24/06/2022
1. The Name, Position, Medical Number, where they have practised medicine for your clinical advisor. The one with 30 + years service. I will then consult with NHS England as all her cases need to be reviewed and appealed. 2. The number of cases he/she worked on and made decisions on - along with 3. Full details of [redacted]qualification and training that allows him to make such a decision and what investigation he did - ie: Did he take the word of one person and not even question this - seems anyone with some common sense would have been taught about drug withdrawal. What training has he received on drug withdrawal. 4. Full details of how many complaints [redacted] has over seen in the last 2 years, what these entailed and what % did he refuse to uphold/Hold 5. Full breakdown of all complaints dealt with by this Ombudsman over the last 2 years, including reason for complaint, % of outcomes in favour of the practice/Doctor. 6. Full information as to why my suffering has been ignored over the word of someone who has no idea about me or the condition - let alone anything to do with any withdrawal. I mean people have withdrawal systems for coffee, cigarettes within 6 hours, yet Tramadol suffers nothing for over 5 days? 7. Why the 1st decision was classed as incorrect and then the same thing - maybe you should get [redacted] to look into all complaints and save the wages of [redacted] and his colleague. 8. Training and Qualifications from the previous advisor who refused this and what experience she had in investigating this - why did she not consult with anyone, like[redacted]has so supposedly done 9. Any information about Complaints about Hawthorn Medical, reasons for the complaints and outcomes..
23/06/2022
Any internal documents that would explain how you reach the decision to take a NHS complaint in England (e.g. looking at the severity of injustice scale etc) due to the Covid-19 Pandemic backlog and - Any internal documents or emails (where permissible) to suggest when the PHSO may go back to looking at all NHS complaints brought to them.
21/06/2022
I would like to know how many complaints the Parlimentary Ombudsman received concerning the British Film Institute during the period of 2012-18. I would also like to know how many were accepted.
17/06/2022
I wish to make a FOI request, regarding the timing and handling of requests for information by the PHSO. I do not require any personal information about these requests, but simply documents showing, of the following requests, when the request was made, when it was assigned its MP-DSR number, and when the person requesting this information received a response to their request. The requests in question are: MP-DSR -211441 MP-DSR -211442 MP-DSR -211443 MP-DSR -211444 MP-DSR -211445 MP-DSR -211446 MP-DSR -211447 MP-DSR -211448 MP-DSR -211449
1. Please send me a copy of all the questions you asked complainants to determine their level of satisfaction with your service in your most recent survey. 2. Please also send me full details of the survey's methodology (selection of participants/ method of contact etc.) If any research was conducted over the telephone, please provide all guidance available to assist those conducting the interviews.
please provide details of the number of Complaints to the Parliamentary Health Ombudsman which are refused because by yourselves because they fall outside of the 12 month window of opportunity for bringing concerns and complaints against NHS Trusts. So to clarify can you please provide a breakdown of how “Out of time” cases were which resulted in them being refused for consideration. Secondly can you include figures for 2021/2022.
What are the results of DVLA’s audit referred to in paragraph 31 of PHSO case P-001082, that the PHSO required by 31 May 2022 and, may I request a copy of the audit results?
14/06/2022
Please could you give me information if there has bee the case when temporary removal of fixed orthodontic appliance has happened on the grounds other than medical.
Please send me the awarded tender document for the daily and periodic cleaning of the Parliamentary and Health Service Ombudsman for Manchester and London. I would like the above information to be provided to me via email to view. 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 this information is already in the public domain, please can you direct me to it, with page references and URLs if necessary. If the release of any of this information is prohibited on the grounds of breach of confidence, I ask that you supply me with copies of the confidentiality agreement and remind you that information should not be treated as confidential if such an agreement has not been signed.
For each of the last 24 months what percentage of your staff have been working from home for each of the groups that you use to define your employees For each of the last 5 years, where there has been a financial settlement in compensation, please list the number of awards by value in each category that you have available eg - up to £ 1000 - £ 1000 to £2500 - £ 2500 to £5000 - £ 5000 to £ 7500 - £ 7500 to £ 10000 - above 10000 My request obviously applies to compensation paid on behalf of medical claims settled under the severity of injustice scheme
Please can you also send us links to/copies of all information directly pertaining to the way that the PHSO currently handles complaints, e.g. including referral, investigation, reporting, review, and external referral (e.g. to the courts via judicial review). This should include all relevant policy/procedure/protocol guidelines and manuals presently in use.
As a Freedom of Information request, please also:- 1. provide me with a copy of your Complaints Procedure for handling any complaints regarding the conduct of your staff which may constitute breaches of your Organisation's Code of Conduct and/or the Seven Principles of Public Life. For clarity, I am not referring to your case review procedure. If you do not have such a Complaints Procedure, please provide information describing the procedure, written or unwritten, in place for handling such complaints; and 2. let me know of any policies, procedures, rules, guidance, protocols etc. in your organisation, written or unwritten which prevent the consideration, investigation of, and full, reasoned response to, any specific allegations of misconduct by your staff at any time which may constitute breaches of your organisation's Code of Conduct and/or the Seven Principles of Public Life. 'Any time' in this context to include alleged misconduct related to events, actions and information which a service user becomes aware of during and/or after, or separate to, consideration and review of their case of complaint about another organisation. Please provide me with copies of any such written documents or a full description of any such unwritten provisions.
13/06/2022
Your request: “In the last 2 years, how many times has the PHSO Ombudsman investigated a very serious complaint about the Treasury Solicitor, Susanna McGibbon? Of those investigations, how many have been assigned to [detail redacted], a caseworker who is not a senior caseworker? Of those investigations conducted by [detail redacted], how many times has [detail redacted] failed to observe the following 5 Principles described below on the PHSO website as the ‘PHSO Principles of Good Complaint Handling’? (I was referred to these Principles by [detail redacted]’s Operations Manager, [detail redacted]) 1) She failed to contact me to tell me she had been assigned to investigate my complaint. I only learnt from another PHSO official that [detail redacted] was to be my case investigator 2) She did not check to see how I would ‘like to be updated during the investigation’. In fact, she made no contact with me at all during her investigation. 3) She did not explain what she ‘would be investigating’, resulting in an appallingly incompetent Report. Had she done so, I would have pointed out that my complaint was not about the GLD as she falsely stated at the beginning of her Report 4) At the end of the 1st stage of her “investigation”, I was not told by [detail redacted] ‘how the PHSO planned to investigate my complaint’ and 5) I did not know how long the PHSO ‘expected things to take’, and, of course, I was never at any stage ‘updated about the progress of her investigation’. How many times has [detail redacted] conducted an investigation and produced a Report in which she failed to correctly identify who the complaint had been made about? [She never refers in any detail to the behaviour of the Treasury Solicitor who my complaint was about. She states that my complaint was about the GLD despite the fact that my complaint begins ‘I would like to complain about the Treasury Solicitor’] How many times has [detail redacted] produced a Report which completely ignores the
10/06/2022
How many PHSO cases have concerned the DVLA requiring a change in an exceptional case driver’s eyesight when applying for a Group 1 driving licence or provisional disability assessment licence (PDAL)?
07/06/2022
Please may I request the following details under the Freedom of Information Act. For your organisation please provide the following details around the number of pharmacists employed, their ethnicity and grading as per employment on 30.4.2022.
01/06/2022
I would like to know how many Judicial Reviews of PHSO decisions regarding the Health Service have ever been sought, and how many of these have resulted in any modification whatsoever of the Ombudsman’s decision.
TRANSPARENCY IN THE PUBLIC SERVICES ORGANISATIONS AND DATA PROTECTION FOR CONCERN RAISERS - GOOD COMPLAINT HANDLING IN AN UNPRECEDENTED ERRA To ask the longest time it has taken the PHSO ever to respond to a Complaint To ask how big is the biggest case file currently being handled by the PHSO IE how many pages What is the maximum number of emails you accept for a case before you issue an unacceptable action policy to the complainant In which year were the Least UAPs issued Most UAPs issued The number of complainants who challenged a UAP The number of complainants your team apologised to for issue of UAP
26/05/2022
The attached response to my Freedom of Information request last year shows a drop off in complaints being investigated during 2019-20. Whilst this is doubtless in part due to the Ombudsman’s decision to stop accepting new complaints or progressing ongoing complaints during the height of the COVID-19 pandemic, I would be grateful if you could advise what allowances have been made for people who sought to refer complaints in 2020 but were unable to? Please could you also provide an update on complaints figures since new complaints were reopened.
I request a copy of your Review Policy. This is the policy that explains what will happen when a complaint is sent for review.
Question 1: Do I have to be clever to make a complaint to mental health services? Question 2: If I'm not clever, does that mean I cannot complain? Question 3: If I'm socially awakward/disabled, can I still dispute my care in mental health services? Question 4: If I cannot talk very well or write very well, does a complaint normally go unanswered? Question 5: If the complaint response does not fix my experience, can I complain again? Question 6: How does one resolute a complaint without the PHSO? Question 7: If there is a systematic or mental health reason that I could not make a complaint sooner, is it lawful to shut down a complaint within the NHS or the PHSO on a one year time limit? Question 8: Would it be illegal for someone to interfere with a patients mental health disturbingly when making a complaint to the NHS? Question 9: If the answer to question 8 is yes, does that therefore override the 1 year time to make a complaint? Question 10: Would it be fair to say that a complaint can be made after the 1 year time limit at a point in time you realise the organisation failed you, if it was say several years after the first negligence? Question 11: If a patient did not recognise negligence in the first admission, do patients have to have precognition to be able to submit a legal complaint with the 1 year time limit? Question 12: If a complaint response comes back looking really professional, but a patient recognise they've been using legal technicalities to destroy the complaints going further, am I legally allowed to complain on a narrative like a "twat"? Question 13: If I "blow a fuse" with the entire complaints process and decide to talk to the complaints team in text or speech like they are "twats", does that stop my complaint? Question 14: Can I professionally be a "twat" to point out the flaw of a complaints process that mental health professionals have been "twats" too? Question 15: How many times does it take to point out to the system that the mental health approach almost killed me, or have tried or trying illegally detained me, before I start being taken serious? Question 16: Do you as a professional see the point of flaw within your complaints process that it doesn't matter if you speak professionally with all the legal jargon or speak with emotion, complaint process will find any legal technicalities that will close down the complaint no matter what?