30/06/2023
...could you please provide the following information: 1. The number of complaints regarding health submitted to your office during the calendar year January to December 2022. 2. Of the total number of complaints identified in 1. above, how many complaints were progressed/investigated and how many were not progressed/investigated? 3. Of those not progressed/investigated as identified in 2 above, what were the reasons for this *: a. Prematurely submitted before the complaint with health organisation was completed b. Time-barred c. Legal action had been started d. Not considered serious enough e. Resource-heavy f. Other (please specify) ** If your data can only be extracted using alternative, pre-defined criteria, please use these instead. 4. Referring to the numbers identified in 2. above **: a. Of complaints progressed, please advise how many patients were under 65 years of age and how many patients were 65 or over. b. Of complaints not progressed, please advise how many patients were under 65 years of age and how many patients were 65 or over. ** If your data can only be extracted using an alternative age bracket, for example under/over 60 or 66, please use the best match with my request.
I am making a FOI request for all closure dates of complaints made to the PHSO about the Tavistock Clinic. I believe you are obliged to retain basic records like closure dates for audit reasons and for the PHSO to spot patterns and assess when a Trust is the subject of many complaints for instance. I obviously do not expect to see details of the complaints that are private personal data.
I am making a formal request for information regarding complaints made about UK Government departments and other public organisations that have resulted in a financial award to the person or company making a complaint. This does NOT include the health service. This is intended to only concern claims that are considered severity 6 and awarded financial compensation of over £10,000. Specifically, this is to include: • How many complaints in the last 5 years to UK Government departments and other public organisations have been considered severity 6. • Of the above complaints considered severity 6, how many were upheld and awarded financial remedies, and what amount was awarded. • Of the above complaints that were awarded a remedy of more than £250,000, can you provide a copy of the summary in the complainants Complaint Form, and the response they received from the PHSO. Obviously, any personal or confidential information may be redacted. My apologies if this has been asked before or the information is in the public domain, but I could not locate it when searching.
29/06/2023
I’m struggling to understand how I search the decisions database for decisions on children’s continence products – most likely decisions on a limit on the number of products supplied per day. Can you let me know the best way to search for those types of decisions? I have tried: Healthcare Setting->Hospital outpatient Medical condition -> Children’s Health But when I get to specific condition there is nothing relevant. Does that mean there are no decisions in this area, or am I searching incorrectly?
Please pass this on to the person who conducts Freedom of Information reviews. I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Decision review requests'. I believe that I have not been given the correct information. I have requested to know the total number of review requests for 2020/21 and the number provided is considerably lower than the number of reviews undertaken. This response suggests that all review requests are met with a review and this is not the case. I would like a full explanation. A full history of my FOI request and all correspondence is available on the Internet at this address: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_decision-5Freview-5Frequests&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=kdvNwNnh5QhYt8h1t1dzy1FI48Y0zICGHS0jE9mnB2U&s=3Y1Fj-xgRUl3fameZk6n-rtsOGl294BEhwkGgU83S8Y&e=
28/06/2023
1. Copy of the latest policy/process for managing cases of this nature 2. Copy of the latest policy/process for escalating concerns of failed process 3. Complaints process against the PHSO
27/06/2023
The PHSO considers 1000s of complaints every year and sometimes a complaint is closed as Upheld or Partly Upheld. Is there any information available for analysis and scrutiny, regarding whether either of these types of 'uphelds' were actually a specific part of the complaint, as follows: In the instance where a complaint was upheld or part upheld, but the issue found was: (1) Not in the detail of original complaint? (2) Related to issues submitted, but not specifically claimed as complaint? (3) An issue not related to the complaint? and (4) Does your case data recording system facilitate extraction of this data?
26/06/2023
• Any equalities and human rights training Ms (name redacted) attended; • A copy of your Equality Scheme and Plan of the Ombudsman Service • Number of complaints about health providers the Ombudsman received in the last 5 and 10 years in general • Number of complaints against health providers the Ombudsman received from ethnic minority complainants in the last 5 and 10 years • Number of complaints against health providers the Ombudsman upheld in the last 5 and 10 years generally • Number of complaints against health providers the Ombudsman upheld against health providers in the last 5 and 10 years, complaints that were made my ethnic minority complainants • In the last 5 years how many investigations Ms (name redacted) investigated against Health Providers in general? How many did she uphold? • In the last 5 years how many investigations did Ms (name redacted) investigate against health providers submitted by ethnic minority complainants and how many did she uphold?
23/06/2023
I would like to know how many other people have been caught in this situation. Could you tell me please how many complaints concerning this matter that DVLA have received in the last 2 years? REQUEST AFTER CLARIFICATION: If it is possible to send me the number of complaints DVLA have received for non receipt of documents in the last 12 months that would be very useful.
From my last FOI question I noted that--in the context of my question--you had no information retained regarding PHSO claim of conformance with ISO9001, the International Standard for Quality Management, with which I wrongly assumed you still claimed as operative. Can you then either : a---Confirm that the PHSO had never claimed BSI ISO 9001 accreditation or operation or b---Supply the start and end dates for the period or periods in which PHSO so claimed Accreditation , Operation and Conformance with ISO 9001, the International Standard for Quality Management.
I assume that the three month time limit to take a case for judicial review is also covered in legislation of some kind: please tell me which legislation and provide a link to it if possible. Please tell me what percentage of cases brought to the PHSO are challenged by the complainant and therefore go for review to the Ombudsman Assurance Team? Please tell me what percentage of cases that go for review to the Ombudsman Assurance Team result in the initial decision being overturned? Please tell me what percentage of complaints that are reviewed by the PHSO's Ombudsman Assurance Team and do not have their original decision overturned, end up progressing to a judicial review?
22/06/2023
thank you for the response to my FOI with regard to decision reviews. Could you please clarify some of the data for me? You state that in 2020/21 you received 280 decision review requests yet you carried out 455 decision reviews that year. 1. How many decision reviews were carried over from the previous year? 2. The way the data is presented it looks as though you review every request made but from previous experience, I know this not to be the case. Is the 280 figure the total number of decision review requests you received in 2020/21 or is it the number of decision review requests where you actually carried out a review? 3. If the 280 figure does not represent the total number of decision review requests received can you supply that figure?
20/06/2023
In a recent article in HSJ Rob Behrens discusses a 'portfolio of professional training' and the 'creation of an Ombudsman Academy' (the first in Europe). 1. Please provide all held data with regard to the Ombudsman Academy. 2. In particular who sets the curriculum and who accredits the standards.
Internal review request of request ref 00000522 I acknowledge receipt of your response below. However, I reject your latest attempt to avoid disclosure. The fact your legal team having intimated an available process it is ludicrous for PHSO now to say "No information is held" Accordingly the erroneous and prejudicial decision by ICO is also without foundation.”
Thank you for your reply. Please review my request. In answering my first question, it does appear that PHSO received many complaints (249) over the past 10 years, relating to The Pensions Ombudsman (TPO) but none have been accepted for detailed investigation. Your website shows that Pensions Ombudsman Service is one of the organisations you can investigate. It does therefore appear that many individuals seeking help from you have been very disappointed to have their complaint treated in such a manner. Evidently, it has been a complete waste of their time and that of their MP. My second question has not been answered: Can you please tell me, what type of complaint about TPO is considered by PHSO? Can you please answer this question? Perhaps you do not have a logical answer to this question. If this is so, please let me know?
I note that you have refused to supply business contacts for PHSO FOI Hierarchy, on the basis that you consider them to be personal—under some unsubstantiated opinion in PHSO policy. I note that you did give detail of Government FOI policy (the Rules) under which you refused according to your unsubstantiated ‘consideration’. In justification of seeking information under FOI (and in which I am not required to do or so justify) I hereby clarify for your illumination: a. I make this enquiry after seeing a need to discuss a certain posturing in the provision of statements of FOI response. These have been made in several responses by yourself and other FOI respondents, historically. I find this frustrating and somewhat vexatious without need. b. I do not understand seeming unhelpful or dismissive remarks made in FOI response, where clarity of question and material is construed otherwise. c. I do not see this as the responsibility of yet another Government department namely Information Commissioner’s office to investigate PHSO policies under which you opine or claim to operate transparently, with sincerity, and show interest in the evidence before you. d. In a recent response Ms Jackson, I asked to speak to i.e. have direct contact with your Line Manager for the purpose of complaint as above, where I defer in correct procedure for service complaint as given in earlier FOI enquiries. e. In this Case (i.e. this referenced FOI request) it would be natural to speak to your line manager—of whom I am yet unknowing—without making assumption in the terse response now given. I am none the wiser. f. In this request, I did not ask for any personal details about these people except the names under which they work, and control, and manage; and hold post at the PHSO (a government funded body) and business contact email and /or telephone (/extension) number by which they can be contacted for business purposes only. g. I note that you have provided your business contact name Ms A. Jackson but not detail of direct contact. Thank you. You may wish to revise that and the information I need of your line manager or FOI Case manager. h. I have to assume that PHSO workers are happy even proud to hold PHSO post and would therefore have no shame or need for secrecy in hiding business name, post and direct (or PA) contacts. It a line of secrecy that I have felt has impeded all enquiries demanding the principles that PHSO publicly claims. I again find this PHSO opacity frustrating and to some extent, vexatious. i. I note despite being made aware of your responsibilities to comply with Disability and Equality Acts, you show no respect in questioning this as you are required to do in law. PHSO interpretation of this law is of no consequence here. ASIDE: For your sole elucidation Angharad (and in the public domain here and elsewhere), my personal Disability (by definition; under the Act) has been an intense and worsening mental capacity under post-traumatic-stress heightened by PHSO opacity, impenetrability, lack of honesty, obduracy, obfuscation and vexatious responses over 14 years in a case of NHS negligence and maladministration leading up to my loved, supported, clever, generous and insightful son Nick’s death through self-harm following NHS visible maladministration and scant-documented negligent care which an NHS Foundation Trust BSMHFT declined to investigate or act-on in several opportunities before Nick’s death. I have asked for all this to be investigated, but you have declined to do so. I am now sick, and gutted in popular parlance. Your continued corporate (systemic) maladministration continues in abusive ways to cause my well-documented illness for which I need NHS medication, ongoing NHS treatment, and private expenditure to manage and control psychological problems which PHSO induced showing tactic and intent. Thank you. Thank you now Angharad, for your tolerance and consideration, and any indication of that would be appreciated, along with signs of your legal duty to make allowance (adjustment), including the need for your own alignment with internal and unaccountable policies; which the NHS never did despite my expectations of best practice and NhsE accountability. I also expected the PHSO would practice what they boast, and would rise higher, and step up to the plate in their raison d'etre for sole existence. But in closing my case unresolved and valueless to NHS, you the PHSO even mocked “my expectations”, whilst withholding incriminating BSMFT and PHSO evidence, but signed by Mr R Behrens and confirmed effectively as ‘all complaints suppressed’ to PACAC. PHSO Policies did not come into that. I found that Vexatious, and it led to intensified illness in calculated tactic. End of elucidation. FOI RETURN: I requested business structure of line management, business post & titles, and business contacts. PHSO responsible persons with qualms on providing names may have their own problems or disabilities and I must personally respect that… but I don’t have responsibility in that, not being a ‘Service Provider’ (as such) to the PHSO. Who are these people? You have an opportunity to revise your lack of accountability in provision of data, without prejudice, in reviewing your account; referenced and in full, as I ask in Right. I require a review of your response with references, and a contact for your Senior Information Rights Officer to pursue my complaint as outlined in a. to d. Thank you
Please pass this on to the person who conducts Freedom of Information reviews. I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Pre intra and post COVID 19'.
The nature of the issue is.You didn't know what a Series Incident even is? Your reviews from what looked like next of kin who had gone down the path of resolution wanted no compensation but came to a standstill with no resolution.These reviews lots of them all the same horrendous complaint's because the Ombudsman service rejected them.You then got lots of phone calls .Abuse. You then shut down because of this.I couldn't contact you regarding my case.Even when my phone number was not witheld. Over 2 weeks. I have a case and I am entitled to no what to expect looks like very little.You know how many cases you have rejected and you are refusing me this information by bringing 450 pounds into it to be rid of me.I don't trust any of your caseworkers and I would like an internal review please
Q1 - At what point in the complaint consideration process did or does the PHSO enquire about complainant's disabilities, to ensure due allowance and adjustment is made to comply with Laws? You have given: "PHSO requests information about any required adjustments to its service at many points during the case handling process. Our complaint form asks service users to explain any adjustments required. Our Service Model guidance sets out the requirements our caseworkers need to meet" (a) I'm sorry can you please clarify PHSO responsibility to ask about disabilities (as per requirement of duty under the Act). Never in the entire duration of a case known to us both has PHSO you ever asked about fitness or disability to cope with NHS or PHSO service complaints OR cases brought to you by me. This is a nonsense. I have told PHSO many times to many-faceted workers and specifically to PHSO chief Behrens that growing disability has been a problem in the entire process, including trying to even get recognition of disabling abilities. (b) You also said "many points during the case handling process" which appears to be pure conjecture and opinion with which I wish you would not cloud specific FOI questions." . At what 'many' points, please, considering that approaches are also be made verbally? My experience is that verbal or email 'returns' would be the norm for Service complaints, and in fact has been, and would apply in cases of FOI service complaints. (c) It is not the service-user's obligation to declare any disabilities under the Act., or to determine what adjustments the PHSO--the provider--might need to make. The process you describe appears to ignore this. Please can you be more specific? Q2 - Then, during the run or lifetime of PHSO considerations, how did or now does the PHSO keep up to date with complainant's disabilities whether becoming more or less debilitating?" As above - the PHSO has never shown an interest in disability either at the start of a case or when service complaints arose during its progress (including your own FOI dept. response to say PHSO doesn't need a complaint process". In any case, the same difficulties are encountered during feedback of issues regarding terms of case dismissal or closure, or of PHSO mental abuses of complainant--spoken or written. I have to ask again therefore--if these workings are in model or guidance as you surmise--how has it been 'policed' by managers during complainant interactions including any follow-up on subsequent failures? Please can you be more specific about PHSO policing and recording of this issue and reporting to PACAC on abuse of disability in complainants? And: You have given: "This information is reasonably accessible to you, therefore it is exempt under Section 21 of FOI Act etc etc." also "you can access this information on our website... in Guidance" i.e. Not Policy. An Aside: "This information is reasonably accessible to you" . Wrong, actually. If I may, I will give that your statement of conjecture is contentious to say the least, since neither yourself nor the PHSO in general casework has ever ascertained how reasonably accessible that information is to me and especially due to the complexity and how user-averse the PHSO website is, and the frequency information is edited without notice. It may be that I could ask you 6 times and you will give me 6 totally different references which I may have difficulty finding without such. There is no need to quote too-often-used exemptions where information can be accurately and practically referenced elsewhere. Q3 - In both the above cases, what questions were or might now be put to the complainant to establish level of ability? I am more confused by this: if there is no mandatory Policy or even no optional Guidance on this, how does the lay caseworker probe and assess PHSO needs to address the disability--as per under the Act? Please can you be more specific? I can see that there are questions revealed now that might be put under new FOI but to help circumvent that need perhaps my asking for a Review of the answers given should be undertaken by your line manager or the next most suitable officer in lieu? I request a review please.
If a GP is found to have acted contrary to Regulations and Conduct by PHSO Decision --what is your process powers for dealing with a GP that refuses to adhere to your Decision, often resulting in immense stress /adverse situations to the patient who has complained to you?