03/01/2023
• All training data of PHSO training in ASD in general and the training records of [Detail redacted] and the equality, diversity and inclusion Lead. • Please provide a copy of the policy being applied by [Detail redacted] regarding their decision that the use of patronising terms is not RA's
30/12/2022
During the course of its handling of a dispute the PHSO legal team wrote concerning Alternative Dispute Resolution : that although "not considered appropriate at this time it will be kept under review". I now require to know the following : 1. What was the nature of the ADR envisioned and what was the reason it was deemed to be inappropriate. 2. Why has that decision not been reviewed and ADR provided so that court action might be avoided. 3. Why has the Pre-Action Conduct Protocol not been complied with. 4. Why have each of the following responsible persons failed in their respective duties to respond to correspondence concerning (inter-alia) the above issues :
23/12/2022
PHSO Compliance with UK Equality Act(s) present and past, during complaint consideration. (1) 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? (2) 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? (3) In both the above cases, what questions were or might now be put to the complainant to establish level of ability?
21/12/2022
1 Please provide the actual number of cases the 0.1% refers to. He also said that the actual number of staff externally trained to mediate had increased. 2. Please provide the total number of staff externally trained to mediate. 3. please provide the names of the organisation's who provided the mediation training and it's total cost in 2020/21 and 2021/22. It was mentioned that you recruited 30% new staff. 4. Please state now many of the new staff were additional. 5. Please provide the number of staff you currently have (WTE). 6. What was your staff turnover in 2021/22?
20/12/2022
1) How many complaints have you dealt will that included either as direct of indirect cause of a problem, the removal of medical records, missing medical information, removed medical information, or withheld medical information since the electronic system of recording medical records was put in place? 2) Can you provide the justification why there is still a two tier system in place on holding both electronic records and paper records as part of patient records? Can you also give me information on the legal reasons which would underpin policy and procedure why conditions held on paper records are not transferred or noted upon electronic records and shared on the integrated pathway records? 3) Can you also provide the legal reasons set out presumably within NHS health law which allow GPS surgeries to withhold or hold back a patients electronic medical records from a new surgery? Also any time limits for holding back medical records, for example 1 year? Ten years? 4) Can you provide the policy and procedures for the use or non use of contemptuous medical records? 4) Can you also provide to me the policy and procedure in law on treating conditions and health problems by NHS providers that have been made contemptuous. For example, if a long standing condition which needs adjustment by daily medication is made contemptuous in law, then is the NHS entitled to deny treatment? 5) Can you provide information on the current figures and statistics of how many people who hold British Citizenship are denied treatment by the NHS and stand outside NHS health provision? 6) Can you provide information on policy and procedure on the current guidance on GP recording of the presence of infectious diseases including new emergent infectious diseases to the UK on a patients medical records?
I would like a copy of your complaint's process.
'The Ombudsman has right to summon persons and papers (i.e., to require the attendance of witnesses and to have access to information) and absolute privilege to protect his or her reports. These powers are analagous to the powers of a High Court Judge.' https://urldefense.proofpoint.com/v2/url?u=https-3A__commonslibrary.parliament.uk_research-2Dbriefings_cbp-2D7496_&d=DwICaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=0bqVtv2bZkA-o3medqp_J3R2FVwuiRDQ-77iKIHPcwY&s=l8qu7P2TEmqsEc8XHPzgLYr1Qe8797sCuvjLQ4Z9wAA&e= 1. When did the Ombudsman last summon (i) a person and (ii) papers? 'However, if the Ombudsman believes that an injustice has been done that is unlikely to be remedied she can make a special report to Parliament. This happens very rarely: there have only been seven such special reports made since 1967.' 2. Please provide copies of the special reports, if no exemption is applicable. Alternatively, please provide the dates these special reports were sent and the names of the delinquent authorities concerned.
There were 2381 cases recorded as out of remit – body out of jurisdiction in the period requested (33 months). This reasonable equates to 72 cases a month. To request copies of all documentation where it has been proven that It has worked Them helping You to redirect eg 2381 cases And The approx 72 cases per month Response following request for clarification. PHSO site says Quote If you are happy with our service If you think there is something we have done well, we would like to hear from you. If you would like to tell us about your experience, please let the person handling your complaint know. They will capture and share your feedback to support our learning and so we can recognise and promote excellence. End quote You asked for clarification Please describe fully what documentation is being requested. The term “proven that it has worked” what information that is held does this refer to. Proven it has worked refers to where your quote is that:- They will capture and share your feedback to support our learning and so we can recognise and promote excellence. Please bear in mind the legislation allows access to information 'held' by us and not for the creation of new information or opinion. Information captured Information shared Information supporting your learning Information promoting excellence The 2381 / 72 cases per month is data
19/12/2022
Parliamentary and HealthService Ombudsman Peer Review 2022: response from PHSO 16 November 2022 “'7 Face to face meetings with complainants should be encouraged, especially in difficult cases.' We agree. We offer meetings via Teams or face to face if requested and will talk to the complainant and their advocates to understand their needs and preference. This includes choice of location for a face-to-face meeting, as some complainants prefer a neutral venue, whereas others are happy to attend one of our offices. In very sensitive cases in which the complainant has suffered a significant impact, for example bereavement, we will proactively offer to meet in the complainant’s home if we can see this would be the most comfortable environment for them.” https://www.ombudsman.org.uk/publications/ombudsman-peer-review-parliamentary-and-health-service-ombudsman 1. Since 1 April 2022, how many face-to-face meetings did complainants request, and how many have taken place? 2. Since 1 April 2022 how many offers (sensitive cases) did you proactively make to meet complainants in their homes, and how many of them were accepted?
12/12/2022
I WOULD LIKE ALL THE INFORMATION ON MR MATT HANCOCK MP CONCERNING ALL COVID INTERACTIONS PRIVATE AND ALLOWED DURING THE COVID PERIODS FROM START TOO FINISH WITH BORIS JOHNSON PRIME MINISTER AT THE TIME WHICH IS OVER THE 2 YEAR PERIOD PLEASE
09/12/2022
This is an information request relating to the number of staff working at the organisation. Please include the information for each of the following financial years; 2019/20, 2020/21, 2021/22: • The number of staff working at the organisation in each of these financial years • The total wage bill for each of these years Please also provide me with the current headcount of staff.
08/12/2022
I am writing to request specific information regarding GDPR violation complaints. My request pertains to the following two sets of information: First Set This set of information contains the number of GDPR violation complaints filed at the Parliamentary and Health Services Ombudsman by individuals unsatisfied with the decision of the Information Commissioners Office(including length of time of resolution). In this set, I am interested only in having statistical information, i.e., the numbers of complaints filed, upheld(fully or partially), and not upheld in the last three years(2022, 2021 and 2020). Second Set In this set, I would like to have a copy of(redacted if necessary) 200 Decisions of the Parliamentary and Health Services Ombudsman on GDPR violations complaints filed by individuals unsatisfied with the decision of the UK Information Commissioners Office. These 200 decisions should be counted from the latest to the earlier in chronological order. If the Ombudsman resolved 200 decisions in 2022, I would like to have copies of those decisions. If, for instance, there are only 100 decisions in 2022, I would like to access those decisions plus 100 from 2021. If the number of decisions in 2022 & 2021 are less than 200, I would like decisions from 2020 to be included.
29/11/2022
Please can your organisation provide the following information: a) The number of roles in your association (expressed in numbers of FTE), that are mainly or exclusively focussed on issues of equality, diversity, or inclusivity. For example, this could include (amongst other guises) “EDI officers” or “diversity and inclusion project managers” but would not include general HR managers. b) Either a) the pay band of each of these roles, or b) the combined total salaries for these roles. Whichever measure is more in accordance with your data preferences. c) In the past 12 months the number of staff days across your organisation which have been committed to attending equality training programmes, whether internally run or with external consultants. (staff days = duration of the training programme multiplied by the number of staff in attendance for the course). If unable to provide please mark as N/A in your return.
I would like to request the following information: • The Parliamentary and Health Service Ombudsman’s (PHSO) knowledge strategy; • The PHSO’s information management strategy; • If the PHSO does not have any document expressly titled knowledge or information strategy, then any corporate document that concerns identifying and sharing learning from your work.
28/11/2022
I would like for you to disclose the following information and datasets under the Freedom of Information Act 2000: • The number of complaints received regarding waiting times for first appointments at gender identity clinics in England that extend beyond the legal limit of 18 weeks. • Of these complaints, the number of which were actively investigated. • Of these complaints, the number of which were dropped. I would also like for you to disclose: • Of the complaints investigated, the outcomes of these investigations. • Any emails, policy documents, guidance, or other communications regarding how these complaints should be dealt with by officers. • Any emails, policy documents, guidance, or other communications regarding why cases which were not actively investigated were dropped. In particular, if this data is available, I would like for you to focus on disclosing communications sent to/from Mr Ian Jackson, Director of Commissioning, Specialised Commissioning (London) at NHS England or from any other staff member from Specialised Commissioning at NHS England. I would like for any numeric data (e.g. number of complaints) to be provided as .xls files, and for any written data (e.g. emails and policy documents) to be disclosed as .pdf files.
23/11/2022
What I'm asking for is the document the PHSO use as a guidance when the complainant makes a complaint against a member of staff (known as a service complaint) , as instructed within the Service Model Policy and Guidance : Review and Feedback Guidance version 9 under section 10 complaints about our service. And I would also like to request latest version of the above policy guidance , complete from first page to last page, I would also like copies of any service complaint application forms that I need to complete, so I can start my complaint against those caseworkers concern.
21/11/2022
• The number of complaints made against the UK Border Force between Q3 2020 and up to and including Q3 2021 regarding people being detained in the UK under the Immigration Act. If this isn't possible under cost restraints, please shorten the time frame to the previous 12 months. • I am not asking for any personal details or specifics on the complainants that would violate data protection law. • This includes all complaints made to the ombudsman • Of these, I'd like to know: • A) The nature of what these complaints referred to. For instance, specifically how many complaints related to sexual assault and violence at the hands of staff, and staff failing to follow Home Office policies • B) How many of these complaints were investigated by the PSHO • C) How many of these cases were upheld • D) How many of these led to recommendations made to the Border Force • E) How many of these complaints are on hold and how long they have been on hold • F) A geographical breakdown of where these complaints were regarding, naming the seaport/airport or detention facility if possible.
Meanwhile, we note that there does not appear to be any information in the PHSO Service Model Policy about how service complaints/reviews should be handled. We would therefore ask for copies of any current internal written guidance or policies for PHSO staff in relation to the handling of service complaints or review requests relating to PHSO decisions.
18/11/2022
I would be grateful if you would provide details of your current contract covering reprographics/print arrangements as follows 1. Number of MFDs (Multi-functional devices) & photocopiers at Parliamentary & Health Service Ombudsman 2. Name of incumbent 3. Start/end date of contract (if expired, WHEN do you expect to revisit the marketplace) 4. Details of any extension options 5. What framework / Route to market used 6. Number of regular/desktop printers (in addition to above) 7. Is there a support contract on above, if yes state start/end date 8. Does the Ombudsman have a Print Room 9. If yes, name of supplier, number of devices and start/end date of contract, also details of any extension options 10. Total annual print/copy volumes for (a) mono and (b) colour 11. What print software does the Ombudsman run 12. Who supplies any outsourced print requirements 13. Start/end date of this contract 14. Name of person responsible for print at the Ombudsman
17/11/2022
Could you please provide mw with up to date names, job titles and email addresses for your Senior IT staff, such as; Chief Information Officer Chief Digital Officer Chief Technology Officer Head of Digital Transformation Director of IT / ICT / IM&T / Digital / Information / Technology Head of IT / ICT / IM&T / Digital / Information / Technology IT / ICT / IM&T / Digital / Information / Technology Manager Chief / Deputy Operating Officer Head / Director of Cyber Security ICT Project Manager ICT Programme Manager Network Manager / Head / Director ICT Infrastructure ICT Business Manager Head of IT Procurement ICT Officer ICT Network Officer