04/04/2025
I wish you to supply how much in monetary value the Ombudsman receives from the Government and other sources.
03/04/2025
Under the Freedom of Information Act, I would like to request the following information regarding the registration of (Detail Redacted): 1. A list of all formal and informal complaints recorded at Church View Dental Clinic in Upminster related to their practice, including the general context of these complaints (e.g., misconduct, malpractice, etc.). 2. A list of all complaints received by the PHSO concerning them and/or the practice, including the nature of these complaints and the outcomes of any investigations.
Under the Freedom of Information Act, I would like to request the following information regarding the registration of (Detail Redacted) 1. A list of all formal and informal complaints recorded at 10 Hall Lane Dental Practice in Upminster related to their practice, including the general context of these complaints (e.g., misconduct, malpractice, etc.). 2. A list of all complaints received by the PHSO concerning them and/or the practice, including the nature of these complaints and the outcomes of any investigations.
Please provide a copy of the agreement. PHSO has with such as medical advisors or other independent advisors which informs them that any advice they give is anonymous. It is stated by you, that information can be disclosed after the conclusion of the investigation. Please explain if this also includes advice given by third-party persons such as medical advisors. You say that you have referred to a medical advisor of some 25 years experience in relation to obtaining an overview of documents. Please name this medical advisor.”
These requests relate to data for Nottingham University Hospitals NHS Trust. Number of contacts to the PHSO for the annual years 21/22, 22/23, 23/24, 24/25 Number of investigations taken up by the PHSO for the annual years 21/22, 22/23, 23/24, 24/25 Upheld PHSO cases broken down into fully or partially upheld for the annual years 21/22, 22/23, 23/24, 24/25
01/04/2025
I am submitting this Freedom of Information (FOI) request under the Freedom of Information Act 2000 regarding the complaints and investigations into AJM Healthcare, the NHS wheelchair service provider. Please provide the following information: • The total number of complaints received by the Parliamentary and Health Service Ombudsman (PHSO) about AJM Healthcare from 2019 to present. • A breakdown of the nature of these complaints, including categories such as delayed repairs, failure to provide wheelchairs, communication failures, and complaints handling issues. • The number of complaints where the PHSO ruled in favour of the complainant and details of any formal action taken against AJM Healthcare. • Copies of any warnings, reports, or recommendations issued by the PHSO to AJM Healthcare in the past five years regarding their service performance. • Internal communications between the PHSO and AJM Healthcare about past complaints (excluding personal data). • The number of complaints that the PHSO has dismissed or deemed "not serious enough to investigate" regarding AJM Healthcare. • The criteria and internal guidelines used by the PHSO when deciding whether to take action against a service provider for repeated complaints.
Please may I know the name and specific qualifications of your expert?
Furthermore please advise: - The annual funding received by the PHSO from 2019 to present - The numbers of complaints received annually by the PHSO from 2019 to present - The number of complaints investigated annually from 2019 to present - The numbers of complaints fully upheld by the PHSO annually - The numbers of complaints partially upheld by the PHSO annually
31/03/2025
We would like to submit a FOI request and ask for the following: • What information Korn Ferry were provided to complete job evaluations. • Who completed the job evaluations/which colleagues were on the panels that completed the evaluation and re-grading exercise. • Information relating to how the panel and/or Korn Ferry completed the job evaluation specifically relating to the Improvement Officer and Senior Improvement Officer role and any supporting documentation relating to the outcome of changes to the grading of the role(s). • What training, including any materials, were colleagues provided to complete the job evaluations. • The minutes from the meeting where a decision was made to implement the changes to PHSOs pay and grading structures. • A copy of Croner and Korn Ferry’s process for how they evaluate job roles. • A copy of the last job evaluation exercise completed by Croner and when this occurred. • A list of all previous pay and grading structures broken down for each role in the organisation, and the new pay and grading structures for each role. • Project documentation relating to the Pay and Grading review covering scope (original and any amended versions), governance (decision matrix) and RAAIDDL log.
28/03/2025
Thanks for the JOB DESCRIPTION but this does not specify the level of education i.e qualifications for the job. I repeat the enquiry asking for qualifications for the job, level of education e.g first degree etc
27/03/2025
Re: Request for internal review - PHSO ref. 00002665 - PHSO’s non-compliance with its duty under s.1(1)(a), s.1(1)(b) and s.16 (duty to provide advice & assistance) of the FOIA 2000 Many thanks for the public FOI response dated 07.11.2024 (see link below): https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/did_phso_receive_a_response_to_t#incoming-2822279&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935065073|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=5zziWgJDzcjg6qiubnOOAQuwXa2VIhl/4WlX2tBQz+U=&reserved=0 First of all, I would like to thank the PHSO team for the rapid and clear acknowledgment of my FOI request, for the allocation of a ref. number thereby increasing accountability & traceability, for PHSO’s compliance with the statutory deadline announced, and for PHSO’s disclosure of AJM Healthcare’s reply to Rebecca Hilsenrath’s letter to them dated 09.05.2024. Regrettably, PHSO’s responses to items.5 and 7 led me to believe that the PHSO FOI team do not understand their duties under s.1(1)(a), s.1(b) and s.16(1) (duty to provide advice & assistance) of the FOIA 2000: s.16(1) It shall be the duty of a public authority to provide advice and assistance, so far as it would be reasonable to expect the authority to do so, to persons who propose to make, or have made, requests for information to it. Regrettably, I also find that PHSO’s FOI response dated 07.11.24 lacks clarity and is confusing when responding to my item no.7: “Is it important for PHSO that complaints are acknowledged within three (3) working days, as per The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, or is this deemed irrelevant by PHSO?” PHSO response: “Please bear in mind the legislation allows access to information 'held' by us and not for the creation of new information or opinion. Therefore, we may only be able to supply documents or data that contain the information we hold in response to your request. This would involve the creation of opinion or new information.” It is unclear to me what the third sentence (above) refers to and what is the meaning of “This would involve…”. It also seems to me that the third sentence (above) contradicts the first sentence. This lack of clarity obliged me to conduct extensive and time-consuming fact-checking on the ICO website, on the DHSC website and on the PHSO website. During my in-depth searches of the PHSO website (over 100 pages read, and 7 levels deep), I found what seems to be the official PHSO position (opinion) on my item.7: “When you receive a complaint, the first thing you must do is acknowledge it. The 2009 regulations say that your organisation must acknowledge the complaint no later than three working days after the day you receive it. You can do this verbally, electronically or in writing.” (see link below) https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/organisations-we-investigate/complaint-standards/nhs-complaint-standards/good-complaint-handling-guides/clarifying-complaint-and-explaining-process#accorditab__body2527-1&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935095804|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=6VjTAKgfBmxUGvJxATlfZuCP7wwo/qGGoLSZ8FC8qsk=&reserved=0 “What the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 say At section 13, paragraphs (3), (4) and (5), the 2009 regulations say: ‘The responsible body must acknowledge the complaint not later than 3 working days after the day on which it receives the complaint. The acknowledgement may be made orally or in writing.’ A closer look: clarifying the complaint and explaining the process 5 At section 13 paragraph (7), they say: ‘At the time it acknowledges the complaint, the responsible body must offer to discuss with the complainant, at a time to be agreed with the complainant - a. the manner in which the complaint is to be handled; and b. the period (‘the response period’) within which – (i) the investigation of the complaint is likely to be completed; and (ii) the response required by regulation 14(2) is likely to be sent to the complainant. c. If the complainant does not accept the offer of a discussion under paragraph (7), the responsible body must – a. determine the response period specified in paragraph (7)(b) and b. notify the complainant in writing of that period.’” (see link below) https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/sites/default/files/3_Clarifying_the_complaint_and_explaining_the_process_02_0.pdf&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935111617|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=4JfEMDvLYRAmwUxSheeogzlJzQHuLzEYqEf61+cq80g=&reserved=0 I believe that the PHSO FOI team should have sent me the above links in response to my item.7, or should at least have invited me to read the relevant section of the PHSO website, as was the case in another PHSO FOI response, which used the same template response: “Please bear in mind the legislation allows access to information 'held' by us and not for the creation of new information or opinion. Therefore, we may only be able to supply documents or data that contain the information we hold in response to your request. The department reasonably requires further information to identify and locate the information that you have asked for. Please clarify detailing specifically what information is sought. It may be that the information can be found on our website, there are a wide range of policies and procedures on our publication scheme.” (see link below) https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/phso_decisionslack_of_decisions#incoming-2434195&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935127009|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=lE8LpvuExjYnuFSFzkL7PoAPMmjoJzFhwy9jxxRK+RU=&reserved=0 The PHSO document entitled NHS Complaint Standards - Summary of expectations issues the vague recommendation below with respect to acknowledgments: “Staff respond to complaints at the earliest opportunity and consistently meet expected timescales for acknowledging a complaint.” https://eur03.safelinks.protection.outlook.com/?url=https://www.ombudsman.org.uk/sites/default/files/NHS_Complaint_Standards_Summary_of_expectations_December_2022_Final.pdf&data=05|02|informationrights@ombudsman.org.uk|30a30971d88f4535495308dd022ee0f6|7c88cec864114f329333cf6877fd3515|0|0|638669124935142093|Unknown|TWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ==|0|||&sdata=ZIBVM1wFe1Bj2Z+Nr4DnZcZlC0k1xenWn0Ne/S1wTsk=&reserved=0 As a remedy for PHSO’s failure to respond to my item.7 in accordance with FOIA 2000, I expect the PHSO to review their FOIA policies, procedures and handling of FOI requests, improve the clarity of the templates used by staff and train staff to request clarification and conduct in-depth searches themselves or collaborate with colleagues. Please disclose the guidelines for PHSO investigators or any similar internal document that assists PHSO investigators in reaching the conclusion that failure to follow the organisation’s complaints policies is a failure, in the same way that non-compliance with relevant NHS regulations is also a failure. With respect to my item.5 please release the information as to which steps/measures PHSO undertook in relation to AJM Healthcare, apart from Ms Hilsenrath writing to Mark Perress on 09.05.24. Finally, the fact that PHSO does not provide responses in PDF format resulted in all the links that I carefully provided were broken in PHSO’s public FOI response, making the response very confusing and unprofessional. Please provide PHSO’s response in PDF format with all links working.
25/03/2025
Today several media outlets, including the BBC, posted articles about the Heath Ombudsman claiming repeated failures in reading scans, x-rays etc is costing lives. The articles carry on to state that the health ombudsman has upheld 45 cases in the last 4 years. Can you please advise in the same period as your report what is the total number of scans, x-rays etc performed in the NHS. I believe it is important to add this data so a better understanding of the severity of the problem is obtained.
We are unsure how the "Unacceptable Behaviour" policy is quantified. Does this mean that if a person complains, the case does not get dealt with, even if the organisation has behaved illegally. Does the PHSO feel it is above the law. Under FOI, please advise how many cases the PHSO has failed to deal with under this policy, when the organisation concerned is in breach of the law. That is to say between 2022 and 2025.
1. How many formal complaints have been made regarding instances where women have reported that their painful period symptoms or dysmenorrhea were dismissed by healthcare professionals in the years 2019, 2020, 2021, 2022, 2023 and 2024. 2. Of these complaints, how many resulted in your investigating them? Please list these in the corresponding years. 3. During your considering complaints, what is the average length of your investigations? 4. Of these investigations, how many resulted in a sanction, adverse judgement or other disciplinary action? Please be clear about what the sanction was. Please list these in the corresponding years. 5. Have any further steps been taken in the past 5 years to ensure healthcare professionals are adequately trained to understand women’s reports of painful periods, including potential underlying diagnoses such as endometriosis? 6. What are your process for following up on complaints from women who feel their painful periods have been dismissed by doctors or healthcare providers? 7. Do you collect data on the time between when an individual first complains of painful periods, through to when they see a specialist or receive diagnosis? If so, can you provide the longest and shortest waits, as well as average time for the years 2019, 2020, 2021, 2022, 2023 and 2024. 8. Do you collect data on the number of individuals who have complained to your services on issues related to painful periods who then later receive diagnoses for menstrual conditions such as endometriosis, or PCOS? If so, please can you summarise these numbers for the years 2019, 2020, 2021, 2022, 2023 and 2024. 9. Do you collect data regarding the age and ethnicity of the individuals who have made complaints related to period issues? If so, please can you break these down into age ranges, and ethnic groups e.g., white, black, Asian or whichever way you record your data for the corresponding years. I am looking at specifically at Norfolk, Suffolk, and Essex. If available, I would also like the UK's total and averages.
24/03/2025
May I make a Freedom of Information request please. Concerning Community Protection Department - Enforcement Officers, South Norfolk Council, Horizon Centre Broadland Business Park Peachman Way Norwich NR7 0WF I would like to know if there has been any complaints concerning maladminstration within this organisation within the last ten years please. For example not using the victims evidence that could prove the case, and writing false misleading reports to other agencies that resulted in no action being taken, which resulted in failing to safeguard vulnerable disabled victims of repeated incidents over seven years.
The Ombudsman investigated Birmingham hospital: http://www.ombudsman.org.uk/news-and-blog/news/ombudsman-extremely-concerned-about-culture-university-hospitals-birmingham Please can you tell me who initiated this investigation - for example, was it a request from an MP or did the Ombudsman initiate the investigation itself? There is an issue at the University of Sussex NHS trust and Sussex police have been investigating deaths: https://mipp.police.uk/operation/4723F50-PO1 The Royal College of Surgeons have also reported a similar culture to that found by the PHSO in Birmingham: https://www.bbc.co.uk/news/uk-england-sussex-68206681 Is the PHSO involved in this investigation? Additional information volunteered by requestor on Wednesday 26th February: Please note that I am not looking to identify the person(s) who initiated the PHSO's enquiry into the Birmingham hospital but whether the PHSO itself initiated the enquiry itself following the investigation by the BBC. With regards to the University of Sussex NHS trust Royal Sussex, I just want to know (a) whether the PHSO has had any contact with the BBC, the Times newspaper or the Royal College of Surgeons regarding their investigations mentioned in the BBC article and whether the PHSO has now initiated an enquiry
20/03/2025
I would like copies of the appointment procedure and policies specifically for NHS registered patients for: My dentist 124 High Street West Glossop SK13 8HJ
I would like to know how many complaints were made to your organisation about Imperial College Healthcare NHS Trust doctors Charing Cross especially over the last two years. Can you confirm to me how many complaints were upheld or dismissed .