Management of Racist Incidents

Roedd y cais yn rhannol lwyddiannus.

Dear NHS England,
Please inform me whether or not you hold the following information
and if you do please send me a copy.

Information regarding the management of racist incidents perpetrated on National Health Service:-
1.Patients.
2.Employees.

The following is the kind of information I am looking for:-
* Codes of Practice.
* Policies and Procedures.
* Advice and good practice guidance.
* Information in respect of your reporting and recording of racist incidents.

Yours faithfully,

Mr Adedeji

Contactus England (HEALTH AND SOCIAL CARE INFORMATION CENTRE), NHS England

Thank you for contacting the NHS England Customer Contact Centre. Our
office is currently closed. Our normal opening hours are Monday to Friday
8am to 6pm. When we reopen, we will look into your enquiry and get back to
you as soon as possible.

If you require medical advice please contact your GP, your local NHS Walk
In or Urgent Care Centre or call 111. For emergency medical attention,
please dial 999 or attend your local accident and emergency department if
you are able to do so.

There is also a wide range of helpful information available on the [1]NHS
Choices website

This is an automated message; please do not reply as your e-mail will not
be looked at.

dangos adrannau a ddyfynnir

References

Visible links
1. NHS Choices website
http://www.nhs.uk/

Contactus England (HEALTH AND SOCIAL CARE INFORMATION CENTRE), NHS England

Our reference: CAS-11637 - Acknowledgement

 

Thank you for your Freedom of Information (FOI) request dated 19 April
2015.

 

Please be assured that your request is being dealt with under the terms of
the Freedom of Information Act 2000 and will be answered within twenty
working days.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email] and the message will be
forwarded appropriately. Please remember to quote the reference number
above in any future communications.

 

Yours sincerely

 

 

NHS England

PO Box 16738 | Redditch | B97 9PT

0300 3 11 22 33

[2][NHS England request email]

[3]www.england.nhs.uk

 

 

dangos adrannau a ddyfynnir

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji

 

 

Re:      Freedom of Information request (Our Ref: FOI- 007248)

 

Thank you for your Freedom of Information (FOI) request dated 19 April
2015

 

Your exact request was:-

 

 

Please inform me whether or not you hold the following information and if
you do please send me a copy.

 

‘Information regarding the management of racist incidents perpetrated on
National Health Service:-

1.Patients.

2.Employees.

 

The following is the kind of information I am looking for:-

* Codes of Practice.

* Policies and Procedures.

* Advice and good practice guidance.

* Information in respect of your reporting and recording of racist
incidents.’

 

 

NHS England holds information relevant to your request. Please find
information relating to codes of practice, policies and procedures and
advice and good practice available at the following link:

 

[1]http://www.england.nhs.uk/ourwork/gov/eq...  

 

Please find below a link to the NHS staff survey which holds information
relating to discrimination experienced by staff in the workplace.

 

[2]http://www.nhsstaffsurveys.com/Page/1006...  

 

It may be helpful if I explain that the NHS is made up of a range of
organisations, and although some data is centrally collated, Clinical
Commissioning Groups (CCGs) and Hospital Trusts may hold more detailed
information to your request. I have included links to contact details for
CCG’s and Hospital Trusts should you wish to resubmit your request to
them:

 

[3]http://www.nhs.uk/ServiceDirectories/Pag...  

 

[4]http://www.nhs.uk/ServiceDirectories/Pag...  

 

I hope this information is helpful. However, if you are dissatisfied, you
have the right to ask for an internal review by writing to us, within two
months of the date of this letter, to:

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Email: [5][NHS England request email]  

 

Please quote the reference number FOI-007248 in any future communications.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner’s Office (ICO) can be contacted at:

 

The Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Telephone: 0303 123 1113

Email: [email address]  

Website: www.ico.gov.uk

 

Please note there is no charge for making an appeal.

 

Please be aware that in line with the Information Commissioner’s directive
on the disclosure of information under the FOI Act, your request will be
anonymised and published on our website as part of our disclosure log.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [NHS England request email].

 

 

Yours sincerely,

 

 

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [NHS England request email]

 

 

dangos adrannau a ddyfynnir

References

Visible links
1. http://www.england.nhs.uk/ourwork/gov/eq...
2. http://www.nhsstaffsurveys.com/Page/1006...
3. http://www.nhs.uk/ServiceDirectories/Pag...
4. http://www.nhs.uk/ServiceDirectories/Pag...
5. mailto:[NHS England request email]

Dear FOI England (NHS ENGLAND),
I have re-worded my previous FOI request.

Please inform me whether or not you hold the following information and if you do please send me a copy.

Policies and Procedures stating how you:-
1). Manage and investigate complaints of racist incidents perpetrated on NHS service users whilst receiving NHS treatment.

2). Report and record complaints of racist incidents perpetrated on NHS service users whilst receiving NHS treatment.

By racist incident I mean any incident which is perceived to be based upon prejudice towards or hatred of the victim because of their race/ethnicity or so perceived by the victim or any other person.

Yours sincerely,

Mr Adedeji

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji,

 

RE: Freedom of Information – Acknowledgement (Our Ref: FOI- 007648)

 

Thank you for your Freedom of Information (FOI) request dated 8 June 2015
which is linked to FOI-007248.

 

Please be assured that your request is being dealt with under the terms of
the Freedom of Information Act 2000 and will be answered within twenty
working days of receipt.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email]  and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.

 

Please do not reply directly to this email. This message has been sent
from a central mailbox and incoming messages will not be received.

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [2][NHS England request email]

 

dangos adrannau a ddyfynnir

References

Visible links
1. mailto:[NHS England request email]
2. mailto:[NHS England request email]

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji

 

Re:      Freedom of Information request (Our Ref: FOI-007648)

            Request for clarification

 

Thank you for your Freedom of Information (FOI) request dated 8 June 2015.
I understand that this followed your earlier request which was given the
reference number FOI-007248.

 

Your exact request was:-

 

‘Please inform me whether or not you hold the following information and if
you do please send me a copy.

 

Policies and Procedures stating how you:-

 

1). Manage and investigate complaints of racist incidents perpetrated on
NHS service users whilst receiving NHS treatment.

 

2). Report and record complaints of racist incidents perpetrated on NHS
service users whilst receiving NHS treatment.

 

By racist incident I mean any incident which is perceived to be based upon
prejudice towards or hatred of the victim because of their race/ethnicity
or so perceived by the victim or any other person.’

 

NHS England may hold information relevant to your request.  However, we
are unable to process your request without further clarification.

 

Under section 1(3) of the FOI Act, an authority is not obliged to comply
with an FOI request when it reasonably requires further information in
order to identify and locate the information requested. As a result, I
would be grateful if you would clarify the following:-

 

·         Please could you clarify if you are referring to complaints
where NHS employees are accused of involvement in racist incidents against
service users, or to complaints where service users are accused of
involvement in racist incidents against other service users.

 

Please be assured we are keen to assist with your request. However, I
cannot guarantee that any exemptions under the FOI Act will not apply to
any further information requested. Please also be aware that where a
request is subject to clarification. Upon receipt of sufficient
clarification the request will be processed and the 20 working day
timeframe apply.

 

Please send your clarified request to [1][NHS England request email]
  uoting your reference number FOI- FOI-007648

 

This message has been sent from a central mailbox. To communicate with NHS
England regarding Freedom of Information (FOI) requests, enquiries or
complaints we ask these are sent directly to NHS England’s customer
contact centre. This is to ensure all communications are progressed
correctly. Their postal address, telephone number and email details are as
follows:- PO Box 16738, Redditch, B97 9PT; 0300 3 11 22 33,
[2][NHS England request email].

   

Yours sincerely,

 

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [3][NHS England request email]

 

dangos adrannau a ddyfynnir

References

Visible links
1. mailto:[NHS England request email]
2. mailto:[NHS England request email]
3. mailto:[NHS England request email]

Dear FOI England (NHS ENGLAND),
In response to your last emails request for clarification.

I am referring to complaints where NHS employees are accused of involvement in racist incidents against service users,

Yours sincerely,

Mr Adedeji

Dear FOI England (NHS ENGLAND),
In response to your last emails request for clarification.

I am referring to complaints where NHS employees are accused of involvement in racist incidents against service users..

Yours sincerely,

Mr Adedeji

Dear FOI England (NHS ENGLAND),

Your response is long overdue.

Please send an immediate response to my request.

Yours sincerely,

Mr Adedeji

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji,

 

Please accept our sincere apologies for the delay in NHS England
responding to you regarding your request submitted 8 June 2015.

 

Unfortunately due to technical issues your request has not been progressed
further from your reply to our clarification response dated 5 July 2015.

 

I apologise sincerely for this and understand the inconvenience this may
have caused.

 

Please be assured we are now progressing your clarified request to provide
you a response as soon as possible. As your request is clarified it has a
new request reference of:- FOI-008450.

 

Please could I ask you use this for any future communication with us on
this request so that we can locate relevant casework quickly. I apologise
again for this error and hope this response and explanation is helpful for
the moment. We will endeavour to provide you with a response as soon as
possible and will write to you again on 2 October 2015 to provide a
response update if we are not in a position to issue you this.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email] and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [2][NHS England request email].

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [3][NHS England request email]

 

‘High quality care for all, now and for future generations’

 

dangos adrannau a ddyfynnir

References

Visible links
1. mailto:[NHS England request email]
2. mailto:[NHS England request email]
3. mailto:[NHS England request email]

Dear FOI England (NHS ENGLAND),

I really should have your response to my request by now.

Please update me immediately.

You have asked me to use the reference; FOI-008450.

Yours sincerely,

Mr Adedeji

FOI England (NHS ENGLAND), NHS England

1 Atodiad

Dear Mr Adedeji

 

Re:      Freedom of Information request (Our Ref: FOI-008450)

 

Thank you for your Freedom of Information (FOI) request dated 8 June 2015
which you then clarified on 5 July 2015

 

Your exact request was:-

 

“Please inform me whether or not you hold the following information and if
you do please send me a copy.

 

Policies and Procedures stating how you:-  

 

1) Manage and investigate complaints of racist incidents perpetrated on
NHS service users whilst receiving NHS treatment.

 

2). Report and record complaints of racist incidents perpetrated on NHS
service users whilst receiving NHS treatment.

 

By racist incident I mean any incident which is perceived to be based upon
prejudice towards or hatred of the victim because of their race/ethnicity
or so perceived by the victim or any other person.”

 

You clarified this by stating:

 

“I am referring to complaints where NHS employees are accused of
involvement in racist incidents against service users.”

 

NHS England holds some of this information.

 

It may help if I first explain that NHS England is not the same as ‘the
NHS in England’. NHS England is responsible for commissioning primary care
and some specialist secondary care services. The NHS in England is not a
single organisation, but is made up of a range of organisations including
hospitals, Clinical Commissioning Groups (CCGs), Ambulance Trusts and
other organisations.

 

Individual NHS Authorities have responsibility for maintaining their own
polices and complaints procedures. As such this information may be held by
individual hospital trusts, CCGs and other health authorities. As such,
you may wish to redirect your enquiry to the individual authorities
directly. You can find contact information on the NHS Choices website at
the following web link:

 

·        
[1]http://www.nhs.uk/ServiceDirectories/Pag...

 

You will need to use the red tabs at the top of the screen to cycle
through different types of authority.

 

However, NHS England can provide our own complaints policy and the details
of how to make a complaint, should the complaint relate to a member of NHS
England staff.

 

The policy used by NHS England, should a member of the public wish to
complain about their treatment by a member of NHS England staff is the
attached PDF and details of how to make a complaint are at the following
link:

 

·         [2]https://www.england.nhs.uk/contact-us/co...

 

The complaints process is the same regardless of the nature of the
complaint. However, each complaint is considered individually and each one
may be escalated in different ways; for example, if a crime has been
committed the case is referred to the Police, but this does not
necessarily mean that all complaints are escalated to the Police.

 

I hope this information is helpful. However, if you are dissatisfied, you
have the right to ask for an internal review by writing to us, within two
months of the date of this letter, to:

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Email: [3][NHS England request email]

 

Please quote the reference number FOI-008450 in any future communications.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. The Information Commissioner’s Office (ICO) can be contacted at:

 

The Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

Telephone: 0303 123 1113

Email: [4][email address]  

Website: [5]www.ico.gov.uk

 

Please note there is no charge for making an appeal.

 

Please be aware that in line with the Information Commissioner’s directive
on the disclosure of information under the FOI Act, your request will be
anonymised and published on our website as part of our disclosure log.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [6][NHS England request email].

   

Yours sincerely,

 

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [7][NHS England request email]

 

 

 

 

dangos adrannau a ddyfynnir

References

Visible links
1. http://www.nhs.uk/ServiceDirectories/Pag...
2. https://www.england.nhs.uk/contact-us/co...
3. mailto:[NHS England request email]
4. mailto:[email address]
5. http://www.ico.gov.uk/
6. mailto:[NHS England request email]
7. mailto:[NHS England request email]

Dear FOI England (NHS ENGLAND),

Please confirm or deny whether you hold any more information ( other than the information you have already sent) fitting the criteria of my information request.

Yours sincerely,

Mr Adedeji

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji,

Re: Freedom of Information request (Our Ref: FOI-008450)

Thank you for your email reply and comments dated 10 October 2015.

NHS England has provided a full response to your request and has confirmed what information NHS England holds under the scope of your request and where possible provided this to you.

Please be aware there is a slight revision to the message provided below in that NHS England's complaints policy, available on our website and provided to you in the response below, allows any individual to make a complaint regarding any service NHS England provides or commissions.

I hope this information is helpful and closes your request with NHS England. However, if you are dissatisfied, you have the right to ask for an internal review by writing to us, within two months of the date of this letter, to:-

NHS England
PO Box 16738
REDDITCH
B97 9PT

Email: [NHS England request email]

Please quote the reference number FOI-008450 in any future communications.

If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner for a decision. The Information Commissioner’s Office (ICO) can be contacted at:

The Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113
Email: [email address]
Website: www.ico.gov.uk

Please note there is no charge for making an appeal.

Please be aware that in line with the Information Commissioner’s directive on the disclosure of information under the FOI Act, your request will be anonymised and published on our website as part of our disclosure log.

Please do not reply to this email. This message has been sent from a central mailbox. To communicate with NHS England regarding Freedom of Information (FOI) requests, enquiries or complaints we ask these are sent directly to NHS England’s customer contact centre. This is to ensure all communications are progressed correctly. Their postal address, telephone number and email details are as follows:- PO Box 16738, Redditch, B97 9PT; 0300 3 11 22 33, [NHS England request email].

Yours sincerely,

Freedom of Information
Corporate Communications Team
Patients and Information Directorate

NHS England
PO Box 16738
REDDITCH
B97 9PT

Tel: 0300 311 22 33
Email: [NHS England request email]

dangos adrannau a ddyfynnir

Dear NHS England,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of NHS England's handling of my FOI request 'Management of Racist Incidents'.

Due to your failures in respect of your 05/07/15 to 18/09/15 delay and not responding on the 02/10/15 as promised.
I would like a full and clear explanation for these two failures.
Just what were the ‘technical issues ’ that you say led to the first failure.

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/m...

Yours faithfully,

Mr Adedeji

Contactus England (HEALTH AND SOCIAL CARE INFORMATION CENTRE), NHS England

Thank you for contacting the NHS England Customer Contact Centre. Our
office is currently closed.  Our opening hours are:

 

Monday - Tuesday:  8am to 6pm

Wednesday:  9.30 am to 6pm

Thursday - Friday:  8am to 6pm

 

We are closed at weekends and on bank holidays.

 

When we reopen, we will look into your enquiry and get back to you as soon
as possible.

If you require medical advice please contact your GP, your local NHS Walk
In or Urgent Care Centre or call 111. For emergency medical attention,
please dial 999 or attend your local accident and emergency department if
you are able to do so.

There is also a wide range of helpful information available on the [1]NHS
Choices website

This is an automated message; please do not reply as your e-mail will not
be looked at.

dangos adrannau a ddyfynnir

References

Visible links
1. NHS Choices website
http://www.nhs.uk/

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji,

 

Thank you for email of 7 November 2015. Please see this email as
acknowledgement of your Internal Review request.

 

We endeavour to respond to Internal Reviews within 20 working days.
However, please be aware that on some occasions this has been extended to
40 working days. An officer will be allocated to handle your Internal
Review and will update you accordingly where necessary.

 

If you have any queries about this request or wish to contact us again,
please email [1][NHS England request email] and the message will be
forwarded appropriately. Please remember to quote the above reference
number in any future communications.

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows:- PO Box 16738, Redditch, B97 9PT;
0300 3 11 22 33, [2][NHS England request email].

 

Yours sincerely,

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate

 

NHS England

PO Box 16738

REDDITCH

B97 9PT

 

Tel: 0300 311 22 33

Email: [3][NHS England request email]

 

‘High quality care for all, now and for future generations’

 

dangos adrannau a ddyfynnir

References

Visible links
1. mailto:[NHS England request email]
2. mailto:[NHS England request email]
3. mailto:[NHS England request email]

FOI England (NHS ENGLAND), NHS England

Dear Mr Adedeji,

 

Re:      Freedom of Information Internal Review outcome

(Our Ref: FOI-008450 IR) 

 

Thank you for your Freedom of Information (FOI) internal review request
dated 7 November 2015.

 

Your FOI request was:-

 

“Please inform me whether or not you hold the following information and if
you do please send me a copy.

 

Policies and Procedures stating how you:-  

 

1) Manage and investigate complaints of racist incidents perpetrated on
NHS service users whilst receiving NHS treatment.

 

2). Report and record complaints of racist incidents perpetrated on NHS
service users whilst receiving NHS treatment.

 

By racist incident I mean any incident which is perceived to be based upon
prejudice towards or hatred of the victim because of their race/ethnicity
or so perceived by the victim or any other person.”

 

You clarified this by stating:-

 

“I am referring to complaints where NHS employees are accused of
involvement in racist incidents against service users.”

 

The FOI management team has assessed whether you received an appropriate
response to your request.

 

We have reviewed the response provided to you in our emails dated 6
October 2015 and 12 October 2015 and your comments in your request for
internal review. I have set out the outcome of our review below.

 

We can confirm that the content of our response was correct and you have
been provided with the appropriate information for making a complaint
about any aspect of NHS treatment.

 

In your request for internal review you asked for explanation of the
technical issues resulting in the long delay in you receiving a response
to your request.

 

It is clear that errors occurred in the handling of your request. NHS
England has recently introduced a new electronic system for the recording
and tracking of all Freedom of Information requests, queries and
complaints. During the process of implementation there have been a small
number of cases where case correspondence has not been picked up
appropriately. When your clarified FOI request was received by us,
unfortunately it was not then linked back to your original request on our
electronic system and a response was not actioned appropriately. This was
a mistake on our part. Our systems have now been improved, however our
response to your case fell significantly short of our standards and we
would like to offer our sincere and unreserved apologies.

 

I hope this satisfactorily addresses and explains our handling and
response to your FOI request. However, if you are not content with the
outcome of the internal review, you have the right to apply directly to
the Information Commissioner for a decision. The Information
Commissioner’s Office (ICO) can be contacted at:-

 

The Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF 

 

Telephone: 0303 123 1113

Email: [1][email address]  

Website: [2]www.ico.gov.uk 

 

Please note there is no charge for making an appeal.  

 

Please quote the reference number FOI/IR-008450 in any future
communications. 

 

Please do not reply to this email. This message has been sent from a
central mailbox. To communicate with NHS England regarding Freedom of
Information (FOI) requests, enquiries or complaints we ask these are sent
directly to NHS England’s customer contact centre. This is to ensure all
communications are progressed correctly. Their postal address, telephone
number and email details are as follows: - PO Box 16738, Redditch, B97
9PT; 0300 3 11 22 33, [3][NHS England request email]. 

 

Yours sincerely, 

 

 

 

Freedom of Information

Corporate Communications Team

Patients and Information Directorate 

 

NHS England

PO Box 16738

REDDITCH

B97 9PT 

 

Tel: 0300 311 22 33

Email: [4][NHS England request email]

dangos adrannau a ddyfynnir

References

Visible links
1. https://web.nhs.net/OWA/redir.aspx?SURL=...
2. https://web.nhs.net/OWA/redir.aspx?SURL=...
3. https://web.nhs.net/OWA/redir.aspx?SURL=...
4. https://web.nhs.net/OWA/redir.aspx?SURL=...