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.
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.
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.
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?
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.
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.
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
03/06/2024
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).
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
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?
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.
16/05/2024
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.
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
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.
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.
30/04/2024
Could you clarify where your in house legal department is located then please?
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.
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?
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”
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.