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.
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
10/06/2022
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)?
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.
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.
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
26/05/2022
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.
I request a copy of your Review Policy. This is the policy that explains what will happen when a complaint is sent for review.
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?
20/05/2022
Please provide the names of all MPs who made referrals during 2021/22 together with the number of referrals each made.
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)
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?
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.
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
04/05/2022
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]
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.
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.
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
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?
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?