaints you have received since 2020 to current date and how many of them you have actually pursued.
Please treat this as a fresh request, namely for (1) copies of the declarations completed by Ms Hilsenrath when she applied for the positions of Director of Strategy and Communications and (ie not "as" - apologies for the typo) CEO; (2) “the required pre-employment checks and declarations” in so far as this involves material not included under (1); (3) full information about the due diligence, if any, carried out when you receive a complaint, particularly in relation to individuals who already work for the PHSO but also in relation to individuals who are applying to the PHSO for employment or who are prospectively doing so or about to do so; (4) please confirm that at no point during the appointment process for the position of Director of Strategy and Communications did Ms Hilsenrath draw to the PHSO’s attention that such a complaint - ie of maladministration, at the EHRC, in which she was implicated - had been made; (5) Is it your position that at the time of my email to Jonathan [Astles] dated 4 October [2021] no further checks were carried out in relation to the question of whether Ms Hilsenrath was implicated in the complaint that had been submitted on my behalf by Peter Bone, about maladministration at the EHRC, nearly a year earlier[?] If that is your position, please release any information that might help to explain why no such checks were carried out; (6) If your “standard recruitment processes” involve any information not covered in the preceding paragraphs please release full information about them; (7) Are you saying that there were no communications between PACAC and the PM on the one hand and the PHSO on the other about Ms Hilsenrath’s performance in the roles of Director of Strategy and Communications and CEO, and/or about her fitness for the role of Interim Ombudsman [prior to her appointment as Interim Ombudsman]? If there were such communications please release them or explain why you are unwilling to do so.
Please will you provide a list of support services free to access and available to PHSO workers, when dealing with complaints and complainants? If possible, please indicate where the service is: - lay or professional (as in legal or medical); - provided in-house i.e. on PHSO payroll or outsourced (e.g. by referral or contract) - where it may be UK required provision (i.e. government defined/funded); - and/or provided through independent service (e.g. through charitable society).
Please will you provide a list of support services free to access and available to the complainant, when dealing with the PHSO? - lay or professional (as in legal or medical); - where it may be UK required provision (i.e. government defined/funded); - and/or where it is an independent service (e.g. through charitable society).
Please would you provide a copy of the “PHSO…guidelines which help us decide whether a case should be reviewed” as mentioned in your e-mail and confirm the date when those guidelines came into effect.
28/04/2022
Please would you supply the details of the case Regarding DNACPR decisions that suggested that DNR forms needed to be completed. I think it was from 1991.
Please, is it possible for PHSO to pull together the following data from its records and systems: 1, the number of compensation payments recommended by PHSO as per the value of compensation, i.e. the number of instances in which compensation recommended was within the following bands: £0-£5k, £5k-£10k, £10k, £10k-£20k, £20k-£30k, £30k-£40k and so on until the highest relevant band of compensation payments (I know PHSO has recommended payments of around £250k in some continuing healthcare complaints).
01/09/2023
Q.1) In the past, 5-to-10 years,how many many-years-out-of-time complaints to the PHSO-has the PHSO accepted on the grounds of 'special reasons' i.) of your answer in Q.1) above, what was/are the ethnicities, and disabilities of complainants that the PHSO accepted ? Q.2) From the past 5-to-10 years, of how many times, and/or in what circumstances,- has, or would, the PHSO recommended remedy by the DWP, WPPs, Employment Agencies, Court & Tribunal Services-pertaining to a complaint brought to the PHSO office's attention? i.) Of your answer to Q.1) above,-what are/were the ethnicities, and health condition/status, of the PHSO complainants?
Q0043 - PHSO Stakeholder Survey 2021. The awarded tender details can be viewed here https://app.contractsadvance.co.uk/release/2320477. Please provide the following: • The suppliers who applied for inclusion on each framework/contract and who were unsuccessful at the PQQ & ITT stages Insert company names here:
Q1 - At what point in the complaint consideration process did or does the PHSO enquire about complainant's disabilities, to ensure due allowance and adjustment is made to comply with Laws? You have given: "PHSO requests information about any required adjustments to its service at many points during the case handling process. Our complaint form asks service users to explain any adjustments required. Our Service Model guidance sets out the requirements our caseworkers need to meet" (a) I'm sorry can you please clarify PHSO responsibility to ask about disabilities (as per requirement of duty under the Act). Never in the entire duration of a case known to us both has PHSO you ever asked about fitness or disability to cope with NHS or PHSO service complaints OR cases brought to you by me. This is a nonsense. I have told PHSO many times to many-faceted workers and specifically to PHSO chief Behrens that growing disability has been a problem in the entire process, including trying to even get recognition of disabling abilities. (b) You also said "many points during the case handling process" which appears to be pure conjecture and opinion with which I wish you would not cloud specific FOI questions." . At what 'many' points, please, considering that approaches are also be made verbally? My experience is that verbal or email 'returns' would be the norm for Service complaints, and in fact has been, and would apply in cases of FOI service complaints. (c) It is not the service-user's obligation to declare any disabilities under the Act., or to determine what adjustments the PHSO--the provider--might need to make. The process you describe appears to ignore this. Please can you be more specific? Q2 - Then, during the run or lifetime of PHSO considerations, how did or now does the PHSO keep up to date with complainant's disabilities whether becoming more or less debilitating?" As above - the PHSO has never shown an interest in disability either at the start of a case or when service complaints arose during its progress (including your own FOI dept. response to say PHSO doesn't need a complaint process". In any case, the same difficulties are encountered during feedback of issues regarding terms of case dismissal or closure, or of PHSO mental abuses of complainant--spoken or written. I have to ask again therefore--if these workings are in model or guidance as you surmise--how has it been 'policed' by managers during complainant interactions including any follow-up on subsequent failures? Please can you be more specific about PHSO policing and recording of this issue and reporting to PACAC on abuse of disability in complainants? And: You have given: "This information is reasonably accessible to you, therefore it is exempt under Section 21 of FOI Act etc etc." also "you can access this information on our website... in Guidance" i.e. Not Policy. An Aside: "This information is reasonably accessible to you" . Wrong, actually. If I may, I will give that your statement of conjecture is contentious to say the least, since neither yourself nor the PHSO in general casework has ever ascertained how reasonably accessible that information is to me and especially due to the complexity and how user-averse the PHSO website is, and the frequency information is edited without notice. It may be that I could ask you 6 times and you will give me 6 totally different references which I may have difficulty finding without such. There is no need to quote too-often-used exemptions where information can be accurately and practically referenced elsewhere. Q3 - In both the above cases, what questions were or might now be put to the complainant to establish level of ability? I am more confused by this: if there is no mandatory Policy or even no optional Guidance on this, how does the lay caseworker probe and assess PHSO needs to address the disability--as per under the Act? Please can you be more specific? I can see that there are questions revealed now that might be put under new FOI but to help circumvent that need perhaps my asking for a Review of the answers given should be undertaken by your line manager or the next most suitable officer in lieu? I request a review please.
Question 1: Do I have to be clever to make a complaint to mental health services? Question 2: If I'm not clever, does that mean I cannot complain? Question 3: If I'm socially awakward/disabled, can I still dispute my care in mental health services? Question 4: If I cannot talk very well or write very well, does a complaint normally go unanswered? Question 5: If the complaint response does not fix my experience, can I complain again? Question 6: How does one resolute a complaint without the PHSO? Question 7: If there is a systematic or mental health reason that I could not make a complaint sooner, is it lawful to shut down a complaint within the NHS or the PHSO on a one year time limit? Question 8: Would it be illegal for someone to interfere with a patients mental health disturbingly when making a complaint to the NHS? Question 9: If the answer to question 8 is yes, does that therefore override the 1 year time to make a complaint? Question 10: Would it be fair to say that a complaint can be made after the 1 year time limit at a point in time you realise the organisation failed you, if it was say several years after the first negligence? Question 11: If a patient did not recognise negligence in the first admission, do patients have to have precognition to be able to submit a legal complaint with the 1 year time limit? Question 12: If a complaint response comes back looking really professional, but a patient recognise they've been using legal technicalities to destroy the complaints going further, am I legally allowed to complain on a narrative like a "twat"? Question 13: If I "blow a fuse" with the entire complaints process and decide to talk to the complaints team in text or speech like they are "twats", does that stop my complaint? Question 14: Can I professionally be a "twat" to point out the flaw of a complaints process that mental health professionals have been "twats" too? Question 15: How many times does it take to point out to the system that the mental health approach almost killed me, or have tried or trying illegally detained me, before I start being taken serious? Question 16: Do you as a professional see the point of flaw within your complaints process that it doesn't matter if you speak professionally with all the legal jargon or speak with emotion, complaint process will find any legal technicalities that will close down the complaint no matter what?
05/10/2023
Questions. Q.1) Please can you tell me what was the PHSO's final decision/outcome of Mr. (name redacted)'s case, what was the PHSO's complaint, or complainant, category description that Mr. (name redacted)'s complaint was allocated to, (and can you include your forthcoming reply of my Mr. (name redacted) enquiry,-in a pdf format letter)? Q.2) Pursuant to your response of 2.) i.) below,-please can you tell me of all of the category names of the PHSO's descriptions/descriptors pertaining to, i.) HMCTS complaints? and ii.) DWP complaints? and, i.) the '...specific categories...' of HMCTS and DWP complaints that I am enquiring of to your office,-are pertaining to whether those '...specific categories....' of complaints entail, or describe, -HMCTS complaints (of not obtaining a review or appeal of a Court case, similar to the above-mentioned PHSO/High Court case of Mr. (name redacted)? and, -DWP complaints (of complainants complaints pertaining to the DWP's Jobcentre Plus office Work Coaches employment-finding service delivery involving JSA/UC/ESA Claimants)?
Request For a Copy Of The PHSO Procedures Concerning How The PHSO Deals With Formal Complaints Made Against Them & At What PHSO Stage Are Medical Records Requested For A Case, Ie: At the Initial Case Assessment Stage Or At The Investigation Stage?
Request: 1. How many complaints involving eating disorders have been brought for investigation, since inception of such data recording, and to date. 2. How many complaints have been brought for investigation, following deaths due to eating disorders and associated mortality. 3. How many complaints involving eating disorders, have been upheld by the Ombudsman. 4. How many NHS eating disorder service providers have been recorded as having failed patients with eating disorders. 5. How many private eating disorder service providers have been recorded as having failed patients with eating disorders. 6. How many complaints have been brought for investigation, involving 'deep brain stimulation' in Anorexia Nervosa.
15/06/2023
Response to 00000919 where section 12 exemption applied: To aid in your search, I have narrowed down the search parameters: . Instances where the complainant has experienced inappropriate behaviour from a police officer, staff member, contractor or volunteer. For instance, they were rude or aggressive. . the witnessed acting inappropriately by a police officer, staff member, contractor or volunteer . issues arising from having been adversely affected by the conduct of a police officer, staff member, contractor or volunteer, even if it did not take place in relation to them. To be clear I am after: . the number of recorded complaints; . the number of investigated complaints; . the kind of ‘reasonable and proportionate’ resolution for complaints that have NOT been investigated; . the outcomes of complaints that HAVE been investigated. . Number of VRR (Victim Right to Review for rape and other sexual offences during the same time frame 01/05/2022 and 30/04/2023.
Since icp was removed as a complaint option for veterans going through the complaints process against veterans uk - 1- how many veterans have came to phso in 2022 . 2023 and 2924 2- the success of each veterans complaint processed by Phso again In 2022 , 2023 and 2024 3- how many complaints were decided in favour of veterans uk again in 2022,2023 ,2024.
Since lockdown meant that councils could delay responding to FOIA/SAR requests during lockdown (as advised by the Information Commissioner’s Office), so that complainants were unable to make complaints to the ombudsman within the one-year required, how did the PHSO deal with this situation? What allowances did it make for complainants then unable to comply with the' one-year timed out' rule?
Since moving to the new ‘decisions portal’ sometime in March 2015 the PHSO has not posted ANY case outcomes against the Information Commissioner/sOffice (UK Data Regulator), neither is there any results for abbreviation ICO. Three search terms, no results. These document/case outcomes have not been published. Therefor I am requesting under the FOI Act 2000 copies of all PHSO cases against the ICO from March 2015 to date, 10th August 2022.
03/11/2023
stated about my subject access request under the DPA/GDPR -"under our legislations for investigations to be held in private, but gave the 3 docs relied upon in the ME"• please explain a) what is the PSHO "legislations for investigations", b) please se nd me a link to a copy and the part of the "legislations" being relied on to stop my access to my personal data, c) which are the" investigations to be held in private", just PHSO investigations? And/or are you counting OPG investigations? And/or are you counting County Council investigations? And/or are you counting police investigations? Please send me all the relevant links to documents covering these questions, explaining which parts pertain
20/10/2022
Statistics on PHSO employees as to how many have had autism/asperges training and which have not Information on whether PHSO is short staffed Case workers full name, position, my accredited qualifications and why i was given the case. Similarly, the same for whoever i may have discussed this with. Copies of our Ethical, Equality and Diversity policies Who was head of equality and diversity, their name and direct email
Taking 2019/20 for example you state that the Ombudsman received 5,623 cases but with 0 complaints resolved by meditation, 1,253 decided following primary investigation and 50 resolved with agreement of the complaint at the initial check ,4,320 are not clearly analysed. Can you please explain what happened to the 4,320 cases? Can you explain what is included in the 1,253 cases i.e. all rejected? You then include a second section entitled decided following detailed investigation which numbers 78. This would indicate that you only carry out detailed investigations on 1.4% cases submitted to you in 2019/20. Given the level of work before cases are submitted to the Ombudsman, is it correct that 98.6% of submissions are not subject to detailed investigation? The 78 is broken down into upheld (13), partly upheld (36), not upheld (28) and otherwise resolved (1). This section is confused by the addition of 18 discontinued investigations which would increase the total to 96 cases. The final % analysis is in relation to 96 cases. I note that of 5,623 cases submitted to the Ombudsman financial compensation was limited to 3 cases at little more than a notional amount. Can you please provide information on the cost of the Ombudsman Service since 2019/20.
Thank you for sending the attachment with regard to the Ombudsman Academy. It doesn't really answer my question as to who sets the curriculum and who accredits the qualification as this project is in the very early stages of development. The document states that PHSO already has a 'training unit' so could you please supply me with the information on who sets the curriculum and who accredits the qualification in regard to this active training unit?
Thank you for the information. I have just one simple query relating to the salary. 'Grade/ Salary-Grade G Assistant Director plus additional 10% as operational deputy' I can find nothing on your website to explain what 'Grade/Salary-Grade G' means: https://www.ombudsman.org.uk/about-us/corporate-information/freedom-information-and-data-protection/our-publication-scheme/our-broad-pay-ranges Information on salaries is provided on salary scales 2-8 and (i) executive directors (ii) directors and (iii) lead clinicians and clinical advisors. The executive director's salary scale, for example, ranges from £68,817 – £298,562. What exactly does 'Grade/Salary-Grade G' mean?
22/06/2023
thank you for the response to my FOI with regard to decision reviews. Could you please clarify some of the data for me? You state that in 2020/21 you received 280 decision review requests yet you carried out 455 decision reviews that year. 1. How many decision reviews were carried over from the previous year? 2. The way the data is presented it looks as though you review every request made but from previous experience, I know this not to be the case. Is the 280 figure the total number of decision review requests you received in 2020/21 or is it the number of decision review requests where you actually carried out a review? 3. If the 280 figure does not represent the total number of decision review requests received can you supply that figure?
15/02/2022
Thank you for these informations. Please can I further ask, the two cases you state are currently open from what year/dates are these? Can you tell me any information about the cases e.g a summary of the issue/concern?
22/01/2024
Thank you for your email. It does not seem to deal with my questions. Please clarify your response as follows: 1. I requested numbers of complaints the PHSO received over the past 10 years concerning the OPG, further broken down by categories of type of deputy if such a distinction is made. Your email states that attached is a table contains data up to 2015-16 only. However, the table appears to list data up to and including 2022/2023. Is this correct? 2. Please clarify whether the PHSO does or does not record on its database they type of deputy category. 3. The link to your decisions portal you provided shows that decisions are recorded only from 1 April 2021. Is that correct?
Thank you for your reply with clarifications. You also state: “In our previous response, we informed you that we could provide figures from the last two financial years, as this would be within scope. Please let us know if you would like us to do this.” Can you please provide the data for the last two years.
Thank you for your reply. Please review my request. In answering my first question, it does appear that PHSO received many complaints (249) over the past 10 years, relating to The Pensions Ombudsman (TPO) but none have been accepted for detailed investigation. Your website shows that Pensions Ombudsman Service is one of the organisations you can investigate. It does therefore appear that many individuals seeking help from you have been very disappointed to have their complaint treated in such a manner. Evidently, it has been a complete waste of their time and that of their MP. My second question has not been answered: Can you please tell me, what type of complaint about TPO is considered by PHSO? Can you please answer this question? Perhaps you do not have a logical answer to this question. If this is so, please let me know?
Thank you for your response. I would be grateful if you could supply further information. On your website, you state that you follow a three-step process. https://www.ombudsman.org.uk/making-complaint/how-we-deal-complaints [Q1] The term 'primary investigation' must indicate step two in the process - deciding whether to investigate your response. These used to be called 'assessments'. Can you confirm this is correct? [Q2] If cases are closed at this stage no report will be written so is it accurate to call these 'primary investigations'? [Q3] There is no paper trail for these cases that would enable big-picture analysis of maladministration hotspots. Has this deficit been considered by PHSO? In your annual report, you state that 612 cases went on to detailed investigation in 2021/22. That represents just 8.3% of the total number of primary investigations for that year. [6,760 + 612]. [Q4] Has PHSO carried out any research into the reason why such high numbers [approx 92%] of people put forward complaints with no evidence of maladministration? Dismissing a high volume of invalid cases at primary investigation stage is costly. How does the Ombudsman propose to educate the public so that they don't waste time putting their complaints in writing [via their MP] when there is no substance to their complaint?
29/11/2021
Thank you, I’ve had a look at the figures in annual report 2019-20 first. I’m not a statistician, but I’d like specific figures on complaints relating to palliative care. Specifically, digging down, how many complaints does the PHSO receive in relation to palliative care, care in the community, hospices? Specifically in relation to GSTHT/GCC, in an ideal world, I’d like to see data related to the events listed below. I accept that the specific set of figures I hope to access are a lot more granulated than the figures I have so far been able to access through NHS digital, so maybe the data doesn’t exist yet for: How many palliative patients are referred by GSTHT/GCC straight to palliative care in a hospice? How many palliative patients are referred by GSTHT/GCC to palliative care services in the community? How many of these people arrive in A&E / are admitted to hospital while being cared for in the community? How many of these people are discharged from hospital having been admitted while being cared for in the community? How many of these people are readmitted? How many of these people die in hospital? How many of these palliative patients are transferred from hospital through continuing care to hospice care?
The amount of parent/s accused of FII and/or Complex Presentations that have had a child under ( name redacted ) during 2011-2018 whilst working at GOSH Gastroenterology? The ratio of diagnosis of children of ADHD by ( name redacted ) of Thurrock compared to paediatric colleagues of Thurrock between 2011-2021? How many parents alleged to have/show FII and/or Complex Presentation by ( name redacted ) of Thurrock between 2011-2021?
The attached response to my Freedom of Information request last year shows a drop off in complaints being investigated during 2019-20. Whilst this is doubtless in part due to the Ombudsman’s decision to stop accepting new complaints or progressing ongoing complaints during the height of the COVID-19 pandemic, I would be grateful if you could advise what allowances have been made for people who sought to refer complaints in 2020 but were unable to? Please could you also provide an update on complaints figures since new complaints were reopened.
18/03/2022
The current number of employees who are responsible solely or predominantly for diversity issues in your organisations (e.g. Diversity Officers, Inclusions Officers, etc., or those whose roles are mainly deal with similar responsibilities). The total sum spent on the salaries of such roles. The average salary and salary range of such roles.
17/02/2023
The date range for the request is for 2022. The data shall include a breakdown by individual departments (e.g. separate departments, agencies, or public bodies within the main government agency), if applicable. Where data isn't available for the entire year, please provide the data and timescale it relates to (e.g. X emails over the last 90 days). 1. How many malicious emails have been successfully blocked/detected? 2. If possible, please provide a breakdown of figures by malicious email type, e.g. spam, malware, phishing, and ransomware. 3. What percentage of malicious emails were opened by staff? 4. What percentage of malicious links in the emails were clicked on by staff? 5. How many email accounts/employees are there within your department?
The details we require are: • Suppliers who applied for inclusion on the contract and were successful & not successful at the ITT stage • Actual spend on this contract, from the start of the contract to the current date • Who is the senior officer (outside of procurement) responsible for this contract?”
The DfT Independent Complaints Assessor (ICA) Annual reports for 2019-20 (at p23) and 2020-21 (at p32) mention a Judicial Review of the DVLA in respect of provisional disability assessment licences (PDALs), and the inclusion of time within the PDALs for pre-assessment tuition. Question: are details of the Judicial Review judgement available, and if not, what was the date and reference of the Judicial Review?
08/11/2022
The enquiry line is closed today for staff training. Please supply a copy of the internal complaints procedure. I am not happy with the work done by a case officer and his refusal to comply with due procedure. I have tried emailing Rob Behrens Executive Chairman of P&HSO but there is no server delivery receipt: please confirm his email address.
The nature of the issue is.You didn't know what a Series Incident even is? Your reviews from what looked like next of kin who had gone down the path of resolution wanted no compensation but came to a standstill with no resolution.These reviews lots of them all the same horrendous complaint's because the Ombudsman service rejected them.You then got lots of phone calls .Abuse. You then shut down because of this.I couldn't contact you regarding my case.Even when my phone number was not witheld. Over 2 weeks. I have a case and I am entitled to no what to expect looks like very little.You know how many cases you have rejected and you are refusing me this information by bringing 450 pounds into it to be rid of me.I don't trust any of your caseworkers and I would like an internal review please
The number of complaints about maladministration received and answered by HMCTS in the years 2017, 2018, 2019, 2020, 2021, 2022? And. The number of complaints received about HMCTS staff with attitude problems towards providing reasonable adjustments in respect of the protected characteristics disability in line with Equality Act 2010 disabled people using HMCTS in the years 2017, 2018, 2019, 2020, 2021 and 2022? https://phso.houseonthehill.com/supisacs.dll?ID=41541d5f4ab34643&T=1673962013&A=Desktop&Form=Configuration
The number of complaints the Parliamentary Ombudsman received regarding maladministration by Veterans UK Norcross in the years 2019, 2020, 2021, 2022?
The number of similar refund complaints since 01/10/2104 when vehicle tax became no longer transferable . In addition , how much has it cost the taxpayer defending this unfair mode of practice.
11/04/2023
The Ombudsman is currently working under a restricted service where complaint assessments are concerned. Why is this? Has the PHSO been advised by Government to restrict its service provision so that complaints which might previously have been taken on, are now excluded? If the answer to this question is 'yes' please provide dates and details of discussions involved.
The Ombudsman was in Stockton-on-Tees on the 20th and 21st of March for the first of a series of regional roadshows: https://www.ombudsman.org.uk/news-and-blog/news/ombudsman-lends-ear-stockton 1. Please provide the dates and locations of all other planned roadshows. The news includes: 'PHSO will hold a free advice clinic for members of the public on Tuesday 21 March at Citizens Advice. The Ombudsman's caseworkers will be on hand to help anyone who has had issues when using a public service or the NHS. They'll talk through the process for complaints and the options available to people who want to complain.' 2. Please provide any reliable estimate you have of how many members of the public attended the free advice clinic. 3. Please provide the number of caseworkers who were on hand to help. 4. Please provide the number of people the caseworkers helped and brief details of how they helped.
01/08/2022
The parliamentary ombudsman has been proceeding with stage 2 of the complaints about communication of the changes to woman’s state pensions for a year now. In an update in February it was stated that the DWP had until the end of March 2022 to provide additional information for consideration by the ombudsman before the second stage is completed. There has been no update in the following 5 months. Due to the lack of information I would like to know 1.If and when the DWP submitted the information requested by the end of March 2022 2.Has the ombudsman received all information requested from other interested parties by the required date. 3.If all information has not been received how many request have been made to expedite the completion of the ombudsman’s requests? 4.I would like to see copies of correspondence relating point 1 and 3. Finally I want you to be aware there are thousands of people across the country who have waited years for the conclusion of this investigation. In my view and in the view of many others we continue to be let down by the organisations who are supposedly there to protect our rights.
27/06/2023
The PHSO considers 1000s of complaints every year and sometimes a complaint is closed as Upheld or Partly Upheld. Is there any information available for analysis and scrutiny, regarding whether either of these types of 'uphelds' were actually a specific part of the complaint, as follows: In the instance where a complaint was upheld or part upheld, but the issue found was: (1) Not in the detail of original complaint? (2) Related to issues submitted, but not specifically claimed as complaint? (3) An issue not related to the complaint? and (4) Does your case data recording system facilitate extraction of this data?
13/12/2023
The PHSO Evidence for PACAC's Scrutiny:- https://urldefense.proofpoint.com/v2/url?u=https-3A__committees.parliament.uk_writtenevidence_125826_pdf_&d=DwIDaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=aYXZoiHMXvnh16Ly0RpfPUCAfDPPdnwknix7sKDL1CWAkrxFyZb6dMvbJPBuIUVj&s=SqzNrG184ownJPfOGiYFrn1rwVkw2qYP5S5xmFFUtJU&e= States:- > 4.4. Ombudsman Reform > It is now eight years since the Government endorsed the principles for > reform of the public service Ombudsman system and yet no legislation > has been tabled to bring about these vital reforms. > Since 2015, services in the devolved nations have been modernised. In > England, and for reserved UK matters, the system remains complicated > to navigate, inefficient, with barriers to justice for individuals, > and a significant opportunity cost for public services. Independent > research commissioned by PHSO in March 2023 demonstrated the cost > effectiveness and efficiency of proposed reforms, saving £7.7m > initially which in turn could bring an additional > c.£40 million in benefits across the public service system over a > 5-year period11. In March 2023, we co-hosted a roundtable and panel > discussion with the Institute for Government, attended by Ombuds and > parliamentarians, to build consensus on key priorities for Ombudsman > reform. > PACAC and other select committees (including the Joint Committee on > Human Rights) have consistently supported reform. The independent 2022 > peer review of PHSO’s service agreed > that: “Further delay in achieving effective reform not only weakens > the Ombudsman; it also disadvantages complainants and the public as a > whole. For these reasons, we strongly recommend that the UK Government > should progress with Ombudsman reform”. I would like to know who are the 'other select committees' referred to in paragraph 3.
The PHSO said it had received 501 complaints about the trust since January 2021 and found evidence of avoidable patient death, but had not been invited to contribute to the reviews of UHB carried out by the Birmingham and Solihull Integrated Care Board (ICB) and NHS England. The requester asks, “how unusual this is?” (501 complaints) “What is a typical number of annual complaints about an acute trust?”
The PHSO Service Model Policy and Guidance states, "If you have any ... questions about the guidance or related issues then please email". Please can I request these questions are responded to quickly as I require the answers for my Judicial Review? My questions are - 1) Please will you email me a copy of the PHSO "Supervision Model and the Delegation Scheme"? 2) Please will you email me a copy of the PHSO "Service Model general guidance? 3) From the casework reference library, please will you email me all the information held on the specific subject area of PHSO 'timed-out'/'out of time' complaints and the meaning of the word "aware" within your casework and the Parliamentary Commissioner Act(PCA) 1967 legislation? 4) Please will you email me a copy of the PHSO manual for Dynamics 365? 5) The Parliamentary Commissioner Act 1967 (c. 13) is amended as follows-- In section 6(3) (provisions relating to complaints) for “may conduct an investigation pursuant to a complaint not made within that period if he considers that there are special circumstances which make it proper to do so” there is substituted— “(a) may conduct an investigation pursuant to a complaint not made within that period if he considers that there are special circumstances which make it proper to do so, or (b) shall conduct an investigation pursuant to a complaint not made within that period if the House of Commons so resolves”. Please confirm that PHSO is following this amendment for Parliamentary Commissioner Act 1967 (c. 13) s.6(3)?
The policy statement upon which you received complaint and acted upon the complaint that I raised in June 2019 so that I would be able to read for myself the rule or practice upon which my complaint that was accepted in 2019 was no longer accepted in 2022. This is important for me to understand from your perspective that I was not treated less favourably on grounds of being from the Black African Racial Background and/or medical condition.
22/12/2023
The Public Administration and Constitutional Affairs Committee (PACAC) opened its inquiry into the Ombudsman's 2022-23 Annual Report on 13th September 2023. The deadline for the submission of evidence was 20th October 2023. I ask for the following information 1. Either prior to the opening of the PACAC inquiry, or the closing date for submissions, did PHSO make any direct written or verbal communication with a) any individual b) any organisation and inform them that the inquiry was to take place 2. If such communication was made, to whom it was addressed. 3. If such communication was made, on what date(s) did it occur 3. In so far as I can see, the PHSO website, was silent regarding advertising the PACAC scrutiny session. There is nothing recorded in the news, blog or publication sections. Please confirm that PHSO gave no general information that the inquiry was taking place and that the public could give written evidence.
The request pertains to obtaining guidelines and policies from the Parliamentary and Health Service Ombudsman (PHSO) concerning the formal and final intervention process in cases where initial inquiries go unanswered. I am keenly interested in: a) The investigation procedures and timeline in cases where the organisation, subject to a complaint filed with PHSO in 2021, did not respond to initial inquiries, leading to the initiation of the formal and final intervention process; b) The timeline utilised during the formal and final intervention process, along with subsequent procedures employed by PHSO should the intervention prove unsuccessful. Including information on PHSO criteria applied to both the complainant and the organisation post-completion of the formal and final intervention process.
The request: 1. How many complaints has the Parliamentary Ombudsman received for investigation each year in the last 10 years? 2. How many complaints have been investigated by the Parliamentary Ombudsman each year? 3. How many complaints were rejected for investigation by the Parliamentary Ombudsman each year because they were claimed to be too old? 4. How many complaints rejected each year involved the death or serious injury of the patient?
The Tavistock Adult & Adolescent department was I believe the name you require- 2014 to 2016 would be the relevant period when it came to the PHSO. Help me understand how I can help you narrow the focus of your search to only what is relevant. Looking at the attached spreadsheet you have sent already I don’t see any closure dates that you mention as being there in your email, only the date of the complaint itself (?).
The total number of cases you have handled each year, as well as the current number of cases under investigation. The average wait time for a response, broken down into categories of 3 months, 6 months, 12 months, and 18 months or longer. The average time it takes for cases to be fully resolved.
There were 2381 cases recorded as out of remit – body out of jurisdiction in the period requested (33 months). This reasonable equates to 72 cases a month. To request copies of all documentation where it has been proven that It has worked Them helping You to redirect eg 2381 cases And The approx 72 cases per month Response following request for clarification. PHSO site says Quote If you are happy with our service If you think there is something we have done well, we would like to hear from you. If you would like to tell us about your experience, please let the person handling your complaint know. They will capture and share your feedback to support our learning and so we can recognise and promote excellence. End quote You asked for clarification Please describe fully what documentation is being requested. The term “proven that it has worked” what information that is held does this refer to. Proven it has worked refers to where your quote is that:- They will capture and share your feedback to support our learning and so we can recognise and promote excellence. Please bear in mind the legislation allows access to information 'held' by us and not for the creation of new information or opinion. Information captured Information shared Information supporting your learning Information promoting excellence The 2381 / 72 cases per month is data
08/07/2024
Therefore I am interested to know of the PHSO's actual approach here even maybe despite of the formal law that I am told about currently on its website. Namely about its inability to receive legally valid complaints at the moment because there are no MPs.
Therefore in light of your first bullet point on page 2 of your covering letter could you please provide the following • An explanation of the clinical advisors terms of reference. If there is a document covering these that will suffice. • A copy of the Principles of Good Complaint Handling to which you refer •
Therefore, this is both a Subject Access Request and Freedom of information Request to disclose any and all documents, records of internal communication regarding or pertaining to the volume of case load and waiting times that the PHSO holds. Specifically and generally as they apply and relate to my PHSO case and or other PHSO cases. CLARIFICATION RECEIVED: I think that it would therefore be more helpful if you could include any relevant information or documents regarding the case work process, including the intake process and how long it will likely take. To assist you in this it would be useful to know and provide the current caseworker load and estimated time for complaints to be finalised.
These numbers are not reflective of what was wrote in the PHSO stats for 2016-17 on page 26 of the below link which states the 50% of complaints were upheld. https://www.ombudsman.org.uk/sites/default/files/PHSO Parliamentary Statistics Report 2016-17_1.pdf Please can you send a full dataset of the last 11 years so I can verify. Original case ref 00000440
25/07/2024
This FOI request asks for information relating to service improvement recommendations issued by the PHSO (as opposed to personal remedy recommendations). I am interested in the number of such recommendations issued by the PHSO, the breakdown between health and parliamentary complaints, the recommendations made to specific public bodies, the nature of such recommendations and the outcomes. I do not know whether or not the PHSO collects any or all of this information, so I can only request it. Furthermore, I appreciate that considering this request may be somewhat onerous, but I would suggest that there is value in sharing this information in order to understand service improvement recommendations and how public bodies respond to them. I also appreciate that statistical data alone needs to be understood in a wider context and that there may be a number of caveats in seeking to interpret and understand such information, which I would, if possible, be interested in learning about. Could I please kindly request the following information: 1. The number of service improvement recommendations issued by the PHSO to public bodies per year; 2. could you please provide this information for each year that such information has been collected; 3. could you please provide the breakdown between the PHSO's health and parliamentary jurisdictions; 4. could you please provide the number of service improvement recommendations issued to specific public bodies concerned eg government departments and NHS bodies; 5. could you please provide any information concerning the generic types or categories of such service improvement recommendations, eg that a NHS trust devise an action plan (if such data is collected); 6. could you also please provide the number of such recommendations which are accepted or actioned by the relevant public body (if such data is collected).
This is a request for information from the Parliamentary and Health Service Ombudsman under the Freedom of Information Act 2000, relating to complaints of sexual misconduct made against NHS staff. Sexual misconduct includes, but is not limited to, inappropriate comments; inappropriate touching, sexual harassment, sexual assault, indecent exposure, and rape. Please note, there are two parts to my request. Please can you provide the following information: 1. Since 1 January 2015 up to 31 December 2022, how many complaints of sexual misconduct against NHS staff has the Parliament and Health Service Ombudsman investigated? For each complaint please provide: • The nature of the allegation • The gender of the complainant • The gender of the staff member 2. Since 1 January 2015 up to 31 December 2022, how many complaints of sexual misconduct against NHS staff has the Parliament and Health Service Ombudsman upheld? For each complaint please provide: • The nature of the allegation • The gender of the complainant • The gender of the staff member
15/01/2024
This is a request to the PHSO under the Freedom of Information Act. Please let me know (by electronic communication): 1. How many complaints the PHSO has received over the past 10 years concerning how the Office of the Public Guardian had dealt with complaints about deputies for financial and property affairs? Please provide the answer to question 1 broken down any categories of type of deputy appointment if such a distinction is made. 2. Please provide a further breakdown of complaints received to show: a. the number of such complaints found to be outside of the PHSO’s remit; b. the number investigated but found unsubstantiated; and c. the number upheld. 3. If there is a webpage link to summaries of complaints as defined in question 1, can you please provide it to me.
This is a request under the Freedom of Information Act 2000 (FOIA). Please provide any information that you hold answering to any of the following descriptions: 1. Any application you made in 2019 or 2020 to be a "Stonewall Diversity Champion" or to be included on Stonewall's "Workplace Equality Index," including any attachments or appendices to those applications. Please redact personal details if necessary.
This is a request under the Freedom of Information Act 2000. My reasons for these requests are in italics. Response may be by email, preferably using a pdf format for any attachments. The office email address for Mr Behrens. This has been requested several times but has been ignored. I am not satisfied with the way my case has been handled. The deficiencies identified should, in my opinion, be brought to his attention. The internal instructions defining maladministration. The policy document explaining why these are not available on the internet like most other government departments. I have been told that when a government department is acting outside its legal authority, this is not maladministration. I want to see how this is defined.
This is an information request relating to payments made to charities and third sector organisations. Please provide the following information for 2018-19, 2019-20 and 2020-21: • The value of grants made to each of the organisations listed below. Please provide the information for each of the three financial years separately, and list all grants separately. • The value of loans made to each of the organisations listed below. Please provide the information for each of the three financial years separately, and list all loans separately. The payments made to charities and third sector organisations relate to the following only: • Operation Black Vote • U.K. Black Pride • Mermaids • Ozanne Foundation • Gendered Intelligence • British Medical Association • ActionAid UK • Hope Not Hate • Led by Donkeys • Extinction Rebellion • Migrants Organise • CLASS • Black Lives Matter • Action on Smoking and Health • Action on Smoking and Health Scotland • Action on Smoking and Health Wales • Breath 2025 • Association of Directors of Public Health • Improving Performance in Practice (previously Public Management Associates)
This is an information request relating to payments made to charities and third sector organisations. Please provide the following information for 2018-19, 2019-20 and 2020-21: • The value of grants made to each of the organisations listed below. Please provide the information for each of the three financial years separately, and list all grants separately. • The value of loans made to each of the organisations listed below. Please provide the information for each of the three financial years separately, and list all loans separately. The payments made to charities and third sector organisations relate to the following only: • Royal Society for Public Health (RSPH) • Independent Sage • NHS Confederation • Keep our NHS public • SOS NHS • Care and Support Workers Organise • UNITED VOICES OF THE WORLD • Health Campaigns Together • Doctors for the NHS • We Own It • The People's Assembly • Zero Covid Coalition • Health Campaign Together • Docs Not Cops • British Association of Physicians of Indian Origin • Association of Pakistani Physicians of Northern Europe • Royal College of General Practitioners • Royal College of Ophthalmology • Royal College of Psychiatrists • Royal College of Obstetricians and Gynaecologists
This is an information request relating to staff networks. Please include the following information for the following years, 2019/20, 2020/21, 2021/22 and 2022/23: • A list of all the staff networks at the organisation • Whether each network receives internal funding and, if so, how much (please express annually for the last four financial years) • How much FTE equivalent staff time each network is entitled to. For example, a staff network may have a chair who’s entitled to spend 10% of their working hours devoted to the network (please express annually for the last three financial years) • A list of events that each network has held in this financial year so far (April to the present day), including the title of the event, information on any guest speakers and the time of the event
This is an information request relating to the cost of producing an annual gender pay gap report. Please include the information for each of the following periods; 2019-20; 2020-21, 2021-22: • The cost of producing each gender pay gap report, including a breakdown of the cost such as the number of FTE staff working on the report. This should cover the full process of producing the report including research, drafting, proof-reading, communications etc. • Any internal assessments of the costs and benefits of producing the report
29/09/2023
This is an information request relating to the number of staff who are allowed to work from abroad. Please include the following information, for the 2020/21, 2021/22, 2022/23 financial years: • The number of staff, per year, given permission to work from abroad • For each member of staff granted permission, please provide their pay band, the country they have been allowed to work from, the length of time that they have been allowed to work for and the dates they were allowed to work from abroad. Please also provide the reason. If any of this is not possible to provide, please provide the remaining information
08/09/2022
This is an information request relating to the number of staff who are contractual home workers. Please include the following information: • The number of staff that currently work employed by the organisation that are contractual home workers Please also include the following information: • The number of contractual home workers employed by the organisation in each of the last three financial years: 2019-20, 2020-21, 2021-22 By “the department” I mean the core department By “contractual home workers” I mean employees who have it written into their contracts that their normal working arrangements are to work from home.
09/12/2022
This is an information request relating to the number of staff working at the organisation. Please include the information for each of the following financial years; 2019/20, 2020/21, 2021/22: • The number of staff working at the organisation in each of these financial years • The total wage bill for each of these years Please also provide me with the current headcount of staff.
This is an information request relating to the Stonewall UK. Please include the following information: • Was your organisation a member of the Stonewall Diversity Champions scheme in the financial year 2022-23? • What was the membership fee given to Stonewall as part of their Diversity Champions programme in 2022-23 by your organisation? • Is your organisation currently a member of Stonewall’s Diversity Champions programme? • What additional monies have been given to Stonewall in 2022-23? Specifically, this incorporates: • Events/conferences (where, for example, your organisation has purchased tickets to attend or entered raffles or auctions organised by Stonewall). Please name any events/conferences that your organisation attended and the date attended. • Other programmes (such as LGBT Leadership programme, LGBT Role Model programme, Ally and/or Trans Ally programmes, as well as Train the Trainer programmes etc).
This year we received 86 pieces of positive, written feedback from people who used our service and from organisations we investigate. https://www.ombudsman.org.uk/sites/default/files/HC 526_Annual_Report_and_Accounts_2021_2022.pdf p36 Can you tell me how many pieces of positive written feedback came from people who used your service and how many came from organisations you investigate?
To clarify.. the data to show what exactly did the ombudsman do to ensure fairness for complainants from organisations’ lockdowns that were not their fault. Because the lockdown problem must have been obvious to the ombudsman, I was primarily looking for any DATA from a Committee (or other..if the format of meetings were changed during lockdown periods) THE DATA of the Decision/s after it/they had discussed the problem of limiting complainants to a one-year -cut- off period to make complaint - as it would have been clear that they could be severely disadvantaged by lockdowns. - And many would have been able to collect their evidence due to councils (for example), telling them that responses to them would be delayed. I’d like to read the DATA of written guidance given to caseworkers, after lockdown problems were discussed and how the one year periods should/could be extended due to the lockdown problem.
TRANSPARENCY IN THE PUBLIC SERVICES ORGANISATIONS AND DATA PROTECTION FOR CONCERN RAISERS - GOOD COMPLAINT HANDLING IN AN UNPRECEDENTED ERRA To ask the longest time it has taken the PHSO ever to respond to a Complaint To ask how big is the biggest case file currently being handled by the PHSO IE how many pages What is the maximum number of emails you accept for a case before you issue an unacceptable action policy to the complainant In which year were the Least UAPs issued Most UAPs issued The number of complainants who challenged a UAP The number of complainants your team apologised to for issue of UAP
Under FOIA please provide all official documents and drafts, emails, notes, recordings of interchanges between the VOA and Adjudicator Office and VOA and Ombudsman from 1 January 2021 to current. I will approach these bodies separately if need be. Please confirm.
Under Freedom of Information Act 2000, please can you provide the following information regarding language services. 1. Please confirm your overall spend on interpreting, translation and transcription services for the following financial years: • 2021-22 • 2022-23 2. 2. Who is your incumbent supplier(s) for language services? If you have more than one supplier, which services does each one provide to you? 3. If you have a separate British Sign Language/non-spoken supplier, who is this? 4. If you have a separate transcription supplier, who is this? 5. Do you have any in-house interpreters/translators? 6. When is your current language services contract(s) due to expire, a) without extensions and b) with all possible extensions? 7. Could you please provide the name, phone number and email address of the contract manager responsible for language services? 8. Could you please provide the name, phone number and email address of the person responsible for your language services budget? 9. Could you please provide the following data for 2023: • Total number of face-to-face interpreting assignments (spoken language) and hours completed • Total number of face-to-face interpreting assignments (non-spoken language) and hours completed • Total number of telephone interpreting calls and minutes completed • Total number of video interpreting calls (spoken language) and minutes completed • Total number of video interpreting calls (non-spoken language) and minutes completed • Total number of document translations and words translated • Total number of audio transcriptions and total audio duration 10. What were your top 20 highest-volume languages for interpreting/translation requests in 2023? 11. Can you please provide the fill rate % you received for the following services in 2023: • Face-to-face interpreting • Telephone interpreting • Video interpreting • Document translation • Audio transcription 12. What languages has your provider been unable to source in the last 12 months? 13. Have service credits been applied on your language services contract in the last 12 months? If so, what performance failure was this linked to? 14. What social value has been delivered as part of this contract in the last 12 months? 15. If your contract was awarded through a tender process, can you please provide a copy of the winning bidder’s tender? 16. What are your contracted rates for each of the following services? • Spoken face-to-face interpreting: hourly rate • Non-spoken face-to-face interpreting: hourly rate • Telephone interpreting: per minute rate • Spoken video interpreting: per minute rate • Non-spoken video interpreting: • Document translation: per word rate • Audio transcription: per audio minute rate 17. Has your provider of language services increased their charge rate to you in the last 12 months? 18. What is the Authority’s typical route to market? 19. Does the Authority currently have any interpreter on wheel devices as part of their current contract? If yes please advise how many and if these are provided free of charge or paid for by the Authority. 20. Could you please provide the name, phone number and email address of the person responsible for the language services budget? 21. Could you please provide the name, phone number and email address of the person in charge of procurement for the Authority?
17/05/2023
Under Freedom of Information could you please let me know the following for the period 2007 to current date (This was the start year of the National Framework) How many Appeals for the above [Continuing Healthcare] were sent to through the Parliamentary Health Ombudsman? How many were accepted? How many were upheld?
01/10/2024
Under the FOI act I am requesting the disclosure of all these emails and attachments with fees waived. Given it will contribute significantly to the public’s understanding of the UK Government and NGO'S concealment of crimes against humanity. Abandonment of human rights defenders and whistleblowers for political convenience. Abdication of constitutional duties and mission statements.
Under the FOI Act please disclose how many people with a healthcare worker qualification and experience of providing direct healthcare to patients (e.g. doctor or nurse, not manager) have been employed as a non-executive director on your board, and when was the last time a healthcare worker sat on your board as a non-executive director. Please also disclose if your stated regard for transparency allows people using your service to complain to be given the name, work location and qualification details of those clinicians providing expert review for their case (i.e. reading their confidential medical information). Please advise me of the number / proportion of service users who have been provided with such information about their clinician expert reviewer. I do not give my permission for my name to be made public (outside of PHSO) in association with these requests. Please confirm that is the case.
21/08/2023
Under the FOI Act, please could you answer: 1. What is your email for submitting complaints about the PHSO service. To clarify, this is to submit a complaint about the PHSO itself, rather than a health/other government service. I found the feedback page on your website ( https://www.ombudsman.org.uk/about-us/feedback-about-our-service ), but it does not explain how to complain if you do not have a case handler assigned. If this is available online (for example on your website), by way of advice and assistance please could you provide these details.
Under the FOI can you please let me know how many complaints you have received about NHS Continuing Healthcare over the last twelve months and of this number, how many have you resolved.
under the freedom of information act who is the local and social care ombudsman account to please?
07/12/2023
Under the Freedom of Information Act 2000, I would like to request the following information:- (A) The number of live NHS complaints to the PHSO awaiting the start of an investigation under the PHSO Service Model (at Stage 2) as at :- (i) 31 August 2023; (ii) 20 November 2023 (B) The number of PHSO staff making decisions in relation to NHS complaints at Stage 2 of the Service Model as at: (i) 31 August 2023; (ii) 20 November 2023 (C) Any target timescale requirements given to PHSO staff for completing decisions (at Stage 2 of the PHSO service model as mentioned above) on complaints to the PHSO regarding NHS bodies. (D) The average time taken to a complete the PHSO assessment process at Stage 2 of the PHSO Service Model) for NHS complaints in the 12-month period to 20 November 2023 (or the latest 12-month period for which any such figures are available - in which case please specify the period concerned). (E) The percentage of cases in which any such case targets as mentioned in (C) above were met in the latest period for which such figures are available, specifying the applicable period. (F) Any written guidance, policies or procedures applicable to PHSO staff with regard to the handling of complaints insofar as there is information relating to:- (i) timescales for completing each stage of the intake process under the Service Model; (ii) timescales for allocation to a PHSO caseworker once it has been decided that the PHSO can consider a case; (iii) any requirements in terms of timescales for updating complainants on progress in relation to decisions (at any stage) about their complaints. (G) Any written guidance, policies or procedures applicable to PHSO staff with regard to any triage process in relation to new NHS complaints, insofar as relating to the priority and/or order in which cases are allocated to caseworkers once a decision is made that they are eligible complaints that can be considered by the PHSO for investigation. In relation to the above requests, if figures for the specifically requested dates are not available, please supply information for the latest 12-month period for which such figures are available, giving details of the period used. Also, if complaints figures or other information relating to NHS complaints are not categorised separately within the PHSO’s records, please provide the overall figures, or as the case may be, general information, in each case in relation to all categories of complaints made to the PHSO (i.e. whether relating to the NHS otherwise).
Under the Freedom of Information Act 2000, we hereby request the following information with regards to healthcare issues at: • HMP Swaleside, Brabazon Road, Eastchurch, Isle of Sheppey ME12 4AX • HMP Woodhill, V2 Tattenhoe Street, Milton Keynes, MK4 4DA Please advise how many healthcare complaints have been filed against the Healthcare Team at these establishments. We are specifically requesting information from the timeframe of 2019 to present day on an annual basis.
30/03/2023
Under the Freedom of information act can I find out how many times a NHS Trust has supplied the wrong person information to you for your investigations over the last 5 years? Is it possible to find out how many times the Bodmin Mental health Trust has supplied the wrong person information to you for your investigations over the last 5 years.
under the freedom of information act could you please supply me details of how many appeal cases you have received and dealt with regarding refusal of NHS funded continuing health care funding over the past 5 years (2018 to 2022 full years inclusive) and how many of those appeals have you upheld the original decision to refuse funding and how many you overturned.
Under the Freedom of information act I request information about Cornwall Partnership NHS Trust inclusive of (Bodmin Mental Health Services) can you please tell me how many times in 10 years has this NHS Trust sent the" Wrong person information" to the Parliamentary Health Ombudsman
Under the Freedom of Information Act I request that PHSO identify your expenditure and ICE identify its expenditure on this extraordinarily costly investigation
under the freedom of information act, can you supply the name and rank of the clinician that you claim to have advised you throughout please.
26/07/2023
Under the Freedom of Information Act, I request figures that reveal the amount of upheld complaints by the PHSO that related to the Prisons and Probation Ombudsman's decisions (or inactions) regarding complaints about the National Probation Service in 2021, 2022, and so far in 2023.
25/04/2023
Under the Freedom of Information Act, I would like to request the following information: • The duration of time the Food Standards Agency have been utilising cloud infrastructure. • The criteria used to choose a cloud provider. • The percentage of infrastructures in the Food Standards Agency employing cloud services. • The supplier of cloud infrastructures used by the Food Standards Agency. (AWS/Oracle/Azure etc.) • Case studies highlighting the successful implementation of the 'Cloud-first' strategy. • The uptime of the Food Standards Agency cloud infrastructure. • The annual budget over the last five years for IT-managed services • Please provide the percentage spent on cloud-managed services
25/05/2023
Under the Freedom of Information Act, I would like to request the following information: • The duration of time utilising cloud infrastructure. • The criteria used to choose a cloud provider. • The percentage of infrastructures employing cloud services. • The supplier of cloud infrastructures used. (AWS/Oracle/Azure etc.) • Case studies highlighting the successful implementation of the 'Cloud-first' strategy. • The uptime of the cloud infrastructure. • The annual budget over the last five years for IT-managed services • Please provide the percentage spent on cloud-managed services
Under the Information Act, can I also have a copy of your procedures on case management and handling.
Under the provisions of the Freedom of Information Act 2000, I am writing to request a copy of the Ombudsman Casework Assurance process Oversight and handling arrangements currently in use by PHSO.
Under the provisions of the Freedom of Information Act 2000, I am writing to request PHSO's Review and Feedback Team Supervision Model and Delegation Scheme
08/08/2023
We are already an approved supplier in various regions for the following Neutral/Master Vendors: • Etips /GRI/ Magnit Global • Matrix • Nueven/ Venneu • Hays • Addeco • Reed • Compass • Medacs • Retinue If you utilise any of these vendors, could you please furnish me with the appropriate contact name and contact number?
17/03/2022
We are submitting this Freedom of Information request to your Organisation in order to obtain information regarding whether you have any current insurances in force. Please could you therefore respond to the following: - • Please confirm the name, position and contact details (telephone number and email address) of the person responsible for arranging and administering the Authority’s insurances. • Which classes of commercial insurance do the Authority currently procure? When are these policies due for renewal? • How much does the Authority spend annually on its insurance premium? • Please confirm the name of the Authority’s current insurance broker/advisor (if applicable). • When was the contract for insurance broking services last reviewed/tendered? • When will the current contract for insurance brokerage services expire? Is this subject to a potential extension?
We have a simple FOI request question, for NHS NICE and MHRA, plus DHSC and NHS England, as well as both CQC and PHOS, or local NHS Health Providers and NHS Health Authorities too. Or for the new Secretary of State for Health, plus Minister for Disability too. Over local NHS Health Providers and NHS Health Authorities, or NHS England and DHSC or Health Ministers too. Refusing or not provide Accessible Information, on Prescription Medication going to Vulnerable NHS Disabled Patients, who cannot read their issued NHS Prescription Medication. Whether Medication ' Labels, or Medication ' Packaging and/or Medication ' Instruction Leaflets too. Also are registered users of Accessible Information, in Different Approved and Commercially Available Disabled Alternative Accessible Formats (D2AF's) as well! If this refusal leads to or causes a Vulnerable Disabled NHS Patients Unlawful Death? Is it grounds for a Local Coroner's Court, to look into possible Medical Malpractice and Negilience? As well as even charges being issued for Corporate Manslaughter, against local NHS Medical Personnel and Medical Authorities Official's, or even DHSC Civil Servants or Health Ministers too? Who were found responsible for denying or stopping and/or refusing to providing Accessible Information on issued NHS Prescription Medication ', going to and for Vulnerable Disabled NHS Patients too? This is a question, local Councillor's serving on Local Health and Wellbeing Board's, or on Regional Health Authorities Boards too. Let alone Members of Parliament and Members of the House of Lords, or Welsh Assembly Members, or Members of the Scottish Parliament, who serve on Health Committees. Should be investigating and asking questions, of NHS National, Regional and Local Health Authorities Officials, plus asking questions of DHSC Civil Servants and Health Ministers as well? Sooner rather than latter, when there is clear evidence Prescription Medication ' tablets and Capsules. Different types of issued Prescription Medication ', in different sizes of Medication ' too! Have no individual Tactile Identification Markings, of any real kind at all in many cases of Medication Tablets and Capsules. Or are provided with and can be identified individually, by different size or different shapes of Medication ' Tablets and Capsules? Or by different colours, for Medication ' Tablets and Capsules? Or by different combination of Colour Coding, for Medication ' Capsules and Tablets too? When the likes of Prescription Medication ' Talking Labels , would provide Accessible Information for NHS Prescription Medication '. That are issued to Vulnerable NHS Disabled (visually Impaired / blind, or have learning difficulties) Patients and/or Ethnic Minority NHS Patients, plus NHS Patients with Illiteracy too. This is something that cannot be ignored, when Blackpool NHS Health Providers, refuse to provide the likes of Prescription Medication ' Talking Labels . Instead SSAFA are providing these very same Prescription Medication ' Talking Labels , for Visually Impaired and Blind Disabled Veterans and NHS Patients too. Along with the local NHS Health Providers and local NHS Health Authorities, are refusing to supply Accessible Information in different or any Disabled Alternative Accessible Formats (D2AF's). That is for local Vulnerable Disabled NHS Patients, own Disabilities Needs and Requirements too! Directly in breach of the 2010 Signle Equality Act, as well as in breach of DHSC own 2015/16 Accessible Information Standard Law too. Which nether DHSC, or NHS England, or CQC, or NHS NICE and MHRA, are complying with themselves, let alone enforces these Disability and Equality Laws on others in the NHS too. Redacted. Disability Rights Campaigner's and Disabled Victim of NHS Accessible Information Discrimination too.
We will be grateful if you would kindly confirm that Water Companies can only post bills to Commercial Organisations; and not to living people living in their private properties.
What are the results of DVLA’s audit referred to in paragraph 31 of PHSO case P-001082, that the PHSO required by 31 May 2022 and, may I request a copy of the audit results?
23/11/2022
What I'm asking for is the document the PHSO use as a guidance when the complainant makes a complaint against a member of staff (known as a service complaint) , as instructed within the Service Model Policy and Guidance : Review and Feedback Guidance version 9 under section 10 complaints about our service. And I would also like to request latest version of the above policy guidance , complete from first page to last page, I would also like copies of any service complaint application forms that I need to complete, so I can start my complaint against those caseworkers concern.
20/09/2021
What is a typical extra input from an initial case worker after they informed a complainant the case won’t progress? Would the IA officer typically continue to address emails and calls about a closed case? How would extra data be viewed, addressed and stored
What is the email address of whoever deals with complaints about the National Health Service in Scotland? I cannot use telephones due to being deaf so I need their email address.
What MPs have made referrals to the PHSO since the last generation election and on what subjects?
What quality control procedures are in place to prevent errors of fact being included in such review reports, which are especially necessary given that this review was the final stage in the process with no further recourse to investigation and our request for a conversation about it was refused.
Who is ultimately responsible for the proper working of your in-house legal team. In other words who has oversight and is accountable for any acts or omissions.
Why did the PHSO Investigate Did the PHSO have any suspicion or evidence that the abuse of Miss King nay have been organised as well as known about
Why it is going to take 4 - 5 months to allocate a case. How many cases are awaiting allocation. Have you had any similar cases relating to HMRC and people being charged for partners falsely claiming child tax benefits.
Wilfulness is a deliberate act, initiated by a clinician The CQC definition of neglect is the failure to meet a person's basic physical and/or psychological needs. The criminal justice and courts act 2015 s21 deems wilful neglect to be a criminal act; distinct form negligence, arising from an unforeseen or foreseeable error. What is the policy of your organisation, with regards the undertaking of an investigation of an allegation of wilful neglect. Does your policy require a report or allegation of wilful neglect to be referred to the police. Please consult the appropriate person or persons, prior to making a response.
Will you please let me know how many complaints about the service provided by the Care Quality Commission you have received over the past 5 years and how many have been upheld. Will you please provide details of those that were upheld.
With regard to the reference link titled 'Legal Advice' returned in response to the recent review of FOI 125 from Redacted , could I please have information that explains the management systems which ensure the guidance provided in that section of the document is followed by case workers and their managers and the measures of performance which provide assurance to the ombudsman that professional legal advice is obtained by case workers and their managers when cases make reference to statutory regulations.
With the benefit of the FIA please inform me for each of the last 3 years by month How many complaints related to the death of a baby, How many complaints related to death due to Covid
Women’s pensions for 1950s born women You say in your online report as follows: When will the investigation finish? We aim to conclude the full investigation within the first three months of 2023. Please advise why the findings have not been published and how many enquirers you received to date on this topic ?
15/10/2024
Would an NHS England service contract provide a base line for the Clinical Standard or could the PHSO decide on a higher or lower standard? At the other extreme would the PHSO exclude an NHS England service contract from its consideration and derive the Clinical Standard from other sources?
Would you be able to share the list of all UK supplier contacts in relation to complaint handling? Request after clarification: 'I believe you are in possession of the list of all complaint email addresses to the Elec and Gas suppliers, so I am simply requesting that information to be shared, so we can use this to follow up when needed to start complaint procedure.'
Would you please provide the contact details of your Ombudsman CEO
10/01/2022
You are now trying to introduce a novel category called 'service failure' and distinguish this from maladministration. This is quite ingenious but no doubt designed an escape route for the PHSO to avoid admonishing a public body, if at all possible. In this regard, please direct me to the PHSO published guidance and definition of 'service failure' and why it is not considered as maladministration. PLEASE CONSIDER THIS REQUEST UNDER THE FREEDOM OF INFORMATION ACT 2000.
15/09/2023
You do not have a blanket exemption under FOI 2000 or GDPR 2018 for cases that the PHSO have already completed/finalised (cases that are now inactive) and as such I require disclosure of the following specifically and explicitly : 1. Case progression statistics and data that pertain to delays within the PHSO in the past three years. 2. Case management logs that pertain to delays within the PHSO and its casework in the past three years. 3. Data and statistics held for cases withdrawn by the complainant due to excessive delay or dissatisfaction with the PHSO at a given stage of the PHSO complaint process in the past three years. 4. Case waiting time data for cases in the past 3 years (from case initial intake to final response). Broken down as reasonably practical or in another format. 5. Case waiting time data from the intake to initial investigation stage. 6. Case waiting time data from the initial investigation stage to final response stage. 7. Internal PHSO management guidelines and issued directives that pertain to the internal management of casework delays and associated costs, including KPI data for this area of PHSO operations. Vague and brief written summaries (particularly those that regurgitate any press or website release) will not suffice. I require specific documentation and written evidence held by the PHSO of the above FOI questions (1-7). I believe that these above questions are sufficient to provide detailed information that can then inform the FOI disclosure within a manageable and reasonable time frame for you to disclose.
You have specific telephone numbers for media enquiries only: 0300 061 4144/4234/4129 0300 061 4444 Out of hours media enquiries https://www.ombudsman.org.uk/news-and-blog/news/worlds-first-official-international-ombudsman-review-finds-uk-service-robust-and 1. For the months of October, November and December 2022, please provide the number of media enquiries you received. Specify how many of them were out of hours. 2. Break down the figures in 1. to show the names of the media outlets who contacted you and what they contacted you about.
You have asked for a copy of the service complaint policy.
You have asked for the following email addresses: 1. The Director of Investigations and Quality 2. The Director of Operations 3. The Data Protection Team.
You have disclosed that: 'PHSO's recruitment agency spend for the 2022 financial year was £1,261,641.41. The recruitment agencies engaged are Michael Page, Hays, Robert Walters, Green Park, Search, Gatenby Sanderson, and Reed.' https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_recruitment-5Fspend-5F2022-5Fand-5F2023-5F2042-23incoming-2D2315004&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=JmTT-KmypS5X1QZ9f3L0HU2mGiT1BUz-KUcakkJMDHg&s=G7T-UTIBXMYajrCAj_ISbhYs2GF7rT7d-LfBQMGu2No&e= 1. Please break down the figure of £1,261,641.41 by agency. 2. Please provide the number of staff recruited for you by each agency for the period covered by the payment. 3. Please provide a copy of the 'Senior and Corporate organogram May.docx'. The one you sent - ref. 00000898 - is blank.
You have requested the following information: ‘For the last 10 years please could you advise: The number of complaints you have received relating to the NHS Cervical Screening programme. If the complaints were not upheld, upheld, or partly upheld The number of complaints relating to consent to Cervical Screening were received. If the complaints were not upheld, upheld, or partly upheld’
You requested the following information: ‘1. How many instances of the Microsoft Windows 7 Operating System are currently in operation across your entire network? How many devices such as kiosks, lap tops etc are still running Windows 7? 2. How many instances of the Microsoft Windows XP Operating System are currently in operation across your entire network ? How many devices such as kiosks, lap tops etc are still running Windows XP? 3. Who is the officer responsible for maintaining and delivering legacy applications to all your users?’
You requested the following information: ‘I would be grateful if you would provide by email the following information: 1. The process and procedures used by the PHSO to progress a complaint that has been received from a member of the general public for investigation. 2. The process and procedures used by the PHSO to progress an 'Appeal' against a decision made by a Case Officer, including details on who should undertake the Appeal, their independence in relation to the original decision and the normal time scale involved. 3. The process and procedures used by the PHSO to progress a Service Complaint, where the manner in which a decision is made fails to comply with the standards specified by the PHSO, for example within the published Charter. 4. Information on the total number of cases received by the PHSO in the 2019-20 period amd the number of cases upheld, either partially or in their entirety. 5. Information on the total number of cases 'Appealed' in the 2019-20 period and the number of cases upheld, either partially or in their entirety. 6. Information on the total number of of Service Complaints received in the 2019-20 period and the number of cases upheld, either partially or in their entirety.’
You requested the following information: ‘1, In the last five years how many formal complaints have been raised with the PHSO against any Health Trust or Body. 2, In the last five years how many complaints have been upheld in the complainants favour and/or against any Health Trust or Body. 3, In the last five years how many Health Trusts or bodies have faced any sanction, or any significant action against taken against them, and what this was. 4, In the last five years specifically how many complaints have been raised against any department in Basildon Hospital and what was the outcome.’
You wrote: 'PHSO provide contact information for both surveys to ORS. This includes individuals who have recently used PHSO’s services...' 1. How many individuals had their contact information passed to ORS? The following suggests it was 1,753: 'In Q2 2021/22, 561 telephone interviews were conducted for the complainant survey. This represents a response rate of 32%.' 2. What categories of service users does the phrase 'individuals who have recently used PHSO services' include? 3. What size would the survey population have been had everyone eligible to participate in it agreed that you could pass their contact information to ORS?
02/08/2023
Your Annual Report and Accounts 2022 to 2023 states: 'This year we received 136 pieces of positive written feedback from people who had used our service and from organisations we investigate.' (p43) https://www.ombudsman.org.uk/sites/default/files/886 PHSO Annual Report and Accounts 2022-23 FINAL ONLINE.pdf 1. Please provide the number of (i) individuals and (ii) organisations that provided the feedback. 2. Please provide copies of the feedback with necessary redactions. 3. Please provide details of any changes you have made to the Annual Report and Accounts 2022 to 2023 since it was first published online. 4. If 'individuals' includes people other than complainants, please specify the number of complainants.
Your colleague Redacted has said that I need to contact yourselves in order to obtain the document/s that contain both the reasoning and the calculations behind the numbers that appear in the column "remedy amount" within the PHSO's Guide "Scale of injustice". Please can you supply those documents.
08/03/2023
Your INVITATION TO TENDER Agency Recruitment Services Framework (For Permanent, Fixed Term, Temporary and Contract employment) PR2067 includes the following paragraph: "4.19 Rebate process guarantee on permanent and fixed term appointments will be as follows: If a candidate leaves, is dismissed or his/her employment is terminated within a specified number of weeks of commencing direct employment with PHSO (other than through redundancy), the relevant recruitment consultancy will pay PHSO, by way of a cheque or BACS payment, a rebate. The anticipated level of rebate is shown below: Week 1 – 4 100% Weeks 5 to 9 75% Weeks 10 to 15 50% Weeks 15 to 20 25% Week 20 to 26 10%" https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_945459_response_2250415_attach_3_PR2067-2520Invitation-2520to-2520Tender-2520v3-25201.pdf-3Fcookie-5Fpassthrough-3D1&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=5CKobukjTMC7DkerNVThv4JJyfQUF9avBZTTSl6y8h4&s=7hJt52wqfAoDyOpjjgTB80ug-psYCrVvSA65WlXGVpo&e= 1. For each of the five periods specified, please provide the number of rebates you have received. 2. Please further state the date of the first and the last rebate received.
Your recent job advertisement for Assistant Director of Finance includes this: "At PHSO our motto is 'live well, work well' and to support this we offer a generous range of benefits." https://urldefense.proofpoint.com/v2/url?u=https-3A__www.michaelpage.co.uk_job-2Ddetail_assistant-2Ddirector-2Dfinance_ref_jn-2D082022-2D5734739&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=pVFSnYlqA-EBgOzfbevWKYy99v4DMS1raFn_s8QzgzU&s=II1Lo7QCHIoaaKv8R3UoFAFCjNl10TnljbCTxKcrWTc&e= The successful applicant will have: 'Premium access to Headspace mindfulness and wellbeing app' 1. When did 'live well, work well' become your motto and what alternatives was it selected from? 2. Please provide information on the 'Headspace mindfulness and wellbeing app'.
Your request for information “1] I was wondering whether the 2021 employee pay review/settlement has now been finalised and implemented. 2] If the 2021/22 pay review has yet to be finalised please state the month in which you anticipate it will be concluded. 3] Please state the employee group/s covered by the 2021/22 pay review 4] Please state the total number of employees covered by the 2021/22 pay review. 5] Please provide a copy of your 2021/22 pay agreement (if applicable) or generic pay circular sent to employees (that is one that does not identify any individual employee) outlining the outcome of the latest pay review if there are no collective negotiations. 6] Please state the % consolidated basic pay rise received by the lowest-paid adult (aged 18 and over) employee as a result of the 2021/22 pay review* excluding the effect of any incremental progression, merit pay or bonuses. * When calculating this figure please bear in mind that, if applicable, employees covered by the 2021/22 Civil Service Pay Remit Guidance who are paid less than the full-time equivalent (FTE) salary of £24,000 receive the greater of a FTE £250 consolidated basic pay rise or an increase taking them up to the National Living Wage of £8.91 an hour. 7] If an employee’s annual pay award is determined solely according to an assessment of their individual performance (commonly known as a merit increase) as opposed to an across-the-board pay rises (where all employees generally receive the same increase irrespective of their individual performance) please state the percentage of the paybill allocated to fund these awards, the range of increases and whether or not the awards are consolidated. 8] If any employees were eligible for individual performance-related payments or bonuses over and above the general pay rise please state the range of increases (either as a percentage of their base salary or a cash amount as applicable), whether or not they were consolidated into basic pay and please sta
Your request: We write to make a Freedom of Information Request for the following: 1. Number of complaints made to the Ombudsman between 2018 and 2020 in respect of East Suffolk & North Essex NHSFT specifically about the orthopaedic department. 2. Number of complaints made to the Ombudsman between 2010 and 2018 in respect of Colchester Hospital University NHS Foundation Trust specifically about the orthopaedic department. 3. Details of the complaints to include the complaints made and the responses provided. The request is made pursuant to Freedom of Information Act 2000 and look forward to receiving the same by electronic format.
Your request: ‘I was wondering whether the 2021 employee pay review/settlement has now been finalised and implemented. If so, please find enclosed a Freedom of Information request regarding this matter. If it has yet to be concluded do you happen to know when would be best to submit my request again? 1] Please state the effective date (day, month and year) of your organisation’s 2021 pay review. 2] If the 2021 pay review has yet to be finalised please state the month in which you anticipate it will be concluded. 3] Please state the employee group/s covered by the 2021 pay review. 4] Please state the total number of employees covered by the 2021 pay review. 5] Please provide a copy of your 2021 pay agreement (if applicable) or generic pay circular sent to employees (that is one that does not identify any individual employee) outlining the outcome of the latest pay review if there are no collective negotiations. 6] Please state the % consolidated basic pay rise received by the lowest-paid adult (aged 18 and over) employee as a result of the latest pay review, excluding the effect of any incremental progression, merit pay or bonuses. 7] If an employee’s annual pay award is determined solely according to an assessment of their individual performance (commonly known as a merit increase) as opposed to an across-the-board pay rises (where all employees generally receive the same increase irrespective of their individual performance) please state the percentage of the paybill allocated to fund these awards, the range of increases and whether or not the awards are consolidated. 8] If any employees were eligible for individual performance-related payments or bonuses over and above the general pay rise please state the range of increases (either as a percentage of their base salary or a cash amount as applicable), whether or not they were consolidated into basic pay and please state the overall % of the paybill allocated to fund these awards. 9] Please state the
13/06/2022
Your request: “In the last 2 years, how many times has the PHSO Ombudsman investigated a very serious complaint about the Treasury Solicitor, Susanna McGibbon? Of those investigations, how many have been assigned to [detail redacted], a caseworker who is not a senior caseworker? Of those investigations conducted by [detail redacted], how many times has [detail redacted] failed to observe the following 5 Principles described below on the PHSO website as the ‘PHSO Principles of Good Complaint Handling’? (I was referred to these Principles by [detail redacted]’s Operations Manager, [detail redacted]) 1) She failed to contact me to tell me she had been assigned to investigate my complaint. I only learnt from another PHSO official that [detail redacted] was to be my case investigator 2) She did not check to see how I would ‘like to be updated during the investigation’. In fact, she made no contact with me at all during her investigation. 3) She did not explain what she ‘would be investigating’, resulting in an appallingly incompetent Report. Had she done so, I would have pointed out that my complaint was not about the GLD as she falsely stated at the beginning of her Report 4) At the end of the 1st stage of her “investigation”, I was not told by [detail redacted] ‘how the PHSO planned to investigate my complaint’ and 5) I did not know how long the PHSO ‘expected things to take’, and, of course, I was never at any stage ‘updated about the progress of her investigation’. How many times has [detail redacted] conducted an investigation and produced a Report in which she failed to correctly identify who the complaint had been made about? [She never refers in any detail to the behaviour of the Treasury Solicitor who my complaint was about. She states that my complaint was about the GLD despite the fact that my complaint begins ‘I would like to complain about the Treasury Solicitor’] How many times has [detail redacted] produced a Report which completely ignores the
10/11/2021
Your request: “[1] Please provide me…. Copies of Practices Policies Procedures Legislation laws Internal Practices, the term policy is used for any proposed/ amended/ existing strategy, policy initiative or practice and/ or decision, whether written or unwritten and irrespective of the label given to it, e.g. ‘draft’, ‘pilot’, ‘high level’ or ‘sectoral’ to all questions normally used in relation to equality but I believe the definition it describes suits FOI requests perfectly so that is no misunderstanding in what request you’re looking.[All references will be [1] please provide me paragraph Please send me: [Information request - 1] Copy of (as described 1 please provide me) can PHSO investigate Northern Ireland Public Service Ombudsman for maladministration of its own principles of maladministration (refusing to answering reasonable questions) (giving misleading and inaccurate advice) (this courtesy i.e. fobbing somebody off with a pitiful excuse) also may constitute offences (public service ombudsman’s act (Northern Ireland) section 49 2016 disclosure of information) section 49 printed to FOI section 77 Offence of altering etc. records with intent to prevent disclosure. a) any person to whom this subsection applies is guilty of an offence if he alters, defaces, blocks, erases, destroys or conceals any record held by the public authority, with the intention of preventing the disclosure by that authority of all, or any part, of the information to the communication of which the applicant would have been entitled b) Computer misuse act 1990 could also be argued Clarification [R2] Your principles state does a lot of government departments DWP executive Northern Ireland in which they classify same statement in your principles in which you state “4. Acting fairly and proportionately •If possible, returning the complainant and, where appropriate, others who have suffered similar injustice or hardship, to the position they would have been in if the maladministr
Your request: Dear Parliamentary and Health Service Ombudsman, 1. Please provide a copy of your 2018 Complaint Policy that defines a) unreasonable, b) unacceptable and c) persistent complainer behaviour and d) the steps PHSO takes to address this behaviour before a decision is made to take the stance of no further Organisational responses. 2. Please provide a copy of your 2019 Complaint Policy that defines a) unreasonable, b) unacceptable and c) persistent complainer behaviour and d) the steps PHSO takes to address this behaviour before a decision is made to take the stance of no further Organisational responses. 3. Please provide a copy of your 2020 Complaint Policy that defines a) unreasonable, b) unacceptable and c) persistent complainer behaviour and d) the steps PHSO takes to address this behaviour before a decision is made to take the stance of no further Organisational responses. 4. Please provide a copy of your 2021 Complaint Policy that defines a) unreasonable, b) unacceptable and c) persistent complainer behaviour d) and the steps PHSO takes to address this behaviour before a decision is made to take the stance of no further Organisational responses.
Your website says that ' Salary ranges are included in our Annual report and accounts' But in the report I can only see the salary ranges for senior staff. What are the salary ranges for all jobs in the organisation in 2022 2023?
Your website says, "We’re also working with Government departments and other public organisations to develop a set of Complaint Standards for Government complaint handling." 1. Have you developed such a set? 2. If 'yes' where may I find them? 3. If 'no' when do you plan to publish them?
‘ has the surgery every been notified of a complaint registered with the Ombudsman’? Castlegate & Derwent Surgery Cockermouth Health centre Isle Road Cockermouth Cumbria CA13 9HT
‘Dear Parliamentary and Health Service Ombudsman, I asked if any complaints had been made about Cygnet hospital, lansdowne Rd.,Coventry. Specifically Dunmore ward, PICU, Cygnet hospital. I am still waiting for a reply from yourselves. Thankyou’ ‘from April 2017 to November 2017.’
05/05/2022
‘How long is your organisation going to use covid as an excuse for poor service’ does not, in my opinion, fall under a freedom of information request. Therefore please disregard this question. I would like to know how many complaints about avoidable death / serious injury (eg the only type of complaints your organisation is currently investigating) you received- 1 - from the date the policy to only investigate these types of complaints came into effect to today’s date, or for the 12 months following the change in policy. Alternatively, perhaps it would be easier to give the number of complaints you have decided to accept for investigation since the policy came into effect - I can then assume these complaints relate to avoidable death / serious injury. 2 - complaints received about avoidable death / serious injury in the 12 months prior to the policy coming into effect 3 - complaints of this nature received in the 12 months before covid. For instance from March 2019 - March 2020
‘How many cases a year do the PHSO uphold in favour of the complainant against how many they receive? What is the percentages per year for the last five years?’
‘Please grant if you may a search in all data entry it : Detail redacted Please inform me where a record is now filename so.’
‘Under the freedom of information act, can you please provide me information on what percentage of cases are actually investigated by the PHSO and their outcomes?’
‘You have recently advertised for an Assistant Director of Casework (£61,993). The closing date is 15 March 2021: https://www.ombudsman.org.uk/about-us/jobs-and-careers/current-jobs/assistant-director-casework-0 The post-holder will report to the Assistant Director of Operational Performance: 'Reporting to the Assistant Director of Operational Performance, one of two operations deputies, you will be a member of the Operations Leadership Team.' I have no record of the post of Assistant Director of Operational Performance having been advertised on your website. 1. Please provide a copy of the job advertisement and job description for the post of Assistant Director of Operational Performance. 2. Please provide the date the job was first advertised. 3. Please provide the date the position was filled. 4. Please provide the name(s) of any recruitment agency used. 5. Please provide the name of the incumbent. 6. Please provide the number of applicants who applied for the job.’
“1. Please can you provide the number of cases in financial years 2019 April /2021 March where there is on outcome only by organisation name. 2. Also, specify how many were upheld and how many were not upheld.”
“1/ I would like to obtain all information and decisions held regarding a review carried out regarding the decision of the PHSO caseworker not to pursue my complaint against the NHS. I am making this request as I queried the clinical advise during the investigation and review but was informed that i was not able to query the advice despite the advice being incorrect in my opinion. 2/. Please advise the name of the clinical advisor and their GMC number and how long they spent working on the clinical advise regarding my complaint. 3/ How long has the advisor been employed by the PHSO and are they still employed as an advisor. 4/ How many if any complaints have been made against this particular advisor regarding their advice and number of reviews carried out regarding their advice.” Please accept my apologies for the delay in responding to your request. This is a breach of Section 10(1) of the Freedom of Information Act 2000, which states that requests should be responded to no later than the twentieth working day following receipt of a request.
“1] All the data and information on the "monitoring issues raised by the public about private test providers" the NHS stated it is doing below (see NHS e-Mail dated 10th July 2021).. 2] The date when the NHS communicated the complaint reported below (6th July 2021) to Expert Doctors Ltd. 3] Fully describe the nature of the "rapid action taken" against Expert Doctors Ltd stated by the NHS below (6th July 2021). 4] The date when Expert Doctors Ltd are removed from the gov.uk list (NB. Expert Doctors Ltd are still on this date (20th Sept 2021) listed at https://www.find-travel-test-provider.service.gov.uk/test-to-release). The NHS stated in their e-Mail below (10th July 2021): "Private testing providers must meet the minimum standards for COVID-19 testing services when offering day 2 and day 8 testing for international arrivals, including being at the relevant stage of UKAS accreditation. Where providers deliver a service that does not meet these standards they are removed from the gov.uk list". .
“For each month in the calendar years 2019, 2020 and 2021 please provide the number of FOI requests you received (months January and February only for 2021)."
“Given the stated aspiration to achieve supportive transparency, could you please provide me with the following data analysed between Parliamentary and Health Service issues: a) Total number of complaints received by the PHSO each calendar year between 2000 and 2020 inclusive; b) The number of complaints in each year that were not upheld; and c) An analysis of the main reasons for these complaints not being upheld (I.e. as reported in b) above) in each year.” You later requested. “However, given this delay I am taking the opportunity to add to the details requested below by asking for the following basis information relating to the Review and Feedback Team’s workload: 1. Total number of cases in hand and still to be reviewed; 2. Age analysis of outstanding cases – measured from the date submitted by the complainant (I.e. < 3 months, 3 -> 6 months, 6 -> 12 months, 1 -> 2 years, 2 -> 3 years, 4 + years); 3. Number of requests received each year between 2000 and 2020; 4. Average time taken to complete review of cases in each year between 2000 and 2020.”
“I ask that you now supply all the information requested in the letter with specific regard to: 1. What process of investigation does PHSO take when a member of the public makes a formal complaint concerning the actions or conduct of PHSO staff 2. How does PHSO ensure the real substance of a complaint against a body in jurisdiction is not improperly scoped out or altered, bearing in mind PHSO have altered public questions raised in open meetings 3. Why has publication of the PHSO Board Meeting Minutes held since March 2021 been delayed, contrary to the assurance given to PACAC by the Ombudsman on 5th February 2019 4. Board minutes indicate complaints falling within Tier 1 and 2 of PHSO severity of injustice scale will no longer be investigated. How does PHSO determine the appropriate scale of injustice before commencing an investigation to ascertain severity.”
“I received this recently which I found this email address when I viewed the web page. 1. For example, it says cabinet office, 26 complaints for 2019/2020 but only 5 have an outcome on. Why would this be? Where can further information be obtained on cases ombudsman has not upheld such what complaint was about and further reasons for this not being upheld? 2. On the upheld percentage rate, is this on outcomes cases on outcomes received in that financial period only? Do you update the date when all outcomes are known for accuracy and if so when is it updated? 3. For complaints about NHS Improvement or England in 19/20 and 20/21, University Hospitals of Leicester, Kettering General Hospital Foundation Trust, Department of Health and Social Care, Can you provide the following? Any recommendations made by Ombudsman from complaints upheld for each organisation. 4. Is there anywhere I can view recommendations from the Ombudsman from upheld complaints by organisation?”
“I'm requesting the latest wating times and list and information from 2021 to 2022 from the laurels gender clinic in exiter Devon under the freedom of information act 2018 as set by law”
06/10/2021
“Please send me a list of all items for home working in your department since March 2020 which cost more than £1,000. Please send me the total costs for home working equipment for officials in your department since March 2020.”
“Would you please provide the regulation(s) which specify the referral process, restrictions and standard referral procedure exemptions, Also please treat this email as an FOI request for details of the number and referral source of all Ombudsman Investigations that were not referred by a MP?”
“You have recently published the shocking findings of your investigation into the death of Baby J, who tragically died in 2015: At paragraph 4 you acknowledge that there 'was a catalogue of failings in J’s care and treatment'; at paragraph 13 you acknowledge that 'Mr N and his wife suffered serious injustice'; and at paragraph 368 you note that 'Mr N has told us that his family has not been able to move on and Mrs N, in particular, has not been able to return to a normal life'. I cannot see in your recommendations anything concerning financial redress. 1. If no financial redress was recommended, please provide all information held accounting for your decision not to recommend any. 2. If financial redress was recommended, please provide the amount.”
• All training data of PHSO training in ASD in general and the training records of [Detail redacted] and the equality, diversity and inclusion Lead. • Please provide a copy of the policy being applied by [Detail redacted] regarding their decision that the use of patronising terms is not RA's
• As at the 1st April 2020 the number of PHSO outstanding requests waiting to be allocated a case worker? • The number of requests submitted to the PHSO between the 1st April 2020 and 31st March 2021? • The Number of requests submitted to the PHSO between 1st April 2021 and the latest possible date available? • For each of the financial years requested - how many of those cases have been allocated a case worker? • For each of the financial years requested - how many of those cases have been: o Closed due to lack of available evidence? o Closed as being deemed not serious enough to progress while the service operates under their pandemic response framework? o Resolved? • For each of the financial years requested - the number of Case Workers employed by PHSO
• How many complaints have been made to the PHSO in the last 5 years regarding complaints about the NHS? • How many of those complaints reached a point where they were investigated? • How many of the total complaints investigated were upheld?
• How much money has this cost taxpayers? (by ‘this’, I am assuming he means us looking into his complaint) • Why do we have so many caseworkers?
• Page 2 para 13 – “I believe I have access to the relevant legislative information and documents. A PHSO version of the Parliamentary Commissioner Act 1967, from which PSHO works would be helpful to me, even if it was in handbook form please?” • Page 3 para 2 – “PHSO has stated to me on 19-10-23 that “all PHSO employees, contractor with and follow the clear guidelines regarding standards of behaviour and conducts that are outlined in various polices then listed the following, is this still correct please? List- PHSO Casework Scheme of Delegation (ombudsman.org.uk) Service Model Main Guidance 14.0 20190401 (ombudsman.org.uk) PHSO_Code_of_Conduct_March_2019.pdf (ombudsman.org.uk) Service Model Policy and Guidance: Review and feedback Guidance 11.0 (ombudsman.org.uk) PHSO Casework Scheme of Delegation (ombudsman.org.uk) Equality, Diversity and Inclusion Policy. This last policy more concentrates on the treatment of PHSO staff rather than members of the public. However due to this policy being based on the Equality Act legislation, would I be correct in believing that all content equally applies to members of the public as well as staff members please?”
• The number of complaints made against the UK Border Force between Q3 2020 and up to and including Q3 2021 regarding people being detained in the UK under the Immigration Act. If this isn't possible under cost restraints, please shorten the time frame to the previous 12 months. • I am not asking for any personal details or specifics on the complainants that would violate data protection law. • This includes all complaints made to the ombudsman • Of these, I'd like to know: • A) The nature of what these complaints referred to. For instance, specifically how many complaints related to sexual assault and violence at the hands of staff, and staff failing to follow Home Office policies • B) How many of these complaints were investigated by the PSHO • C) How many of these cases were upheld • D) How many of these led to recommendations made to the Border Force • E) How many of these complaints are on hold and how long they have been on hold • F) A geographical breakdown of where these complaints were regarding, naming the seaport/airport or detention facility if possible.
26/06/2023
• Any equalities and human rights training Ms (name redacted) attended; • A copy of your Equality Scheme and Plan of the Ombudsman Service • Number of complaints about health providers the Ombudsman received in the last 5 and 10 years in general • Number of complaints against health providers the Ombudsman received from ethnic minority complainants in the last 5 and 10 years • Number of complaints against health providers the Ombudsman upheld in the last 5 and 10 years generally • Number of complaints against health providers the Ombudsman upheld against health providers in the last 5 and 10 years, complaints that were made my ethnic minority complainants • In the last 5 years how many investigations Ms (name redacted) investigated against Health Providers in general? How many did she uphold? • In the last 5 years how many investigations did Ms (name redacted) investigate against health providers submitted by ethnic minority complainants and how many did she uphold?