PHSO Principles

D. Speers made this Freedom of Information request to Parliamentary and Health Service Ombudsman

Parliamentary and Health Service Ombudsman did not have the information requested.

From: D. Speers

8 July 2009

Dear Sir or Madam,

I have collected information on the PHSO principles of Good
Administration, Good Complaint Handling, and Principles of Remedy
although I cannot find further reference to Principles of Redress.
Can you help please?

Yours faithfully,

D. Speers

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From: foiofficer
Parliamentary and Health Service Ombudsman

8 July 2009

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D. Speers left an annotation (12 July 2009)

The Principles of Remedy - is the same as Redress. The PHSO's Principles of Remedy are perfectly OK, except that she does not operate them herself it seems.
This being the case, the Trusts and other public bodies won't operate them either. They will be likely to simply face down a complaint and let the PHSO bail them out on an escalation......thatys the concern now under new two tier system.

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From: Hannan Liz
Parliamentary and Health Service Ombudsman

14 July 2009

Dear Ms Speers

Thank you for your e-mail of 8 July 2009. As you are aware, the
Ombudsman has published the Principles of Good Administration, Good
Complaint Handling and Remedy, which are available on our website. PHSO
does not hold any document entitled Principles of Redress. It follows
that I cannot provide this to you.

Yours sincerely

Liz Hannan
Freedom of Information and Data Protection Manager
Parliamentary and Health Service Ombudsman

Please note that my telephone and fax number have changed to an 0300 061
prefix. Please update your records.
The original of this email was scanned for viruses by Government Secure
Intranet (GSi) virus scanning service supplied exclusively by Cable &
Wireless in partnership with MessageLabs.
On leaving the GSI this email was certified virus free.
The MessageLabs Anti Virus Service is the first managed service to achieve
the CSIA Claims Tested Mark (CCTM Certificate Number 2006/04/0007), the UK
Government quality mark initiative for information security products and
services. For more information about this please visit www.cctmark.gov.uk

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jean garbutt left an annotation ( 1 February 2011)

I would also like to know about any policy of redress as I have had nothing but disappointment and dissatisfaction with the way in which my NHS complaint was handled. My mother had such a horrendous ordeal at the hands of the NHS that I cannot understand why Ann Abraham decided not to investigate my complaint. It seems very odd.

Jean Garbutt

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D. Speers left an annotation ( 2 February 2011)

Hi Jean,
Sadly the PHSO only investigates less than 1.5% of complaints brought to her process. Can I suggest you make contact with the Public Administration Select Committee (PASC) and Clerk is Clive Porro pasc@parliament.uk who (allegedly)hold PHSO to account once a year! Next meeting is Wednesday 9th Feb in the morning....keep your complaint as general as you can and use some of the facts PHSO quotes but fails to implement. I gave evidence to the Health Select Committee yesterday and have mentioned appalling level of support from PHSO.....will have to wait and see what they do next!
Health Select Committee was also being featured on todays Radio 4 Today programme, please see link below. You will need to move forward 45 minutes to pick up the feature (6:45am).

http://www.bbc.co.uk/iplayer/episode/b00...

Hope this helps
Dee

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