28/03/2025
Thanks for the JOB DESCRIPTION but this does not specify the level of education i.e qualifications for the job. I repeat the enquiry asking for qualifications for the job, level of education e.g first degree etc
27/03/2025
Re: Request for internal review - PHSO ref. 00002665 - PHSO’s non-compliance with its duty under s.1(1)(a), s.1(1)(b) and s.16 (duty to provide advice & assistance) of the FOIA 2000 Many thanks for the public FOI response dated 07.11.2024 (see link below): https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/did_phso_receive_a_response_to_t#incoming-2822279&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935065073|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=5zziWgJDzcjg6qiubnOOAQuwXa2VIhl/4WlX2tBQz+U=&reserved=0 First of all, I would like to thank the PHSO team for the rapid and clear acknowledgment of my FOI request, for the allocation of a ref. number thereby increasing accountability & traceability, for PHSO’s compliance with the statutory deadline announced, and for PHSO’s disclosure of AJM Healthcare’s reply to Rebecca Hilsenrath’s letter to them dated 09.05.2024. Regrettably, PHSO’s responses to items.5 and 7 led me to believe that the PHSO FOI team do not understand their duties under s.1(1)(a), s.1(b) and s.16(1) (duty to provide advice & assistance) of the FOIA 2000: s.16(1) It shall be the duty of a public authority to provide advice and assistance, so far as it would be reasonable to expect the authority to do so, to persons who propose to make, or have made, requests for information to it. Regrettably, I also find that PHSO’s FOI response dated 07.11.24 lacks clarity and is confusing when responding to my item no.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?” PHSO response: “Please bear in mind the legislation allows access to information 'held' by us and not for the creation of new information or opinion. Therefore, we may only be able to supply documents or data that contain the information we hold in response to your request. This would involve the creation of opinion or new information.” It is unclear to me what the third sentence (above) refers to and what is the meaning of “This would involve…”. It also seems to me that the third sentence (above) contradicts the first sentence. This lack of clarity obliged me to conduct extensive and time-consuming fact-checking on the ICO website, on the DHSC website and on the PHSO website. During my in-depth searches of the PHSO website (over 100 pages read, and 7 levels deep), I found what seems to be the official PHSO position (opinion) on my item.7: “When you receive a complaint, the first thing you must do is acknowledge it. The 2009 regulations say that your organisation must acknowledge the complaint no later than three working days after the day you receive it. You can do this verbally, electronically or in writing.” (see link below) https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/organisations-we-investigate/complaint-standards/nhs-complaint-standards/good-complaint-handling-guides/clarifying-complaint-and-explaining-process#accorditab__body2527-1&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935095804|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=6VjTAKgfBmxUGvJxATlfZuCP7wwo/qGGoLSZ8FC8qsk=&reserved=0 “What the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 say At section 13, paragraphs (3), (4) and (5), the 2009 regulations say: ‘The responsible body must acknowledge the complaint not later than 3 working days after the day on which it receives the complaint. The acknowledgement may be made orally or in writing.’ A closer look: clarifying the complaint and explaining the process 5 At section 13 paragraph (7), they say: ‘At the time it acknowledges the complaint, the responsible body must offer to discuss with the complainant, at a time to be agreed with the complainant - a. the manner in which the complaint is to be handled; and b. the period (‘the response period’) within which – (i) the investigation of the complaint is likely to be completed; and (ii) the response required by regulation 14(2) is likely to be sent to the complainant. c. If the complainant does not accept the offer of a discussion under paragraph (7), the responsible body must – a. determine the response period specified in paragraph (7)(b) and b. notify the complainant in writing of that period.’” (see link below) https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/sites/default/files/3_Clarifying_the_complaint_and_explaining_the_process_02_0.pdf&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935111617|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=4JfEMDvLYRAmwUxSheeogzlJzQHuLzEYqEf61+cq80g=&reserved=0 I believe that the PHSO FOI team should have sent me the above links in response to my item.7, or should at least have invited me to read the relevant section of the PHSO website, as was the case in another PHSO FOI response, which used the same template response: “Please bear in mind the legislation allows access to information 'held' by us and not for the creation of new information or opinion. Therefore, we may only be able to supply documents or data that contain the information we hold in response to your request. The department reasonably requires further information to identify and locate the information that you have asked for. Please clarify detailing specifically what information is sought. It may be that the information can be found on our website, there are a wide range of policies and procedures on our publication scheme.” (see link below) https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/phso_decisionslack_of_decisions#incoming-2434195&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935127009|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=lE8LpvuExjYnuFSFzkL7PoAPMmjoJzFhwy9jxxRK+RU=&reserved=0 The PHSO document entitled NHS Complaint Standards - Summary of expectations issues the vague recommendation below with respect to acknowledgments: “Staff respond to complaints at the earliest opportunity and consistently meet expected timescales for acknowledging a complaint.” https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/sites/default/files/NHS_Complaint_Standards_Summary_of_expectations_December_2022_Final.pdf&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935142093|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=ZIBVM1wFe1Bj2Z+Nr4DnZcZlC0k1xenWn0Ne/S1wTsk=&reserved=0 As a remedy for PHSO’s failure to respond to my item.7 in accordance with FOIA 2000, I expect the PHSO to review their FOIA policies, procedures and handling of FOI requests, improve the clarity of the templates used by staff and train staff to request clarification and conduct in-depth searches themselves or collaborate with colleagues. Please disclose the guidelines for PHSO investigators or any similar internal document that assists PHSO investigators in reaching the conclusion that failure to follow the organisation’s complaints policies is a failure, in the same way that non-compliance with relevant NHS regulations is also a failure. With respect to my item.5 please release the information as to which steps/measures PHSO undertook in relation to AJM Healthcare, apart from Ms Hilsenrath writing to Mark Perress on 09.05.24. Finally, the fact that PHSO does not provide responses in PDF format resulted in all the links that I carefully provided were broken in PHSO’s public FOI response, making the response very confusing and unprofessional. Please provide PHSO’s response in PDF format with all links working.
25/03/2025
Today several media outlets, including the BBC, posted articles about the Heath Ombudsman claiming repeated failures in reading scans, x-rays etc is costing lives. The articles carry on to state that the health ombudsman has upheld 45 cases in the last 4 years. Can you please advise in the same period as your report what is the total number of scans, x-rays etc performed in the NHS. I believe it is important to add this data so a better understanding of the severity of the problem is obtained.
We are unsure how the "Unacceptable Behaviour" policy is quantified. Does this mean that if a person complains, the case does not get dealt with, even if the organisation has behaved illegally. Does the PHSO feel it is above the law. Under FOI, please advise how many cases the PHSO has failed to deal with under this policy, when the organisation concerned is in breach of the law. That is to say between 2022 and 2025.
1. How many formal complaints have been made regarding instances where women have reported that their painful period symptoms or dysmenorrhea were dismissed by healthcare professionals in the years 2019, 2020, 2021, 2022, 2023 and 2024. 2. Of these complaints, how many resulted in your investigating them? Please list these in the corresponding years. 3. During your considering complaints, what is the average length of your investigations? 4. Of these investigations, how many resulted in a sanction, adverse judgement or other disciplinary action? Please be clear about what the sanction was. Please list these in the corresponding years. 5. Have any further steps been taken in the past 5 years to ensure healthcare professionals are adequately trained to understand women’s reports of painful periods, including potential underlying diagnoses such as endometriosis? 6. What are your process for following up on complaints from women who feel their painful periods have been dismissed by doctors or healthcare providers? 7. Do you collect data on the time between when an individual first complains of painful periods, through to when they see a specialist or receive diagnosis? If so, can you provide the longest and shortest waits, as well as average time for the years 2019, 2020, 2021, 2022, 2023 and 2024. 8. Do you collect data on the number of individuals who have complained to your services on issues related to painful periods who then later receive diagnoses for menstrual conditions such as endometriosis, or PCOS? If so, please can you summarise these numbers for the years 2019, 2020, 2021, 2022, 2023 and 2024. 9. Do you collect data regarding the age and ethnicity of the individuals who have made complaints related to period issues? If so, please can you break these down into age ranges, and ethnic groups e.g., white, black, Asian or whichever way you record your data for the corresponding years. I am looking at specifically at Norfolk, Suffolk, and Essex. If available, I would also like the UK's total and averages.
24/03/2025
May I make a Freedom of Information request please. Concerning Community Protection Department - Enforcement Officers, South Norfolk Council, Horizon Centre Broadland Business Park Peachman Way Norwich NR7 0WF I would like to know if there has been any complaints concerning maladminstration within this organisation within the last ten years please. For example not using the victims evidence that could prove the case, and writing false misleading reports to other agencies that resulted in no action being taken, which resulted in failing to safeguard vulnerable disabled victims of repeated incidents over seven years.
The Ombudsman investigated Birmingham hospital: http://www.ombudsman.org.uk/news-and-blog/news/ombudsman-extremely-concerned-about-culture-university-hospitals-birmingham Please can you tell me who initiated this investigation - for example, was it a request from an MP or did the Ombudsman initiate the investigation itself? There is an issue at the University of Sussex NHS trust and Sussex police have been investigating deaths: https://mipp.police.uk/operation/4723F50-PO1 The Royal College of Surgeons have also reported a similar culture to that found by the PHSO in Birmingham: https://www.bbc.co.uk/news/uk-england-sussex-68206681 Is the PHSO involved in this investigation? Additional information volunteered by requestor on Wednesday 26th February: Please note that I am not looking to identify the person(s) who initiated the PHSO's enquiry into the Birmingham hospital but whether the PHSO itself initiated the enquiry itself following the investigation by the BBC. With regards to the University of Sussex NHS trust Royal Sussex, I just want to know (a) whether the PHSO has had any contact with the BBC, the Times newspaper or the Royal College of Surgeons regarding their investigations mentioned in the BBC article and whether the PHSO has now initiated an enquiry
20/03/2025
I would like copies of the appointment procedure and policies specifically for NHS registered patients for: My dentist 124 High Street West Glossop SK13 8HJ
I would like to know how many complaints were made to your organisation about Imperial College Healthcare NHS Trust doctors Charing Cross especially over the last two years. Can you confirm to me how many complaints were upheld or dismissed .
[You don't often get email from request-1246766-5b6dde7e@whatdotheyknow.com. Learn why this is important at https://aka.ms/LearnAboutSenderIdentification ] Dear Parliamentary and Health Service Ombudsman, A disgruntled Trustpilot reviewer has alleged that they participated in user research with your organisation and that you have failed to pay them: https://eur03.safelinks.protection.outlook.com/?url=https://uk.trustpilot.com/reviews/67b5adfb5e073938e8fc637c&data=05|02|informationrights@ombudsman.org.uk|6dee2e332e964d8b31f408dd56656db6|7c88cec864114f329333cf6877fd3515|0|0|638761715858944188|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=ZsGvI0FtN0Ucq7Pjod0vzNRCIfrT9cPey6eI0Lj5NHo=&reserved=0 1. Please provide the rationale of any user research you commissioned or carried out yourselves since September 2024. 2. Please state the number of participants (i) invited to take part and (ii) who were paid for taking part. 3.. Please provide the amount each participant was paid. 4. Please provide the questions that the participants were asked.
18/03/2025
I would like to know how many complaints the Student Loans Company has had and whether there has been an Increase. Would it be possible to get information for the last 5 years?
Dear Parliamentary and Health Service Ombudsman, What is the normal lead time to allocate a case to a signed document. Some cases take at least six months, if one has complained before. Under what circumstances can the Ombudsman refuse to deal with a case when it has been put in front of him, or answer questions.
I am writing to request an internal review of the response I received to my Freedom of Information request (Reference: 00002983), dated 27 February 2025. While I appreciate the information provided, I believe there may be a misunderstanding regarding the scope of my request. My original request sought data on complaints investigated by the PHSO concerning His Majesty's Courts and Tribunals Service (HMCTS) during the period [Jan 2022] to [Dec 2023]. I understand the PHSO's response interpreted this as referring only to detailed investigations that led to a formal report. However, I was also interested in complaints that reached the stage of being assigned a caseworker, after the PHSO has confirmed the complainant has completed the internal complaints process with HMCTS. This caseworker was assigned to "take a closer look" at the complaint, but in some cases, a detailed investigation may not have been conducted. My intention was to understand the volume of complaints that were considered serious enough to warrant assessment by a caseworker, following confirmation that HMCTS internal processes were exhausted, even if they did not all ultimately progress to a full, detailed investigation. Specifically, I'm interested in data on cases where a caseworker determined whether the complaint warranted escalation to a detailed investigation after the initial review. To clarify my request, I would like to know if the PHSO holds data on the number of complaints that reached the caseworker stage, and the outcomes of that stage (e.g., escalated to detailed investigation, not escalated, etc.) during the specified period (Jan 2022 - Dec 2023). If my initial request was overly broad, I'm happy to refine it to focus on the specific data the PHSO holds regarding complaints that reach the caseworker assignment stage, excluding those which have not previously been through the HMCTS internal complaints process. For example, a number of complaints at caseworker stage and their outcome ( e.g. what % lead to detailed investigations) would be of significant interest. I believe this clarification will ensure that the information provided accurately reflects the scope of my original request. Thank you for considering my request for an internal review. I look forward to hearing from you soon.
17/03/2025
Contract Details o Which Framework was the call-off awarded under. o The date the call-off was awarded. o The contract duration (start and end date), including any options to extend. o Who was the contract awarded to. 1. Procurement Process o Whether the call-off was made via direct award or a mini-competition. o If a mini-competition was used: The number of participating bidders. The selection criteria applied. 2. Financial Information o The actual spend on this call-off from the contract start date up to the most recent accounting period available. 3. Contract Documents o Please provide a copy of the service/product specification given to bidders at the time of this call-off award. o Please provide a copy of any Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) included in the call-off contract. 4. Future Contract Decisions o Has a decision been made yet on whether the contract will be extended or renewed? o If so, will the contract be re-procured under a Framework or will a different route to market be taken? 5. Contract Oversight o Please provide the job title and department of the senior officer responsible for this contract outside of procurement.
13/03/2025
I would be most grateful if you could send me a copy of the latest version of the Regulatory model assessment handbook or its equivalent if its name has changed.
10/03/2025
I am writing to obtain the following information under the freedom of information act. Please provide the following information for the 2022-23 and 2023-24 financial years: 1. The total income your organisation received from the government in each year. 2. Your organisation’s total expenditure in each year. 3. Your organisation’s total staff headcount in each year. 4. The year in which your organisation was originally founded For the purposes of this FOI, income from the government refers to all income you received from the UK government.. This is most likely in the form of government grants but could also be through other mechanisms. Total expenditure refers to the total amount of money your organisation spent in each financial year. If this is not available, please provide net expenditure and identify it as such. Your organisation’s headcount refers to the total number of staff employed during each financial year. If a total headcount is not available please provide the full-time equivalent figure and identify it as such. The year in which your organisation was founded refers to the initial founding of the organisation rather than a name change. Please provide the earliest possible date for this.
I am unhappy with your response and do not wish to trawl through the propaganda in the link as I fall under the reasonable adjustments of the care quality act 2010! I request that the information is clear in the email and answered without a smoke and mirrors approach?
07/03/2025
Please supply all information however held describing the qualifications and experience required of investigators where the subject of the investigation is failure at NHS or NHS practitioners (not an individual person).
I have noticed that in the Information Commissioner's Annual Report it states that 100% of PHSO decisions against the IC were dismissed. That figure is very alarming and warrants further investigation. I hereby make a Freedom of Information Request for all information pertinent to PHSO decisions concerning the IC. This includes guidance, any internal Policy, statistics, Code of Practice or any other documents that relates to reasons for your decisions.