20/06/2023
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?
15/06/2023
Under FOIA please provide all official documents and drafts, emails, notes, recordings of interchanges between the VOA and Adjudicator Office and VOA and Ombudsman from 1 January 2021 to current. I will approach these bodies separately if need be. Please confirm.
Response to 00000919 where section 12 exemption applied: To aid in your search, I have narrowed down the search parameters: . Instances where the complainant has experienced inappropriate behaviour from a police officer, staff member, contractor or volunteer. For instance, they were rude or aggressive. . the witnessed acting inappropriately by a police officer, staff member, contractor or volunteer . issues arising from having been adversely affected by the conduct of a police officer, staff member, contractor or volunteer, even if it did not take place in relation to them. To be clear I am after: . the number of recorded complaints; . the number of investigated complaints; . the kind of ‘reasonable and proportionate’ resolution for complaints that have NOT been investigated; . the outcomes of complaints that HAVE been investigated. . Number of VRR (Victim Right to Review for rape and other sexual offences during the same time frame 01/05/2022 and 30/04/2023.
These numbers are not reflective of what was wrote in the PHSO stats for 2016-17 on page 26 of the below link which states the 50% of complaints were upheld. https://www.ombudsman.org.uk/sites/default/files/PHSO Parliamentary Statistics Report 2016-17_1.pdf Please can you send a full dataset of the last 11 years so I can verify. Original case ref 00000440
You have disclosed that: 'PHSO's recruitment agency spend for the 2022 financial year was £1,261,641.41. The recruitment agencies engaged are Michael Page, Hays, Robert Walters, Green Park, Search, Gatenby Sanderson, and Reed.' https://urldefense.proofpoint.com/v2/url?u=https-3A__www.whatdotheyknow.com_request_recruitment-5Fspend-5F2022-5Fand-5F2023-5F2042-23incoming-2D2315004&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=JmTT-KmypS5X1QZ9f3L0HU2mGiT1BUz-KUcakkJMDHg&s=G7T-UTIBXMYajrCAj_ISbhYs2GF7rT7d-LfBQMGu2No&e= 1. Please break down the figure of £1,261,641.41 by agency. 2. Please provide the number of staff recruited for you by each agency for the period covered by the payment. 3. Please provide a copy of the 'Senior and Corporate organogram May.docx'. The one you sent - ref. 00000898 - is blank.
14/06/2023
Please could you provide me with any documentation, guidance, or operation modules that relate to the principles of Executive Oversight involved in the investigation, determination, and review process? Also please could you provide the same regarding if there is new clinical advice in a Final report what are the guidelines for the complainant to be allowed to respond? Also can you please provide any guidance or information relating to a complainant's right to respond to further clinical advice received after the Provisional report before the Final report is published?
13/06/2023
In your 2021/22 Annual Report you stated that 453 cases were 'resolved'. Only 394 cases were upheld 1. How many of the 453 resolved cases were resolved in favour of the complainant? 2. How many of the 453 resolved cases led to an apology? 3. How many of the 453 resolved cases led to a compensation payment? 4. How many of the 453 resolved cases led to an agreed action plan to improve performance? 5. Do complainants of a resolved case receive a written report from PHSO? 6. Are details of any resolved cases published on the PHSO website? If so please provide a link. 7. What criteria are used to determine which cases to resolve and which to investigate?
08/06/2023
In 2021/22 PHSO carried out 6,760 primary investigations. How many of those investigations resulted in: 1. a partial uphold of the complaint 2. a full uphold of the complaint 3. a further detailed investigation 4. closure with no uphold
06/06/2023
PHSO claim of Alignment with BSI Standards The PHSO has claimed conformance with BSI Standard known as “ISO 9001” specifying “Requirements for a quality management system when, in brief, an organization needs to: “a) Demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, and “b) Demonstrates its aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.”. Thus, were the PHSO’s claim is to be substantiated, it would have undergone an audit by a certification body accredited by the United Kingdom Accreditation Service (UKAS), which is the national accreditation body for the UK. The certification body would have audited the PHSO's quality management system and processes to ensure they meet the requirements of the ISO 9001 standard. If the PHSO passed the audit, it would have been awarded certification to the standard, and the certification would be subject to ongoing surveillance audits by the certification body to ensure ongoing compliance. It would be bound to a schedule of self-audits, available for independent inspection. Please would you supply some information on how this was implemented and, then, how this is independently assessed and assured for PHSO’s claimed conformity. (1) When was ‘compliance with ISO 9001’ implemented at PHSO? (2) May I see copy of statement / certification confirming independent assessment at that time? (3) How often is PHSO system independently assessed? (Provide schedule.) (4) When PHSO was last independently assessed as part of ongoing surveillance, was there a report from the Assessors? May I see that online or otherwise? (5) When was PHSO last self-assessed in its Internal Audit programme? (Provide schedule please). (6) Can I see the last three years of outcome in measures of customer satisfaction including • any evidence of independent assessment of service complaints? • conclusions of assessments -- corrective actions taken on reported/discovered problems reported or discovered; e.g. in the form of: • evidence of an Internal Audit, Non-Conforming & Corrective Action Tracker Are any of the above easily found and accessible to me? To help in your research and response, you may wish to bear in mind: I enquire regarding all key requirements as given above (also see detail, below), from “ISO 9001… Abstract”, especially with regard to: • Demonstrating consistency in conformance (a, above) • Meeting statutory and regulatory requirements (a, above) • Measure of customer satisfaction upholding essential aims of a quality control system claiming ISO9001 (b, above). I am less interested in written PHSO case investigation matter you may offer—which will be of minor significance if not established through the Quality System I question, that is, tested to be carried out and fully compliant, and flexible enough to be improved as necessary under a proper quality control system. I am asking about Assurance systems showing assessed Procedures are followed, and that Measures are comprehensive and balanced. Additionally, that in-house assessments under ISO 9001 are carried out without prejudice by PHSO Quality Manager team; tested, reported and, critically, that professional Independent Assessments are echoed in that manner, to provide the “Assurance” element of compliance. Nota Bene I am particularly interested in obtaining clarity and transparency of actions in this matter, in the expectation of assistance, without inflection of dismissal, diversion, slander or tension, as I have felt in previous responses and have notified to you for attention—yet to receive recognition of my complaints, or constructive feedback as I would expect. (7) Please advise me of the entitled PHSO Quality Manager’s name and departmental address. I submit my enquiry as given. If you are not clear on any aspect of my 7 questions, please respond at earliest opportunity. If you consider it will take too much resource, advise me sooner rather than later. I can then submit it in smaller tranches modified according to previous responses. Thank you for your attention within permitted period and costs. ------------------------------------------------- More about ISO 9001 (amended 2015) I offer the following, which may be your reference in future enquiry in PHSO claims of conformance: ISO 9001 Mandatory Requirements — Documents and Records Monitoring and measuring equipment calibration records Records of training, skills, experience and qualifications Product/service requirements review records Record about design and development outputs review Record about design and development inputs Records of design and development controls Records of design and development outputs Design and development changes records Characteristics of product to be produced and service to be provided Records about customer property Production/service provision change control records Record of conformity of product/service with acceptance criteria Record of nonconforming outputs Monitoring measurement results Internal audit program Results of internal audits Results of the management review Results of corrective actions This is a list of essential requirements, not each of which will be directly relevant to Services provision, but most will still be relevant in PHSO environment where accuracy and trust has to be maintained. e.g. training, design and development of internal processes, records of conformity, of non-conformity, of corrective actions, monitoring and audits. External and internal Complaints would have significant input to these process with clear priority over self-assessments.
further information from with regard to guidelines and standards we use.
01/06/2023
1. Since 2017, how many complaints have been raised to PHSO about Gloucestershire Health & Care Trust or it’s predecessor 2gether Trust? (Where numbers Allie, please identify numbers by year of complaint being made, years raised to PHSO & years PHSO completed their process) 2.How many complaints involving GHC Trust or 2gether Trust have been used as examples of learning by PHSO. Please cite the reports that include the learning. 3. Is the Ombudsman (Rob Behrens) personally aware of concerns over PHSO processes during investigations into GHC Trust or 2gether Trust? What has he done to ensure complainants are fully heard over their concerns? 4. Up to the limit of remaining time available to process this FOI, please provide : A. A summary of topics within complaints made , indicating the most common B. A summary of learning identified , indicating any repetition of learning (and the number of times repeated)
In a straightforward request for clarification of PHSO complaints procedure, I was discourteously rejected response—despite its potential value to complainants. The PHSO FOI duty considered this request was “Vexatious” though opaque decision-making. Since there seems to be a contentious point here in PHSO use of “Vexatious” and its judgement of the term: (1) Please can you provide information to say what the PHSO defines as vexatious or vexing to PHSO staff individuals or to PHSO corporate body? (2) Can you produce any documented standard or researched information on what a Complainant may consider as being vexatious to them, as victims and, potentially, disabled victims? (3) Is there any PHSO research material considering the effects on the complainant (a party minor in opposition) of vexatious responses in the pursuance of their complaint, and its effect in contributing to potential frailty (through injury), and being in unsupported position. I gave reason for my new ‘similar’ request, and I apologised at the start that I was asking this question again, because: • A PHSO procedure may have been newly instigated or improved without notice. • I’d had confused, dismissive responses to previous FOI requests on the subject. • I’d been the victim of the lack of such procedure. • Apparently PHSO was claiming exemption from rules applying to UK service suppliers, where product or service was of poor standard, was defective, injurious or unfit for claimed purpose.. • In other words, a PHSO idiosyncrasy that there’s no expectation of access to formal procedure addressing service quality and, without such: • No transparent way of assessing deficient quality, whereby complaints would be accepted graciously, logged as complaint, acted-on, or aggregated for assessing quality of responses and independent verification. • And I stress the need for Independent verification, without connotation of illusory ‘vexation’ placed on the enquirer, who suffers ‘vexations’ without means of redress through PHSO deficit. Thus: (4) How does the PHSO report internal reviews of complaints for Quality purposes i.e. including corrective actions and efficacy of such? (5) How does the PHSO report (unrecorded, unidentified, unmonitored) complaints and its actions, for external assessment e.g., in its claimed Quality Procedure operation; then in annual scrutiny by Govt. Accountability Committee (i.e. PACAC), being the end point for PHSO quality assurance in terms of effective, transparent process and cost and value to taxpayers in maintaining their trust in Services. CONTEXT ; to help FOI group understand and appreciate questioning: • I question this where the PHSO has repeatedly crossed fragile, potentially serious, boundaries of citizens’ rights for fair hearing, fair treatment and respectful conduct in recognition of potential calamitous and life-threatening experience—tactics seeming to target complainant’s mental health; there is zero accountability or corrective action, showing an insensitive and indifferent attitude in contempt of expected PHSO behaviours. • Nota Bene: To assist the PHSO understand context in original FOI questions, I quoted several instances where this might happen (abuses) in the course of its dealings with those feeling exploitation and mishandling by Govt. Services: • Where PHSO claims being non-prejudicial in investigations—for example here, into NHS maladministration and process failure where this was seen and experienced by a complainant offering the evidence as reasons for advising Govt. Services. • Where complainants also have boundaries and tolerances, overlooked yet intensified by their experiences. PHSO claims of “Vexatious requests” will illustrate further complaints of opacity and lack of capacity by PHSO. Why’s it so hard for PHSO to understand? TO PHSO, ICO, PACAC, WDTK: I feel that that my questions are very strictly necessary and to-the-point. The Context is an essential element.
31/05/2023
1) How many subject access requests did you receive over the 2022-2023 financial year? Can you please break this down by month 2) How many other data subject rights requests (erasure/rectification etc) did you receive over the 2022-2023 financial year? Can you please break this down by month 3) How many FOI requests did you receive over the 2022-2023 financial year? Can you please break this down by month 4) How many data breaches/security incidents or near misses did you record over the 2022-2023 financial year? Can you please break this down by month 5) What were your compliance rates (monthly/annually) for responding to FOI and SARs within statutory time limits over the 2022-2023 financial year? 6) What case management system do you use to record and manage information requests?
26/05/2023
I am not asking for a personal oppinion - I am asking for your orgaisations written guidelines, policies.. Eg, do PHSO guidelines, policy... stipulate a complaint of any kind has to have a first hearing at local level before you PHSO can accept it [investigate, handle it, etc] Please could you show me those guidelines etc, independent of what opinions may or may not hold
25/05/2023
Under the Freedom of Information Act, I would like to request the following information: • The duration of time utilising cloud infrastructure. • The criteria used to choose a cloud provider. • The percentage of infrastructures employing cloud services. • The supplier of cloud infrastructures used. (AWS/Oracle/Azure etc.) • Case studies highlighting the successful implementation of the 'Cloud-first' strategy. • The uptime of the cloud infrastructure. • The annual budget over the last five years for IT-managed services • Please provide the percentage spent on cloud-managed services
‘How many cases a year do the PHSO uphold in favour of the complainant against how many they receive? What is the percentages per year for the last five years?’
24/05/2023
I would like all documentation relating to (Redacted) case, all correspondence, including the final Ombudsman's report along with any call recordings. I would also like to know whether (Redacted) medical information was accessed, forwarded by or shared with (Redacted) during this process. As a priority however, I require sight of the final Ombudsman’s report.
I would be most grateful if you would provide me, under the Freedom of Information Act, details in respect to the contract below. PR2150 - Provision of a Cleaning Service: https://urldefense.proofpoint.com/v2/url?u=https-3A__www.contractsfinder.service.gov.uk_Notice_d626e9ea-2Ded6b-2D4a37-2D98ce-2D9ddf2c8d54dd&d=DwIFaQ&c=euGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM&r=Rbm6SSzB-RuZkBxvZzo7QNA7NNDpFVaH5P9CXsuN3oBHEawj63j348bb4fUMN5xG&m=De-Itr7Ok_RjTJngODHJM85Mv6BKULHipFnG6qM_84M&s=-53MFnfIRdmi3VOEiedqdlf0Qp-jpA8OJLizUxDxGiA&e= The details we require are: • What are the contractual performance KPI's for this contract? • Suppliers who applied for inclusion on each framework/contract and were successful & not successful at the PQQ & ITT stages • Actual spend on this contract/framework (and any sub lots), from the start of the contract to the current date • Start date & duration of framework/contract? • Could you please provide a copy of the service/product specification given to all bidders for when this contract was last advertised? • Is there an extension clause in the framework(s)/contract(s) and, if so, the duration of the extension? • Has a decision been made yet on whether the framework(s)/contract(s) are being either extended or renewed? • Who is the senior officer (outside of procurement) responsible for this contract? Thank you for your help.
22/05/2023
Under the Freedom of information act I request information about Cornwall Partnership NHS Trust inclusive of (Bodmin Mental Health Services) can you please tell me how many times in 10 years has this NHS Trust sent the" Wrong person information" to the Parliamentary Health Ombudsman
I am writing in respect of your finance solution. Could you kindly help me out with the below information? 1.Which ERP (Enterprise Resource Management) or Finance system is currently used? 2. What was the annual value of the contract? 3.When does your contract expire? 4.Do you have any planned upgrades of the software? If so, when? 5.Are you planning to go to market for a different ERP/ Finance system? If so, when? 6. Who is the person responsible for your ERP / Finance system? Please provide full name, title and contact information if possible.