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.
02/07/2024
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
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?
All protocol / procedures surrounding his case, our service complaints process,
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.
01/07/2024
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.
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.
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."
27/06/2024
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.
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.
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.)
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
24/06/2024
I’d be grateful for all information you hold in relation to complaints about Riversdale Surgery Belper, and in particular Redacted
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?
Can you clarify the criteria used to determine whether a complaint warrants formal investigation at step three of the process?
How I can gain access via FOI on how the ombudsman has helped BDUK structure there complaints policy
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.
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
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.
20/06/2024
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.