12/01/2024
The PHSO Service Model Policy and Guidance states, "If you have any ... questions about the guidance or related issues then please email". Please can I request these questions are responded to quickly as I require the answers for my Judicial Review? My questions are - 1) Please will you email me a copy of the PHSO "Supervision Model and the Delegation Scheme"? 2) Please will you email me a copy of the PHSO "Service Model general guidance? 3) From the casework reference library, please will you email me all the information held on the specific subject area of PHSO 'timed-out'/'out of time' complaints and the meaning of the word "aware" within your casework and the Parliamentary Commissioner Act(PCA) 1967 legislation? 4) Please will you email me a copy of the PHSO manual for Dynamics 365? 5) The Parliamentary Commissioner Act 1967 (c. 13) is amended as follows-- In section 6(3) (provisions relating to complaints) for “may conduct an investigation pursuant to a complaint not made within that period if he considers that there are special circumstances which make it proper to do so” there is substituted— “(a) may conduct an investigation pursuant to a complaint not made within that period if he considers that there are special circumstances which make it proper to do so, or (b) shall conduct an investigation pursuant to a complaint not made within that period if the House of Commons so resolves”. Please confirm that PHSO is following this amendment for Parliamentary Commissioner Act 1967 (c. 13) s.6(3)?
09/01/2024
I'm surprised to hear that your board members are not concerned with standard of service that you provide. Would you be kind enough to tell me what exactly they do do, and how much are they paid by us for doing it?
03/01/2024
Please let me have: 1. The total number of complaints about GHGS (for whatever reason) received by PHSO since 1st January 2022 to date. 2. The total number of those in 1 above that concerned the measure – underfloor insulation 3. The total number of those in 2 above that included pricing concerns. 4. The total number of those in 3 above where PHSO has: a. Provided either preliminary or final findings in support of the pricing complaint. b. Provided either preliminary or final findings that reject the pricing complaint. c. Not yet produced either preliminary or final findings. 5. Also, please let me have the name of the Minister who has responsibility for the operation of PHSO.
22/12/2023
The Public Administration and Constitutional Affairs Committee (PACAC) opened its inquiry into the Ombudsman's 2022-23 Annual Report on 13th September 2023. The deadline for the submission of evidence was 20th October 2023. I ask for the following information 1. Either prior to the opening of the PACAC inquiry, or the closing date for submissions, did PHSO make any direct written or verbal communication with a) any individual b) any organisation and inform them that the inquiry was to take place 2. If such communication was made, to whom it was addressed. 3. If such communication was made, on what date(s) did it occur 3. In so far as I can see, the PHSO website, was silent regarding advertising the PACAC scrutiny session. There is nothing recorded in the news, blog or publication sections. Please confirm that PHSO gave no general information that the inquiry was taking place and that the public could give written evidence.
This is a request under the Freedom of Information Act 2000. My reasons for these requests are in italics. Response may be by email, preferably using a pdf format for any attachments. The office email address for Mr Behrens. This has been requested several times but has been ignored. I am not satisfied with the way my case has been handled. The deficiencies identified should, in my opinion, be brought to his attention. The internal instructions defining maladministration. The policy document explaining why these are not available on the internet like most other government departments. I have been told that when a government department is acting outside its legal authority, this is not maladministration. I want to see how this is defined.
21/12/2023
Due to the numerous changes to the above organisations since that time and due to the current backlog of cases, I would like to make an FOI request covering the following:. 1) How many complaints have you received about REMO and HMTCS since 2010? 2) How many were resolved in the applicants favour? 3) How many were not resolved in the applicants favour? 4) Which countries were involved? 5) What was the nature of the complaint?
20/12/2023
continuing care qmc and myself would like to ask four questions 1 Has Mr (redacted) ever dealt with an fast track. end of life case as an ombudsman. 2 Is it normal practice for an ombudsman to bring in a clinical lead who just had general knowledge when there are organisations who would certainly have the expert knowledge 3 When getting this complaint last September why did Mr (redacted) decided not to do anything with this complaint until l rang several times why did he bother if he didn’t want to take it. 4 Are all reports done by the ombudsman cold deliberately mocking other agencies...is it the normal process or was it just our report
I am looking for the costs incurred by the Ombudsman to date of investigating and reporting upon the complaints about communication of changes to women’s State Pension age.
13/12/2023
Under the Freedom of Information Act I request that PHSO identify your expenditure and ICE identify its expenditure on this extraordinarily costly investigation
The PHSO Evidence for PACAC's Scrutiny:- https://urldefense.proofpoint.com/v2/url?u=https-3A__committees.parliament.uk_writtenevidence_125826_pdf_&d=DwIDaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=aYXZoiHMXvnh16Ly0RpfPUCAfDPPdnwknix7sKDL1CWAkrxFyZb6dMvbJPBuIUVj&s=SqzNrG184ownJPfOGiYFrn1rwVkw2qYP5S5xmFFUtJU&e= States:- > 4.4. Ombudsman Reform > It is now eight years since the Government endorsed the principles for > reform of the public service Ombudsman system and yet no legislation > has been tabled to bring about these vital reforms. > Since 2015, services in the devolved nations have been modernised. In > England, and for reserved UK matters, the system remains complicated > to navigate, inefficient, with barriers to justice for individuals, > and a significant opportunity cost for public services. Independent > research commissioned by PHSO in March 2023 demonstrated the cost > effectiveness and efficiency of proposed reforms, saving £7.7m > initially which in turn could bring an additional > c.£40 million in benefits across the public service system over a > 5-year period11. In March 2023, we co-hosted a roundtable and panel > discussion with the Institute for Government, attended by Ombuds and > parliamentarians, to build consensus on key priorities for Ombudsman > reform. > PACAC and other select committees (including the Joint Committee on > Human Rights) have consistently supported reform. The independent 2022 > peer review of PHSO’s service agreed > that: “Further delay in achieving effective reform not only weakens > the Ombudsman; it also disadvantages complainants and the public as a > whole. For these reasons, we strongly recommend that the UK Government > should progress with Ombudsman reform”. I would like to know who are the 'other select committees' referred to in paragraph 3.
07/12/2023
Under the Freedom of Information Act 2000, I would like to request the following information:- (A) The number of live NHS complaints to the PHSO awaiting the start of an investigation under the PHSO Service Model (at Stage 2) as at :- (i) 31 August 2023; (ii) 20 November 2023 (B) The number of PHSO staff making decisions in relation to NHS complaints at Stage 2 of the Service Model as at: (i) 31 August 2023; (ii) 20 November 2023 (C) Any target timescale requirements given to PHSO staff for completing decisions (at Stage 2 of the PHSO service model as mentioned above) on complaints to the PHSO regarding NHS bodies. (D) The average time taken to a complete the PHSO assessment process at Stage 2 of the PHSO Service Model) for NHS complaints in the 12-month period to 20 November 2023 (or the latest 12-month period for which any such figures are available - in which case please specify the period concerned). (E) The percentage of cases in which any such case targets as mentioned in (C) above were met in the latest period for which such figures are available, specifying the applicable period. (F) Any written guidance, policies or procedures applicable to PHSO staff with regard to the handling of complaints insofar as there is information relating to:- (i) timescales for completing each stage of the intake process under the Service Model; (ii) timescales for allocation to a PHSO caseworker once it has been decided that the PHSO can consider a case; (iii) any requirements in terms of timescales for updating complainants on progress in relation to decisions (at any stage) about their complaints. (G) Any written guidance, policies or procedures applicable to PHSO staff with regard to any triage process in relation to new NHS complaints, insofar as relating to the priority and/or order in which cases are allocated to caseworkers once a decision is made that they are eligible complaints that can be considered by the PHSO for investigation. In relation to the above requests, if figures for the specifically requested dates are not available, please supply information for the latest 12-month period for which such figures are available, giving details of the period used. Also, if complaints figures or other information relating to NHS complaints are not categorised separately within the PHSO’s records, please provide the overall figures, or as the case may be, general information, in each case in relation to all categories of complaints made to the PHSO (i.e. whether relating to the NHS otherwise).
06/12/2023
1. Please provide a copy of the letter Rebecca Hilsenrath said she would send to PACAC Chair William Wragg MP regarding the composition of the new user focus group: Public Administration and Constitutional Affairs Committee Oral evidence: Parliamentary and Health Service Ombudsman Annual Scrutiny 2022-23, HC 198 Tuesday 14 November 2023 https://committees.parliament.uk/oralevidence/13801/pdf/ 'Q21 Chair: Of those former complainants, are those people who have had their complaint successfully upheld or those who have not? Ms Hilsenrath mentioned that they are representative. Is it, therefore, reflective of the percentage of successful and non-successful rates of those complainants? Rebecca Hilsenrath: I am afraid I would have to write to you on that point. I am not sure that I know off the top of my head.' Rebecca Hilsenrath also said: 'We work through an independent organisation to identify people, so they were not our direct selective choices, but we did give them quite a clear steer...' (Q19) 2. Please provide the name of the organisation you use, the date you started using it and the amount of money you have paid it to date for its services regarding the recruitment of user focus group members.
From the information you hold, please provide me with the following details; 1) Does the NHS employ Osteopaths or Chiropractors? 2) Does the NHS outsource the services of Osteopaths or Chiropractors without the patient having to pay for such treatment? If so, is it through GP practices/surgeries or NHS hospitals? 3) Do GP practices/surgeries refer patients under the NHS to private clinics/hospitals for MSK treatment without the patient having to pay for such services? 4) Why are the GP practices/surgeries not obliged to comply with the FOI legislation and according to your understanding is this deficiency to the detriment of patients? If not, why not? 5) Have you checked the lawfulness of the contractual arrangements ICBs (Integrated Care Boards) have with the service providers? Have these arrangements been also checked by bodies like the CMA? 6) When you have carried out your work have you identified any failings in the manner how MSK has been treated by GP practices and hospitals? If so, what are the measures that have been recommended/suggested by you to put them right?
27/11/2023
Please may I seek a copy of your policy that encompasses your " What the customer may expect" policy in paper format to my home address.
22/11/2023
I refer to the written evidence of the Continuing Healthcare Alliance, submitted to, and published by, the Public Administration and Constitutional Affairs Committee ahead of their annual scrutiny of PHSO held yesterday (Reference HS009). Paragraph 3 of that evidence indicates that PHSO has held regular meetings with the Alliance. However the submission does not make clear the date these meeting commenced. I request the following information: 1. What date was the first meeting held and where 2. On what dates did any subsequent meetings take place and where. 3. Of the 20 members of the Alliance, how many actually attended each meeting. 4. What is the proposed frequency of future meetings 5. Please confirm whether the attendance of PHSO and the members of the Alliance was remote or in person. 6. Were formal minutes of the meetings taken and subsequently agreed.
16/11/2023
FROM 2019 TO 2023, PLEASE SUPPLY THE NUMBER OF COMPLAINTS PHSO HAVE RECEIVED AGAINST THE INFORMATION COMMISSIONER’S OFFICE. PLEASE ALSO CONFIRM HOW MANY OF THE COMPLAINTS WERE UPHELD .
13/11/2023
Please can you provide details of how I may lodge a formal complaint against the PHSO for thier handling of my complaint over these two years
Can the two bodies please supply data on how many complaints are actually upheld, and what you do when they are upheld. To The PHSO Can you please supply a postal address, as I can’t seem to locate one in any correspondence
07/11/2023
Is it possible to obtain a paper copy of the report, and I also believe there are a number of other publications available in relation to a more in-depth understanding of the care and treatment required. CLARIFICATION: it seems logical that the ombudsman has had access to a number of advisory personnel and publications regarding acknowledgment and treatment of Sepsis. I believe there are also some publications specifically produced for the medical profession in regard to sepsis, alongside the report he/she produced in October. Consequently it is logical that we could obtain some reasonable preferred guidance on sepsis from yourselves on this subject.
03/11/2023
stated about my subject access request under the DPA/GDPR -"under our legislations for investigations to be held in private, but gave the 3 docs relied upon in the ME"• please explain a) what is the PSHO "legislations for investigations", b) please se nd me a link to a copy and the part of the "legislations" being relied on to stop my access to my personal data, c) which are the" investigations to be held in private", just PHSO investigations? And/or are you counting OPG investigations? And/or are you counting County Council investigations? And/or are you counting police investigations? Please send me all the relevant links to documents covering these questions, explaining which parts pertain