10/08/2022
I will be grateful for access to your organisation's policies on unconscious bias with reference to execution of your organisation's ombudsman functions.
We will be grateful if you would kindly confirm that Water Companies can only post bills to Commercial Organisations; and not to living people living in their private properties.
04/08/2022
For each of the last 5 years how many applications have been discontinued by the PHSO due to the unacceptable behaviour by the applicant and please quantify the reason given eg lying, fowl language, failure to respond duplicate claims etc
03/08/2022
1. details of the Disciplinary Procedure which applies to Mr. Rob Behrens, PHSO; 2. a copy of that Procedure; 3. the name and contact details of the person / organisation to whom allegations of misconduct by Mr. Behrens, PHSO should be submitted for consideration and investigation under that Procedure; 4. confirmation that the person / organisation identified in 3 above has the power and authority to investigate such allegations and impose disciplinary sanctions if and when deemed appropriate. If they do not, then please provide details of the person / organisation who holds such power and authority.
01/08/2022
The parliamentary ombudsman has been proceeding with stage 2 of the complaints about communication of the changes to woman’s state pensions for a year now. In an update in February it was stated that the DWP had until the end of March 2022 to provide additional information for consideration by the ombudsman before the second stage is completed. There has been no update in the following 5 months. Due to the lack of information I would like to know 1.If and when the DWP submitted the information requested by the end of March 2022 2.Has the ombudsman received all information requested from other interested parties by the required date. 3.If all information has not been received how many request have been made to expedite the completion of the ombudsman’s requests? 4.I would like to see copies of correspondence relating point 1 and 3. Finally I want you to be aware there are thousands of people across the country who have waited years for the conclusion of this investigation. In my view and in the view of many others we continue to be let down by the organisations who are supposedly there to protect our rights.
27/07/2022
Freedom of Information Questions 1] Please state the effective date (day and month) of your organisation’s 2022 pay review. 2] If the 2022 pay review has yet to be finalised please state the month in which you anticipate it will be concluded. 3] Please state the employee group/s covered by the 2022 pay review. 4] Please state the total number of employees covered by the 2022 pay review. 5] Please provide a copy of your 2022 pay agreement (if applicable) or generic pay circular sent to employees (that is one that does not identify any individual employee) outlining the outcome of the latest pay review if there are no collective negotiations. 6] Please state the % consolidated basic pay rise received by the lowest-paid adult (aged 18 and over) employee as a result of the 2022 pay review excluding the effect of any incremental progression, merit pay or bonuses. 7] If an employee’s annual pay award is determined solely according to an assessment of their individual performance (commonly known as a merit increase) as opposed to an across-the-board pay rises (where all employees generally receive the same increase irrespective of their individual performance) please state the percentage of the paybill allocated to fund these awards, the range of increases and whether or not the awards are consolidated. 8] If any employees were eligible for individual performance-related payments or bonuses over and above the general pay rise please state the range of increases (either as a percentage of their base salary or a cash amount as applicable), whether or not they were consolidated into basic pay and please state the overall % of the paybill allocated to fund these awards. 9] Please state the overall paybill increase as a result of the latest pay review expressed as a percentage of the paybill. 10]. Please state the name of the union/unions party to your main collective agreement covering pay and conditions if there are collective negotiations. 11] Please provide the name and contact details of the person/s responsible for overseeing your organisation’s annual pay review.
26/07/2022
I formally request under both information Acts, that you provide details in regard to information in the public domain that the PHSO employs 650 employees. Can you please list these and who does what?
22/07/2022
1. Please provide the names, job titles, direct phone numbers and/or extentions together with the e-mail addresses of each and every one of your caseworkers and managers. 2. Please state which caseworker(s) each manager manages. 3. Please state any known conflicts of interest in regards to the above individuals, which may affect their ability to conduct their duties impartially.
20/07/2022
1. Please provide a copy of your most recent guidance concerning the use by staff of instant messaging auto-delete options. 2. Please provide full details of your information retention policy relating to the auto-delete options of instant messaging services.
I understand that the PHSO is operating a reduced service which focuses only on the more serious complaints that people bring to you and which may have big impact. So that I may be fully aware, could you please provide further information about your reduced service, the types of complaint you now will only investigate and how long the reduced service will remain. I have been approached by a number of people concerned at misleading ratings being given by the CQC. I am sure the PHSO will appreciate that when choosing a service overseen by the CQC their rating is paramount. If it is inaccurate this places the service user at risk. That rather defeats the object of the CQC! Please confirm inaccurate ratings is something the PHSO would still investigate since the impact is very significant.
14/07/2022
I cannot access the survey. 1. Please provide the number of valid responses you received. 2. Please provide a copy of the survey or all the information that it contained.
13/07/2022
For the most recent year could you provide the following; • The amount of cases which were upheld or partially upheld by the Parliamentary and health service ombudsman after complaints to the Child Maintenance Service and the Independent Case Examiner were not upheld. So my question really is what proportion of cases are upheld by the Parliamentary and health service ombudsman when they have not been upheld by the CMS and then ICE.
12/07/2022
a. Anonymised data detailing how many complaints, where the complaint related to mental health services, proceeded to an investigation in the last 12 months. b. Anonymised data detailing how many of those complaints were from complainants of a BAME background. c. Anonymised data detailing how many complaints, which did not relate to mental health services, proceeded to an investigation in the last 12 months. d. Anonymised data detailing how many of those complaints were from complainants of a BAME background. e. Anonymised data detailing the nature of the complaints, which in the last 12 month proceeded to an investigation. I am happy for these to be categorised simplistically (e.g clinical negligence, delay, poor service etc)
08/07/2022
1) How many complaints about the east kent hospital trust maternity ward has the ombudsman received for each of the following years 2020, 2021 and 2022 o I am looking for just the numerical amount and I am not after any personal details or specifics on the complaints. o This includes all complaints made to the ombudsman i.e. non investigation as well as investigations 2) how many investigations/ complaints has the ombudsman undertaken into maternity ward at the east kent hospital trust for each of the following years 2020, 2021, 2022 3) how many complaints into the east kent hospital trust maternity has the ombudsman put on hold/ halted for each of the following years 2020, 2021, 2022? o By halted I mean complaints that havent been rejected and were or currently are waiting in abeyance. To be clear I am not after any personal details or specifics of for any cases. Just the number of complaints in total, number of complaints undertaken and number of complaints put on hold for each of the years 2020, 2021, 2022
1. Please provide full details of the procedures you currently have in place to ensure that feedback from complainants giving praise or alternative positive views is recorded. For example, if a call handler believes a complainant has praised your organisation or an individual within it, what steps are they required to take to record the praise? Include any relevant screenshots.
07/07/2022
Please could you provide me with a list of the MPs who have submitted complaints regarding The Pensions Ombudsman or the Financial Ombudsman Service, to the PHSO from 1st January 2022.
With the benefit of the FIA please inform me for each of the last 3 years by month How many complaints related to the death of a baby, How many complaints related to death due to Covid
06/07/2022
Please send me all of your: internal, published and online documents that determines your procedures, processes and remit in handling complaints against the NHS regarding funding for continuing healthcare. In particular: How you determine the scope of your investigation. What is specifically included or excluded. What documents you require from the NHS. Do you ask for the minutes of the Internal Review Panel meeting. What discussion about the case is necessary between yourselves and the claimant.
Can you confirm the total number of cases where [Detail redacted] (consultant obstetrician & gynaecologist at the [Detail redacted]) has advised the ombudsman on? For the avoidance of doubt I am not request case details nor any other personal details relating to these cases, just the total number of cases he has been an advisory on. What was the date of the last time that [Detail redacted] was an advisor to the ombudsman. If you are unable to give a specific date then month and year would be acceptable.
1. For the period 16th March – 17th July 2020 (i.e., when ICO had indicated a sympathetic approach to delay), provide precise data if available e.g., 15 out of 30 requests, and if not, provide an estimate e.g., 10%, for these questions: (a) how many responses to FOI requests were issued within 20 working days of receipt by your organisation? (b) how many responses to FOI review requests were issued within 20 working days of receipt of the request for an internal review? (c) how many responses to FOI requests were issued within 21 and 60 working days of receipt by your organisation? (d) how many responses to FOI review requests were issued within 21 and 60 working days of receipt of the request for an internal review? 2. For the period 18th July – 8th October 2020 (i.e., during the ‘preparing for recovery’ phase), provide precise data if available e.g., 15 out of 30 requests, and if not, provide an estimate e.g., 10%, for these questions: (a) how many responses to FOI requests were issued within 20 working days of receipt by your organisation? (b) how many responses to FOI review requests were issued within 20 working days of receipt of the request for an internal review? (c) how many responses to FOI requests were issued within 21 and 60 working days of receipt by your organisation? (d) how many responses to FOI review requests were issued within 21 and 60 working days of receipt of the request for an internal review? 4. When FOI request or review responses were issued more than 21 working days after receipt during the period 1st March and 30th October 2020, what were the main reasons for the delay? e.g., closure of premises due to Covid-19, reallocation of resources due to Covid-19, staff shortages due to Covid-19, absence of key staff due to Covid-19, limited access to necessary systems due to Covid-19, other issue related/unrelated to Covid19. 5. In relation to the FOI requests received by your organisation between 1st March and 30th October 2020, what proportion related directly to Covid-19, your organisation's Covid-19 response or impact of the pandemic on your organisation? (Provide precise data if available e.g., 15 out of 30 requests, and if not, provide an estimate e.g., 10%) 6. On 17th July 2020 the Information Commissioner’s Office (ICO) launched a self-assessment Freedom of Information toolkit (FOI self-assessment toolkit | ICO) to help public authorities respond to FOI requests as they prepared to recover from the coronavirus pandemic. - Does, or has your organisation ever, use/d the toolkit? If so, please explain whether it has it had any positive outcomes. - If your organisation has not/does not make use of the toolkit, please explain why not. 7. In response to Covid19, has the volume of information your organisation publishes: - not changed - significantly increased - significantly decreased - don’t know 8. Has your organisation taken steps to proactively publish information relating to Covid-19, your organisation's Covid-19 response or the impact of the pandemic on your organisation? If it includes a dedicated webpage, please provide a link to the webpage.