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).
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.
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?
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.
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.
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 .
13/11/2023
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
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
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.
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
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.
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.
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
24/10/2023
Please confirm the number of staff employed as investigators, grade and salary range for 2019-2023?
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?
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”?
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.
17/10/2023
I am requesting a copy of the report into bullying and harassment at this hospital undertaken by Rob Behrens.
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.
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?