10/08/2023
In order to ensure my understanding is correct I would very much like to submit the following supplementary questions: [A table of data provided by the PHSO in response to a previous FOI request appeared here in the requestor's email to us. The reference number for that request is 00001047.] 1. As the Complaints closed prior to detailed investigation (35151) is higher than the total Complaints received (35103) can we assume that the difference (-48) would relate to complaints received prior to 2022 but closed in 2022? 2. If only 615 of the 35103 complaints received in 2022 were passed for detailed investigation, this represents less than 2% of the complaints received. Is this correct? Your website states that around 25% of the complaints received progress from Step 1 When we first receive your complaint What happens? to Step 2 Deciding whether to investigate your complaint: https://www.ombudsman.org.uk/making-complaint/how-we-deal-complaints 3. Can we then say that more than 23% of complaints received fail to be progressed from Step 2 to Step 3 Investigating your complaint? 4. And, that this represents 93% of complaints which had progressed to Step 2? Of the reasons for closing the complaint, by far the largest is "Not ready for us" representing some 72% of dismissed complaints. 5. Presumably this would be because the complaint procedure with the organisation complained of has not been completed - is this assumption correct? 6. If so, could this be that complainees are hindered by the concurrent time limits of the PHSO and NHS? 7. Your figures suggest that not many of the "Not ready for us" category are re-submitted. Is this the case or could there be an element of double counting within these figures? Are you able to tell me how many of the 25192 complaints were subsequently re-submitted? 8. If you are able to add any further commentary, or managerial assessment, to inform my understanding of the figures, this would be greatly appreciated.
08/08/2023
We are already an approved supplier in various regions for the following Neutral/Master Vendors: • Etips /GRI/ Magnit Global • Matrix • Nueven/ Venneu • Hays • Addeco • Reed • Compass • Medacs • Retinue If you utilise any of these vendors, could you please furnish me with the appropriate contact name and contact number?
07/08/2023
Please may you provide me, in Microsoft Excel or an equivalent electronic format, with a list of invoices that were not paid within 30 days for the last 6 financial years (2017/18 to 2022/23 inclusive) which would feed into the Regulation 113 Notice you are required to publish each year as part of your obligations under The Public Contracts Regulations 2015, with the following information for each invoice (where available): • The name of the Supplier • Supplier email address • Supplier company registration number • Supplier postal address • Supplier telephone number • Supplier website • The date of the invoice • The invoice reference • The gross value of the Invoice • The date the invoice should have been paid by • The actual payment date of the invoice • The total amount of interest liability due to late payment of the invoice • The total amount of interest paid to the supplier due to late payment of the invoice. For the avoidance of doubt we request the data behind payment performance summaries for Regulation 113 Notices, not the summaries themselves. We expect that this information to be readily available and easily accessible in the electronic format requested given the necessity of source data which must have been required to prepare and produce the Regulation 113 Notice. If it is not possible to provide the information requested due to the information exceeding the cost of compliance limits identified in Section 12, or for another reason, please provide advice and assistance, under the Section 16 obligations of the Act, as to how I can refine my request. If you have any queries, please don’t hesitate to contact me via email or phone and I will be very happy to clarify what I am asking for and discuss the request, my details are outlined below:
Therefore, this is both a Subject Access Request and Freedom of information Request to disclose any and all documents, records of internal communication regarding or pertaining to the volume of case load and waiting times that the PHSO holds. Specifically and generally as they apply and relate to my PHSO case and or other PHSO cases. CLARIFICATION RECEIVED: I think that it would therefore be more helpful if you could include any relevant information or documents regarding the case work process, including the intake process and how long it will likely take. To assist you in this it would be useful to know and provide the current caseworker load and estimated time for complaints to be finalised.
04/08/2023
I would like to make a freedom of information request for: the number of complaints received by the ombudsman in the year 2021/2022 regarding nhs trusts. The number of these complaints which took over 12 months to investigate. The longest time taken to investigate a complaint about the NHS submitted in the year 2021/2022.
I would like to know how many complaints were made to your organisation about Imperial College Healthcare NHS Trust doctors Charing Cross especailly over the last three to four years. Can you confirm to me how many complaints were upheld and if any of the investigations that you undertook were about the Trust medical directors office failure to carry out serious incidents review or properley look in to deaths that were avoidable. Can you also confirm if any of the complainants alleged, that their was lack of duty of candour ,breach of duty of care,fraud,discrmination or the hastening of thier loved one death was caused by the doctors refusal,failure to treat or the misdiagnosis by any of the doctors involved at the Trust.
02/08/2023
Your Annual Report and Accounts 2022 to 2023 states: 'This year we received 136 pieces of positive written feedback from people who had used our service and from organisations we investigate.' (p43) https://www.ombudsman.org.uk/sites/default/files/886 PHSO Annual Report and Accounts 2022-23 FINAL ONLINE.pdf 1. Please provide the number of (i) individuals and (ii) organisations that provided the feedback. 2. Please provide copies of the feedback with necessary redactions. 3. Please provide details of any changes you have made to the Annual Report and Accounts 2022 to 2023 since it was first published online. 4. If 'individuals' includes people other than complainants, please specify the number of complainants.
01/08/2023
How many complaints have been made against each Energy Company each year for the last 5 years. How many of these complaints were upheld. How many times has the maximum award been made against each company. If the answer is none what is the highest award made and against whom was it made. Is the investigator legally responsible in a court of law for his decision. How do you appeal a blatantly wrong immoral decision.
28/07/2023
1. Does your organisation use Customer Relationship Management (CRM) software? (Example: HubSpot, Salesforce, Dynamics, Other, etc.) • Yes • No 2. If yes, please specify which CRM(s) are used by your organisation: • HubSpot • Salesforce • Dynamics • Other (Please specify) 3. What license level/subscription does your organisation have? 4. What is the annual cost of your CRM system(s)? 5. List any job roles by (job title) within your organisation that communicate with contacts via the CRM(s) system? 6. Does your organisation work with any external agencies to manage the CRM? 7. Does your CRM integrate with other systems within your organisation? (Example: finance systems, Other CRM Systems, etc.) • Yes • No 8. If yes, please specify which other systems your CRM(s) are integrated with:
26/07/2023
Under the Freedom of Information Act, I request figures that reveal the amount of upheld complaints by the PHSO that related to the Prisons and Probation Ombudsman's decisions (or inactions) regarding complaints about the National Probation Service in 2021, 2022, and so far in 2023.
25/07/2023
Can I please do a freedom of information regarding the statistics of how many cases are brought to you threw local mps with complaints about the child maintenance service in the full years 2021/ 2022 and so far this year 2023. Also what is most commonly found in past cases 2012 - curent
24/07/2023
I am writing to you under the Freedom of Information Act 2000 to request information held by the parliamentary and health service watchdog. The Education and Skills Funding Agency has said that in the financial year 2022-23 it was made aware of four ESFA-related complaints escalated to the PHSO. As such, could you send me the following, please: • A brief description of the four complaints, including the outcome of the complaint (i.e. whether or not it was upheld) and the date on which the complaint was lodged • A copy of the PHSO's report into the one complaint against the ESFA that was upheld in 2022-23 The ESFA mentioned that these complaints were escalated to the PHSO on page 25 of its latest annual report and accounts, which can be read here: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1170656/ESFA_Annual_report_and_accounts_2022-23.pdf If this request is too wide or unclear, I would be grateful if you could contact me as I understand that under the act you are required to advise and assist requesters. If any of the information is already in the public domain, please can you direct me to it, with page references and URLs if necessary.
21/07/2023
do you still hold figures on the amount of complaints heard by yourselves in relation to LRPs and IRPs? I have lodged a similar FOI with BCCG below. Ideally, I would like the 2017-2023 figures for complaints and outcomes about Clinical Commissioning Groups in England. You already have some data on your site - Complaints to the Parliamentary and Health Service Ombudsman, 2019-20 and 2020-21 | Parliamentary and Health Service Ombudsman (PHSO) – though I can’t find any for Bromley CCG for the two published years although I may be reading the data wrong? Local resolution Panel - LRP Independent Review Panel - IRP
1. Please could you provide me with details/links to any PHSO decision or case where an ICB or CCG had to reimburse the other party’s legal/representation fees. I would like any joint PHSO and LGSCO to be included in this where applicable; and 2. Please could you provide me with details/links to any PHSO decision or case where an ICB or CCG had to reimburse the other party for care provided by family members. I would like any joint PHSO and LGSCO to be included in this where applicable.
If this is not the policy relating to consent, please forward the relevant policy for me to consider.
19/07/2023
Thank you for sending the attachment with regard to the Ombudsman Academy. It doesn't really answer my question as to who sets the curriculum and who accredits the qualification as this project is in the very early stages of development. The document states that PHSO already has a 'training unit' so could you please supply me with the information on who sets the curriculum and who accredits the qualification in regard to this active training unit?
I write under the Freedom of Information Act 2000 to request the following information: The PHSO published Code of Conduct states: “PHSO recognises that employees need clear guidelines as to the standards of behaviour and conduct expected of them. PHSO has a number of policies regarding matters such as; use of internet, dignity and respect and health and safety, etc.” (version 1.0, 31 March 2019) - link below. https://www.ombudsman.org.uk/sites/default/files/PHSO_Code_of_Conduct_March_2019.pdf 1. Further to the above quoted PHSO Code of Conduct, please provide up to date recorded information on current applicable policies and guidance, including copies of the policies and guidance. The PHSO webpage entitled: “Our commitment to acceptable behaviour”, under the heading “Making sure our service is accessible to those who need it”, states: “We will make sure that we meet the requirements of the Equality Act 2010 and the Public sector equality duty. This includes considering adjustments for disabled people and people living with a long-term health condition or impairment. Our employees are trained to handle difficult situations appropriately and are expected to understand the causes of challenging behaviour.” A link to the webpage is provided below. https://www.ombudsman.org.uk/about-us/corporate-information/freedom-information-and-data-protection/our-publication-scheme/our-commitment-acceptable-behaviour 2. Please provide recorded information - copies of policies, processes, procedures, protocols, and guidance used / followed by the Parliamentary and Health Service Ombudsman (and PHSO personnel) applicable to dealing with disabled complainants, including considering adjustments for disabled people and people living with a long-term health condition or impairment, and ensuring compliance with the requirements of the Equality Act 2010 and Public sector equality duty. 2.1 This includes PHSO recorded information on appropriate handling of disability-related ‘difficult situations’ and recorded information on understanding the causes of disability-related ‘challenging behaviour’. 2.2. This includes recorded information on ‘anticipating adjustments’ as referred to in paragraph 1.48 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021) - link below. This is identified as a policy requirement. https://www.ombudsman.org.uk/sites/default/files/Service_Model_Main_Guidance_19.0.pdf 2.3. This includes recorded information on ‘requests for reasonable adjustments under the Equality Act 2010’ as referred to in paragraphs 1.42 to 1.47 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021). This is identified as a policy requirement. 2.4. This includes recorded information on ‘physical and mental health conditions’ as referred to in paragraphs 2.56 of the PHSO Service Model Policy and Guidance: main guidance (version 19.0, 15 April 2021). This is identified as a policy requirement. 2.5 This includes recorded information on ‘considering equality issues in deciding whether to take action under the policy’ as referred to in paragraphs 2.13 to 2.17 of the PHSO Service Model Policy and Guidance: general guidance (version 12.0, 3 July 2020) - link below. This is identified as a policy requirement. https://www.ombudsman.org.uk/sites/default/files/Service_Model_general_guidance_V12_July_2020.pdf
14/07/2023
Please can you provide me with information concerning the maintenance of your corporate estate i.e. operational buildings, land and any other property (e.g. investment) and schools, if they are within your jurisdiction. Not any social housing/dwellings. Q1. What type of maintenance management model does your organisation use? E.g. Managed supply-chain, single hard-fm & soft-fm contractor, internal workforce, principal contractor etc. Q2. Can you provide a list of the approved contractors used? Q3. What are the total values of contracts granted? Q4. When do these contracts expire? Q5. What services are provided in each contract? Q6. What procurement method was used? E.g. Open ITT, Framework if so, which one?
Also the statistical breakdown of types of cases dealt with by the PHSO
I have a problem with my occupational pension scheme and the DWP. I have seen a summary of a maladministration case (shown in the title of this email) you had with the DWP together with the 2019 Round-up. I have shown below links to the summaries I already have. However, I am aware from correspondence between the DWP and the Chair of the Work and Pensions Committee that a report was issued but I am unable to get hold of a copy. "The PHSO report was sent to the committee (28 August 2020) to meet recommendation (e). https://committees.parliament.uk/publications/6267/documents/69159/default/ I would be most grateful if you could send me a copy of the report referenced by Peter Schofield/Sir Stephen Timms. https://www.ombudsman.org.uk/publications/ombudsmans-casework-report-2019-0 https://www.ombudsman.org.uk/making-complaint/what-we-can-and-cant-help/how-we-have-helped-others/communication-changes-inflation-state-pensions