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
11/07/2023
On 22 January 2014, Parliamentary and Health Service Ombudsman (PHSO) disclosed three complaint handling documents about the PHSO’s handling of complaints made about the PHSO. The freedom of information request, the communications between the requester and PHSO, and disclosed documents is still accessible on the Whatdotheyknow website (see above link). The disclosed documents are entitled: ‘FINAL What to do if you think our decision about your complaint was wrong Nov 2013.pdf’ ‘FINAL How to complain about the way we dealt with you Nov 2013.pdf’ ‘Review section of CPG.pdf’ (The first page of the document is headed with “Reviewing complaints about us in line with the Principles of Good Complaint Handling”) 1. One of the documents is entitled ‘Review section of CPG’ (identified above). What does CPG mean? Does this mean Complaint Process Guidance? 2. Further to the above, please provide a copy of the CPG (Complaint Process Guidance?). 3. Are these three PHSO 2014 documents still applicable in 2023 or have they been replaced by more up-to-date documents? 3.1 If replaced by replaced by more up-to-date documents, please provide copies. The document entitled ‘Review section of CPG’, states (paragraph 4.2.1): “Complaints about us: policy and process Why does PHSO need a complaints procedure?” “PHSO is committed to applying to itself the standards that we expect of others in handling complaints and we welcome complaints as an important aid to continually improving our service. Section 4.1 explains how we apply the Ombudsman’s Principles (with particular reference to the Principles of Good Complaint Handling) to complaints made about our actions or decisions.” 4. Is the PHSO still committed to applying to itself the standards that the PHSO expects of others in handling complaints, and does the PHSO still apply its own ‘Principles of Good Complaint Handling’ to itself with complaints about the PHSO? 4.1 If not, please provide information that explains why the PHSO no longer applies its own ‘Principles of Good Complaint Handling’ to itself with complaints about the PHSO. 4.2 If so, please provide up-to-date information / documents about how the PHSO applies its own ‘Principles of Good Complaint Handling’ to itself with complaints about the PHSO. 5. Is the PHSO committed to applying to itself the standards that the PHSO expects of others with good administration and remedy, and does the PHSO apply its own ‘Principles of Good Administration’ and ‘Principles for Remedy’ to itself. 5.1 If not, please provide information that explains why the PHSO does not apply its own ‘Principles of Good Administration’ and ‘Principles for Remedy’ to itself. 5.2 If so, please provide up-to-date information / documents about how the PHSO apply its own ‘Principles of Good Administration’ and ‘Principles for Remedy’ to itself. 6. Please provide up-to-date policies, processes, procedures, protocols, complaint standards, and guidance used / followed / applied by Parliamentary and Health Service Ombudsman involving complaint handling about the PHSO. 7. Please identify a PHSO email address that a complainant can use to submit a complaint to the PHSO about the PHSO, including situations where there may be a need to do this without submitting a complaint to / through a PHSO caseworker, especially if the complaint is about a PHSO caseworker and a complainant is vulnerable and feels unsafe about submitting a complaint to / through a PHSO caseworker (e.g. a female complainant and male PHSO caseworker, inappropriate behaviour, sexual harassment, intimidation, stalking, previous refusals to act on / process a complaint, threats of retaliation, etc).
10/07/2023
I am assisting someone with a Chc appear and need to be able to refer to produce and refer to the above decision but despite my best efforts, the links leading to the decision don't work. Please could it be possible to send to me a copy of this very important decision.
07/07/2023
Can you please supply me with your policies for accommodating with people with disabilities, as per the Equality Act 2010
06/07/2023
Can you provide me with details of when PHSO became a member of the International Ombudsman Institute? Can you provide a yearly breakdown of time spent by Ombudsman Rob Behrens on work connected with the Internation Ombudsman Institute? That would include visits abroad, hosting guests, video-conferences etc. A breakdown by year would be helpful for the full term of membership.
Thank you for your response. I would be grateful if you could supply further information. On your website, you state that you follow a three-step process. https://www.ombudsman.org.uk/making-complaint/how-we-deal-complaints [Q1] The term 'primary investigation' must indicate step two in the process - deciding whether to investigate your response. These used to be called 'assessments'. Can you confirm this is correct? [Q2] If cases are closed at this stage no report will be written so is it accurate to call these 'primary investigations'? [Q3] There is no paper trail for these cases that would enable big-picture analysis of maladministration hotspots. Has this deficit been considered by PHSO? In your annual report, you state that 612 cases went on to detailed investigation in 2021/22. That represents just 8.3% of the total number of primary investigations for that year. [6,760 + 612]. [Q4] Has PHSO carried out any research into the reason why such high numbers [approx 92%] of people put forward complaints with no evidence of maladministration? Dismissing a high volume of invalid cases at primary investigation stage is costly. How does the Ombudsman propose to educate the public so that they don't waste time putting their complaints in writing [via their MP] when there is no substance to their complaint?
Please provide the evidence that supports the claim made on your website that Amerdeep Somal is a Judge. I do not dispute that she may have been a Judge in the past but I can find no evidence on the internet or anywhere else that she is still a Judge.
04/07/2023
The Tavistock Adult & Adolescent department was I believe the name you require- 2014 to 2016 would be the relevant period when it came to the PHSO. Help me understand how I can help you narrow the focus of your search to only what is relevant. Looking at the attached spreadsheet you have sent already I don’t see any closure dates that you mention as being there in your email, only the date of the complaint itself (?).
1) For each of the years 2016/17 2017/18 2018/19 2019/20 2020/21 2021/22 2022/23 2023/24 YTD Please give the numbers of complaints received by PHSO about University Hospitals Sussex NHS Foundation Trust and the number of complaints upheld by PHSO. a) If the information is centrally stored and easily accessible, please give the proportion of complaints which related to surgical services. b) If the information is centrally stored and easily accessible, please give the proportion of complaints which related to fatal incidents c) If the information is centrally stored and easily accessible, please give the proportion of complaints about fatal incidents that had also been referred to the coroner 2) Did the PHSO refer any of the complaints received about the trust to the police? 3) Please disclose any correspondence to PHSO by Health Education England in 2020 about surgical services and/or poor governance at the trust 4) How does PHSO store information on complaints for each NHS organisation? Are the complaints coded in any way? Are the complaints categorised and if so, what are the categories? Are there clinical categories? Are there categories by outcome eg.death, permanent disability etc? Please disclose the PHSO policy(policies) which governs how information on each organisation’s complaints are stored and categorised and how databases are organised.
I asked in regards to the algorithm used to quantify a paltry £200 for three years of suffering, and the data that you used to input onto the system to come to the £200 damages for three years of suffering, also why do you collaborate with the trust in regards to damages before you communicate with the complainant? Can you provide me with the provision within the regulations
03/07/2023
Please could you kindly let me know what the: figures / statistics / data / numbers / evidence / facts show for Personal Independence Payment (PIP) being awarded to those people who have a rare Syndactyly disability (Fusion of Fingers)? Regarding Diversity, Equality and Inclusion, I would really like to know where Syndactyly fits into it.