26/06/2024
I wish to make the following FOI request: 1. available information regarding the reasonable adjustments that can be given to users of your service,. 2. what understanding is there from staff in adapting their responses and service offer to service users (examples are if not sure how to handle reasonable adjustment or make, what internal guidance can b sought etc.)
Please provide the case closure codes for 2022-23 & 2023-24 in a similar format to that from a previous FOI request linked below https://eur03.safelinks.protection.outlook.com/?url=https://www.whatdotheyknow.com/request/case_closure_codes_for_201718&data=05|02|informationrights@ombudsman.org.uk|1d0dd26bec6643f026a708dc94698eb5|7c88cec864114f329333cf6877fd3515|0|0|638548428303089684|Unknown|TWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0=|0|||&sdata=aDiUbj2ahR8fSWAKe4mhkSIhJnkPOFTTZw4RbdJHehs=&reserved=0 If case closure codes are no longer used please provide similar details showing the number of cases closed grouped by the reason for case closure for the years 2022-23 & 2023-24
24/06/2024
I’d be grateful for all information you hold in relation to complaints about Riversdale Surgery Belper, and in particular Redacted
In terms of the data required, I am confused why we can not have all of the information that was shared with you, so may be you can explain how we investigate without knowing what the SU has said to you. My request is the following for all 67 cases referenced in the letter please provide 1. Date received by PHSO 2. Name of complainant 3. Location of complaint – postcode or home town/borough etc 4. Nature of the complaint in summary 5. Date of action taken by the PHSO 6. Summary of action taken by the PHSO The letter reference “the majority” have not been upheld as the complaint process has not been followed by the SU, please detail specifically what the PHSO has done with these cases. Please confirm you expected turn around time to provide this data?
Can you clarify the criteria used to determine whether a complaint warrants formal investigation at step three of the process?
How I can gain access via FOI on how the ombudsman has helped BDUK structure there complaints policy
Why it is going to take 4 - 5 months to allocate a case. How many cases are awaiting allocation. Have you had any similar cases relating to HMRC and people being charged for partners falsely claiming child tax benefits.
21/06/2024
For the period Thursday 23 May 2019 to Thursday 23 May a. A list of the number of complaints received by the PHSO over this period b. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation c. A list of the number of complaints received by the PHSO over this period and which then progressed to Judicial review d. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation and were refused by the PHSO citing Parliamentary Commissioner Act 1967 e. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation and were refused by the PHSO citing Parliamentary Commissioner Act 1967 and specifically stating section 5 (5) f. A list of the number of complaints received by the PHSO over this period and which then did not progress to a PHSO investigation and were refused by the PHSO citing Parliamentary Commissioner Act 1967 and specifically stating section 5 (5) which were progressed to Judicial Review 3. For the period Thursday 21 August 2023 to Thursday 23 May a. Copies of all senior management and PHSO board documents (including reports and board minutes) which refer to the complaint by Mr Juraid Anwer b. Copies of all documents sent and received between the HMCTS (His Majesty’s Court and tribunal Service) and the PHSO c. Copies of all documents sent and received between the PACAC (Public Administration and Constitutional Affairs Committee) and the PHSO d. Copies of all documents sent and received between any external third party and the PHSO e. A list of the number of staff employed by the PHSO f. A list of the number of legal staff (including in-house solicitors) employed by the PHSO g. A copy of the PHSO staff handbook (if this exists of has another name) setting out policies and procedures as working practices to be conducted by PHSO employees h. A list of training courses (internal and external) available to PHSO employees
I have received a call from my elderly mother today after visiting Oak Street Surgery in Cwmbran, Torfaen, South Wales and experiencing appalling service. English is her second language, she received a letter requesting she call to book an appointment with a nurse to go through the results of her ultrasound. She tried numerous times and it rang out each time. Nobody picked up. After calling me, I suggested popping in to the surgery to speak to someone face to face and reassured her that whoever she spoke to would realise that she needed some patience and communicate with her to accommodate her needs. She went to the surgery today (07/06/2024 @ approximately 14:50) the receptionist on shift abruptly told her to go home and ring for an appointment 10 minutes later. My mum who is 76 asked if she could wait in the surgery for the 10 minutes and was told no. Nobody took the time to talk to her and to accommodate her needs. Therefore I would like to make a complaint regarding this receptionist and as part of that complaint I would like to make a freedom of information request to ask how many complaints you have received about 1- the poor customer service of your reception staff 2- complaints linked to ethnic / racial discrimination Duration, the last 5 years split in to each year. Calendar or fiscal is up to you. After speaking to other people in the community they have brought concerns to my attention about other people who have made complaints and then received a poorer service and staff have even become vindictive towards them during future interactions. I hope that this will not be the case as I’m sure that’s not the reputation that the Surgery would like to portray to the public. My sister has also been in contact to request a communication need be put on my mums file to request proxy access and was told a form needed to be filled in but would not provide it. I would like to formally request one. Proxy access / Third Party Access (whatever you call it) It will be filled in and any verification of identification will be duly provided. I am not willing to provide my mother’s information on this initial email because quite frankly I do not trust who will receive this email. Once I receive confirmation of a formal complaint reference number and a specific point of contact I will be happy to provide further details. I look forward to hearing your responses.
20/06/2024
Please treat this as a fresh request, namely for (1) copies of the declarations completed by Ms Hilsenrath when she applied for the positions of Director of Strategy and Communications and (ie not "as" - apologies for the typo) CEO; (2) “the required pre-employment checks and declarations” in so far as this involves material not included under (1); (3) full information about the due diligence, if any, carried out when you receive a complaint, particularly in relation to individuals who already work for the PHSO but also in relation to individuals who are applying to the PHSO for employment or who are prospectively doing so or about to do so; (4) please confirm that at no point during the appointment process for the position of Director of Strategy and Communications did Ms Hilsenrath draw to the PHSO’s attention that such a complaint - ie of maladministration, at the EHRC, in which she was implicated - had been made; (5) Is it your position that at the time of my email to Jonathan [Astles] dated 4 October [2021] no further checks were carried out in relation to the question of whether Ms Hilsenrath was implicated in the complaint that had been submitted on my behalf by Peter Bone, about maladministration at the EHRC, nearly a year earlier[?] If that is your position, please release any information that might help to explain why no such checks were carried out; (6) If your “standard recruitment processes” involve any information not covered in the preceding paragraphs please release full information about them; (7) Are you saying that there were no communications between PACAC and the PM on the one hand and the PHSO on the other about Ms Hilsenrath’s performance in the roles of Director of Strategy and Communications and CEO, and/or about her fitness for the role of Interim Ombudsman [prior to her appointment as Interim Ombudsman]? If there were such communications please release them or explain why you are unwilling to do so.
"You are well aware of my concerns about the conduct and fitness of Rebecca Hilsenrath. I understand that you are dealing with my questions as a matter of governance. In that connection I would like to know whether my concerns have been tabled as an agenda item for the next meeting of the Audit, Risk and Assurance Committee, in which case please give me a copy of the agenda; if not, whether they have already been so considered; if they have already been considered, I would like to see a copy of the minutes. If there is to be consideration at a future meeting of that Committee please confirm that Ms Hilsenrath will not be in attendance during the relevant part of the meeting. If it is not proposed to consider my concerns at a meeting of the Committee, please explain why. I am further requesting information about (1) whether there is an established schedule for such meetings (eg "the second Thursday of each month") and (if not) (2) the planned dates for such meetings in May, June, July and August 2024.
17/06/2024
Could you therefore provide me with with the information below please: 1. data/statistics on the number of complaints raised with DWP and subsequently escalated at each stage and finally to you; and 2. in relation to these figures could you indicate the number or percentage that are upheld at each stage and also at each stage the total and average level of compensation.
Please provide me with the following information under the Freedom of Information Act in connection with Haxby Group Partnership, HBG Ltd trading as Haxby Group of Haxby & Wigginton Health Centre 1. Number of complaints received by the Ombudsman for each year between 2018 and 2024 for HGP. 2. Number of complaints for each year between 2018 and 2024 for HGP that resulted in an investigation by the Ombudsman. 3. Outcome and action taken in respect of investigated complaints about HGP that have been concluded. 4. Outcome or reason why initial complaints about HGP were not investigated or followed up by the Ombudsman. 5. Number of currently live investigations in connection with HGP. 6. Number of complaints pending allocation for investigation in connection with HGP.
Does the Parliamentary and Health Ombudsman have the power to award financial compensation to a claimant if you find the organisation in question acted wrongly?
05/06/2024
I have not received a reply to the emails below regarding Clinical Adviser Guidance. I have attempted to find this online and there is a link on your website however it links to a very odd 'sharepoint' site which I am not prepared to open. I have attached screenshots of the relevant pages on your website showing the link to the Clinical Advisor Guidance (first attachment) and what happens if I click on to it (second attachment). Please forward me this document. I have copied in (Redacted) as he should be able to provide this in the event that you cannot. You also advise you cannot divulge the gender of the clinical adviser you appointed. I still do not understand why you cannot do so as it in no way identifies them. Please can you recheck your policy regarding Clinical Advisers and what a complainant is entitled to know about them.
Please release full information about the “robust processes” mentioned by ( Redacted ) in her email of 1115 today (below). Please explain the manner in which and the extent to which such processes were followed and/or applied in connection with Ms Hilsenrath’s appointments as Director of Strategy and CEO.
04/06/2024
Please can you tell me how much money the PHSO spends each year for Opinion Research Services to seek feedback from members of the public following the conclusion of the complaint process. I would be interested to know the figure for the last financial year and for the four years prior to that, with either Opinion Research Services or whoever might have been employed to seek user feedback previously
03/06/2024
In reference to the Parliamentary and Health Service Ombudsman, I have the following Freedom of Information request: 1. The number of staff in the Parliamentary and Health Service Ombudsman that is former: Independent Case Examiner staff, Independent Case Examiner contracted staff, Department for Work & Pensions staff or Department for Work & Pensions contracted staff (i.e. for the period 2017 to 2023). 2. The percentage of staff in the Parliamentary and Health Service Ombudsman that is former: Independent Case Examiner staff, Independent Case Examiner contracted staff, Department for Work & Pensions staff or Department for Work & Pensions contracted staff (i.e. for the period 2017 to 2023).
I would like to make a freedom of information request please: I note that the Parliamentary Health Ombudsman only investigates “serious” complaints. This appears to be a recent service change effective 21 March 2024 (https://www.ombudsman.org.uk/service-update). Recently, my complaint about my GP was denied and not investigated by the ombudsman as it was not considered “Serious”. Please can you provide me the follow information: 1. Which section of the legislation limits the Ombudsman’s responsibilities to only investigation “Serious” complaints 2. Which section of the legislation allows the Ombudsman to limit their investigations and action to only “more Serious” complaints. What is the legal basis of the service change announced 21 March 2024 3. In absence of investigating all complaints, how is the Ombunsman fulfilling their legal obligations and duties as set out in legislation (Parliamentary Commissioner Act 1967 and Health Service Commissioners Act 1993) 4. What risk assessment, stakeholder management, approval or other assessment was performed prior to limiting the investigatory services as communicated in the 21 March 2024 service update 5. Who approved the limiting of investigatory services as communicated in the 21 March 2024 service update 6. A copy of the policy and/or associated guidance which states that only “serious” complaints should be investigated and actioned 7. A copy of the policy, procedure, guideline or other formal document which defines “Serious” or “More Serious” in relation to complaints 8. A copy of the policy and/or associated guidance which defines “significant injustice” which forms part of the basis of “more serious” complaints 9. A copy of the policy, procedure, guideline or other formal document which defines the process by which complaints are assessed for whether they meet the threshold of “Serious” or “More Serious” or “Significant Injustice” 10. Complaint Data from the last 12 months: a. The number of complaints received b. The number resulting in an investigation 11. Complaint data since implementation of the new handling process (21 March 2024): a. The number of complaints received b. The number categorised as “More Serious”, “Serious” or “Significant Injustice” c. The number categorised as “Relatively Minor” d. The number resulting in an investigation 12. What (if any) other mechanism does a patient complaining about an NHS service have to escalate a complaint to outside the Parliamentary & Health Service Ombundsman
21/05/2024
(i) when Ms Hilsenrath applied to the PHSO for a job in 2021 did she disclose that you were currently looking into my complaint about her and the EHRC? (ii) did your own processes throw up the fact that you were considering a complaint about her? (iii) ditto, but in relation to her elevations to CEO and Ombudsman; (iv) if the answers to (i) and/or (ii) and/or (iii) are "yes", can you explain and/or justify the decision(s) to employ and/or promote her?