01/06/2023
In a straightforward request for clarification of PHSO complaints procedure, I was discourteously rejected response—despite its potential value to complainants. The PHSO FOI duty considered this request was “Vexatious” though opaque decision-making. Since there seems to be a contentious point here in PHSO use of “Vexatious” and its judgement of the term: (1) Please can you provide information to say what the PHSO defines as vexatious or vexing to PHSO staff individuals or to PHSO corporate body? (2) Can you produce any documented standard or researched information on what a Complainant may consider as being vexatious to them, as victims and, potentially, disabled victims? (3) Is there any PHSO research material considering the effects on the complainant (a party minor in opposition) of vexatious responses in the pursuance of their complaint, and its effect in contributing to potential frailty (through injury), and being in unsupported position. I gave reason for my new ‘similar’ request, and I apologised at the start that I was asking this question again, because: • A PHSO procedure may have been newly instigated or improved without notice. • I’d had confused, dismissive responses to previous FOI requests on the subject. • I’d been the victim of the lack of such procedure. • Apparently PHSO was claiming exemption from rules applying to UK service suppliers, where product or service was of poor standard, was defective, injurious or unfit for claimed purpose.. • In other words, a PHSO idiosyncrasy that there’s no expectation of access to formal procedure addressing service quality and, without such: • No transparent way of assessing deficient quality, whereby complaints would be accepted graciously, logged as complaint, acted-on, or aggregated for assessing quality of responses and independent verification. • And I stress the need for Independent verification, without connotation of illusory ‘vexation’ placed on the enquirer, who suffers ‘vexations’ without means of redress through PHSO deficit. Thus: (4) How does the PHSO report internal reviews of complaints for Quality purposes i.e. including corrective actions and efficacy of such? (5) How does the PHSO report (unrecorded, unidentified, unmonitored) complaints and its actions, for external assessment e.g., in its claimed Quality Procedure operation; then in annual scrutiny by Govt. Accountability Committee (i.e. PACAC), being the end point for PHSO quality assurance in terms of effective, transparent process and cost and value to taxpayers in maintaining their trust in Services. CONTEXT ; to help FOI group understand and appreciate questioning: • I question this where the PHSO has repeatedly crossed fragile, potentially serious, boundaries of citizens’ rights for fair hearing, fair treatment and respectful conduct in recognition of potential calamitous and life-threatening experience—tactics seeming to target complainant’s mental health; there is zero accountability or corrective action, showing an insensitive and indifferent attitude in contempt of expected PHSO behaviours. • Nota Bene: To assist the PHSO understand context in original FOI questions, I quoted several instances where this might happen (abuses) in the course of its dealings with those feeling exploitation and mishandling by Govt. Services: • Where PHSO claims being non-prejudicial in investigations—for example here, into NHS maladministration and process failure where this was seen and experienced by a complainant offering the evidence as reasons for advising Govt. Services. • Where complainants also have boundaries and tolerances, overlooked yet intensified by their experiences. PHSO claims of “Vexatious requests” will illustrate further complaints of opacity and lack of capacity by PHSO. Why’s it so hard for PHSO to understand? TO PHSO, ICO, PACAC, WDTK: I feel that that my questions are very strictly necessary and to-the-point. The Context is an essential element.
31/05/2023
1) How many subject access requests did you receive over the 2022-2023 financial year? Can you please break this down by month 2) How many other data subject rights requests (erasure/rectification etc) did you receive over the 2022-2023 financial year? Can you please break this down by month 3) How many FOI requests did you receive over the 2022-2023 financial year? Can you please break this down by month 4) How many data breaches/security incidents or near misses did you record over the 2022-2023 financial year? Can you please break this down by month 5) What were your compliance rates (monthly/annually) for responding to FOI and SARs within statutory time limits over the 2022-2023 financial year? 6) What case management system do you use to record and manage information requests?
26/05/2023
I am not asking for a personal oppinion - I am asking for your orgaisations written guidelines, policies.. Eg, do PHSO guidelines, policy... stipulate a complaint of any kind has to have a first hearing at local level before you PHSO can accept it [investigate, handle it, etc] Please could you show me those guidelines etc, independent of what opinions may or may not hold
25/05/2023
Under the Freedom of Information Act, I would like to request the following information: • The duration of time utilising cloud infrastructure. • The criteria used to choose a cloud provider. • The percentage of infrastructures employing cloud services. • The supplier of cloud infrastructures used. (AWS/Oracle/Azure etc.) • Case studies highlighting the successful implementation of the 'Cloud-first' strategy. • The uptime of the cloud infrastructure. • The annual budget over the last five years for IT-managed services • Please provide the percentage spent on cloud-managed services
‘How many cases a year do the PHSO uphold in favour of the complainant against how many they receive? What is the percentages per year for the last five years?’
24/05/2023
I would like all documentation relating to (Redacted) case, all correspondence, including the final Ombudsman's report along with any call recordings. I would also like to know whether (Redacted) medical information was accessed, forwarded by or shared with (Redacted) during this process. As a priority however, I require sight of the final Ombudsman’s report.
I would be most grateful if you would provide me, under the Freedom of Information Act, details in respect to the contract below. PR2150 - Provision of a Cleaning Service: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.contractsfinder.service.gov.uk_Notice_d626e9ea-2Ded6b-2D4a37-2D98ce-2D9ddf2c8d54dd&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=De-Itr7Ok_RjTJngODHJM85Mv6BKULHipFnG6qM_84M&s=-53MFnfIRdmi3VOEiedqdlf0Qp-jpA8OJLizUxDxGiA&e= The details we require are: • What are the contractual performance KPI's for this contract? • Suppliers who applied for inclusion on each framework/contract and were successful & not successful at the PQQ & ITT stages • Actual spend on this contract/framework (and any sub lots), from the start of the contract to the current date • Start date & duration of framework/contract? • Could you please provide a copy of the service/product specification given to all bidders for when this contract was last advertised? • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the senior officer (outside of procurement) responsible for this contract? Thank you for your help.
22/05/2023
Under the Freedom of information act I request information about Cornwall Partnership NHS Trust inclusive of (Bodmin Mental Health Services) can you please tell me how many times in 10 years has this NHS Trust sent the" Wrong person information" to the Parliamentary Health Ombudsman
I am writing in respect of your finance solution. Could you kindly help me out with the below information? 1.Which ERP (Enterprise Resource Management) or Finance system is currently used? 2. What was the annual value of the contract? 3.When does your contract expire? 4.Do you have any planned upgrades of the software? If so, when? 5.Are you planning to go to market for a different ERP/ Finance system? If so, when? 6. Who is the person responsible for your ERP / Finance system? Please provide full name, title and contact information if possible.
I am after the following information and was hoping you may be able to assist, please. how many complaints has the Parliamentary and Health Ombudsman received from victims about sexual offence investigations in the last year? If possible to establish this, what were the outcomes?
I’d be grateful if you could confirm the figures for the following [for BEIS specifically]: Number of Ombudsman recommendations in 2021-22; Complied with; Not complied with.
Confidential Waste Destruction Contract The details I require are: • Has confidential waste been procured via tender or framework or another means? • If a framework, could you confirm the name of the framework please? • Actual contract values of each framework/contract (& any sub lots) • Start date & duration of contract • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the procurement officer responsible for this contract and could you provide their email address and phone number please? Who is the senior officer (outside of procurement) responsible for this contract and could you provide their email address and phone number please? • Who is the current supplier? • If your current supplier is a Facilities Management/Waste/Cleaning Company, which sub-contractor services your organisation? E.g., which company’s staff actually collect your confidential waste?
This year we received 86 pieces of positive, written feedback from people who used our service and from organisations we investigate. https://www.ombudsman.org.uk/sites/default/files/HC 526_Annual_Report_and_Accounts_2021_2022.pdf p36 Can you tell me how many pieces of positive written feedback came from people who used your service and how many came from organisations you investigate?
From your annual report 2021/22 you state that: In 2021-22, we carried out 455 review requests of decisions (decision review requests) and upheld 37 of them. https://www.ombudsman.org.uk/sites/default/files/HC 526_Annual_Report_and_Accounts_2021_2022.pdf p36. Can you provide the following information? 1. What was the total number of decision review requests made in 2021/22? 2. Of the 37 upheld requests how many received a new investigation?
18/05/2023
Please could you provide me with detail of your recruitment agency spend in FY 2022 and any information you might have for FY 2023, including the agencies in which you have engaged Please could you also provide me with a current organisation chart for Human Resources, Finance, Procurement and Technology, or any information that you could provide me with regarding these teams
In your annual report 2021/22 you state: PHSO is committed to continuous learning. Feedback from service users helps us to identify where improvements are needed and where there may be lessons for individual members of staff or teams. Complaints about the service being provided by an individual member of staff or team should be considered by the relevant manager. The manager should attempt to resolve these concerns. In the rare circumstance that the manager is unable to resolve the complaint to the service user’s satisfaction, further consideration can be given by a separate review team. In 2021-22 we decided on 61 formal complaints about our service (service review requests), which is less than 1% of the total number of complaint decisions. This compares to 71 (<1%) in the previous year. We upheld 25 of the complaints we looked at and took action to put things right. This included an apology, a re-examination of certain issues, an explanation, or changes to our service. In 2021-22, we made 25 compensation payments to complainants due to poor service. These came to a total of £23,420. Can you provide the following information? 1. What was the total number of service complaints made in 2021/22? 2. How many complaints were given further consideration by a separate review team? 3. How many of the 25 upheld complaints were upheld by a separate review team?
Can I please request the following information under the Freedom of Information Act. 1) Any correspondence between the Parliamentary and Health Service Ombudsman and University Hospitals Birmingham dated between March 2022 and March 2023 (or the latest available date). Please include emails, letters, minutes from meetings, and all other forms of correspondence (written and electronic) that fall under the FOIA. 2) Any correspondence between the Parliamentary and Health Service Ombudsman and Birmingham and Solihull ICB dated between March 2022 and March 2023 (or the latest available date). Please include emails, letters, minutes from meetings, and all other forms of correspondence (written and electronic) that fall under the FOIA. 3) Any correspondence between the Parliamentary and Health Service Ombudsman and NHS England regarding University Hospitals Birmingham (please use ‘University Hospitals Birmingham’ as a search term) dated between March 2022 and March 2023 (or the latest available date). Please include emails, letters, minutes from meetings, and all other forms of correspondence (written and electronic) that fall under the FOIA. If you are encountering practical difficulties complying with this request, please contact me as soon as possible (in line with your Section 16 duty to advise and assist requesters) so that we can discuss the matter, and if necessary, I can modify the request. If any redactions are needed, please state under what exemption/s. Redactions should not be included as part of the estimated costs/time.
FOI request complaints received about University Hospitals Birmingham NHS Foundation Trust and related matters Please disclose: 1) Data in spreadsheet form for the years 2019/20 2020/21 2021/22 2022/23 YTD featuring: - The number of complaints received by PHSO about University Hospitals Birmingham NHS Foundation Trust (UHB) - The outcomes of these complaints in terms of the PHSO's process - upheld/partly upheld, not upheld or "other". Please disclose also: - whether or not PHSO has produced any thematic reviews, reports or analyses based on complaints received about UHB since 1 April 2019 - Any thematic reviews, reports or analyses based on complaints received about UHB since 1 April 2019 2) Please disclose spreadsheet data on the numbers of complaints received and their outcomes, for the following two trusts, over the same periods as above: Manchester University NHS Foundation Trust Guys and St Thomas' NHS Foundation Trust 3) Please disclose the date on which PHSO triggered the emerging concerns protocol about University Hospitals Birmingham NHS Foundation Trust in 2022. What parties besides NHS England were copied into PHSO's triggering correspondence? Was a risk summit or equivalent meeting(s) held between agencies as a result of the protocol being triggered, and if so, on what dates did the meeting(s) take place? Please disclose a copy of the PHSO correspondence triggering the emerging concerns protocol, redacted if necessary, but at least displaying the circulation list and any broad summary of key, serious concerns. 4) On BBC Newsnight 14 March 2023 the Ombudsman appeared to suggest that regulators had been excluded from giving evidence to the reviews on UHB. He stated: "Well, it’s a serious issue for a patient safety organisation not to want to involve Ombudsmen, leaders and regulators in giving evidence to try and address the operational that have caused the inquiry to be commissioned." Which regulators was he referring to and upon what evidence was this contention based?
17/05/2023
Under Freedom of Information could you please let me know the following for the period 2007 to current date (This was the start year of the National Framework) How many Appeals for the above [Continuing Healthcare] were sent to through the Parliamentary Health Ombudsman? How many were accepted? How many were upheld?
12/05/2023
I am following up on my request below to see if the data is available yet for the no of complaints PHSO received about the Planning Inspectorate for the reporting year Apr 2022- March 2023, and the no of those complaints that were upheld? Thank you for your reply to my information request. Please could I receive the uncleansed data – number of complaints that the PHSO received about the Planning Inspectorate between 1 April 2022 and 31 March 2023, and the number that were upheld. I understand that you are unable to provide a firm timescale around when the cleansed data may be available but I will contact you again in a month, as suggested.