"A considerable body of compliments"

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Dear Parliamentary and Health Service Ombudsman,

In a paper prepared by Mick Martin it was revealed that you have:

" a considerable body of compliments about the kind, sensitive and professional way we help people receive a final outcome regarding their complaint."

https://www.whatdotheyknow.com/request/l...

1. Please provide details of the number of compliments you received in each of the 6 months before Mr Martin produced his report. How many were about your:

a. kindness;
b. sensitivity; and
c. professionalism.

2. Specify how many of the compliments were made:

a. by telephone;
b. by email;
c. by letter;
d. by postcard; or
d. in person.

3. If Mr Martin's claim was based on specific information please provide the information on which it was based.

4. Please provide all recorded information on how a compliment from a complainant is handled. Do staff pass on details of compliments to anyone or are they recorded in a particular way?

Yours faithfully,

J Roberts

foiofficer, Parliamentary and Health Service Ombudsman

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foiofficer, Parliamentary and Health Service Ombudsman

1 Attachment

Dear J Roberts

 

Thank you for your email of 15 November 2014 in which you requested
information in the following terms:

 

In a paper prepared by Mick Martin it was revealed that you have:
" a considerable body of compliments about the kind, sensitive and
professional way we help people receive a final outcome regarding their
complaint."

 

1.    Please provide details of the number of compliments you received in
each of the 6 months before Mr Martin produced his report.  How many were
about your:

a.   kindness;

b.   sensitivity; and

c.    professionalism.

 

2.    Specify how many of the compliments were made:

a.   by telephone;

b.   by email;

c.    by letter;

d.   by postcard; or

e.   in person.

 

3.    If Mr Martin's claim was based on specific information please
provide the information on which it was based.

 

4.    Please provide all recorded information on how a compliment from a
complainant is handled.  Do staff pass on details of compliments to anyone
or are they recorded in a particular way?

 

Please find attached a document which outlines some of this information
you have asked for in parts 1 and 2 of your request. However I should
point out that this should not be considered a complete record of the
positive feedback received by PHSO.  This information does not include any
feedback that has not been passed on to the team who collate it (currently
the review team) or feedback that has been received through other
channels, such as the customer survey.  However, I am unable to give any
data regarding the subject of the compliment in the sense that you have
requested in part 1 as the information is subject to interpretation. 

 

As you will have seen, the principal purpose of Mr Martin’s report to the
board was to show the work that is being done to listen to and learn from
the complaints we have received about our service. PHSO receives feedback
from users of our service in a number of ways.  For example, a customer
survey is undertaken by an independent third party on a regular basis to
gauge the level of satisfaction with the service provided by PHSO.  In
addition, feedback is frequently received directly from users of our
service during general contact with our staff.  Most feedback that is
received directly from users of our service is dealt with at that contact;
however, some feedback is retained in case we want to use it in
publications like our annual report.

 

The PHSO does not have a written policy for handling positive feedback. In
general though, where a member of our staff receives a compliment/positive
feedback, they may choose to notify their manager or supervisor.  They may
also choose to pass a record of this feedback to our review team who keep
a log of it.

 

I hope you find this information helpful.  Should you have any further
queries or would like to ask for a review of my decision you can do so by
email to [1][email address].

 

Sincerely

 

David Thomas

FOI/Data Protection Officer

Parliamentary and Health Service Ombudsman

E: [2][email address]

W: [3]www.ombudsman.org.uk

 

 

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All email communications with PHSO pass through the Government Secure
Intranet, and may be automatically logged, monitored and/or recorded for
legal purposes.
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

References

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2. mailto:[email address]
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

J Roberts left an annotation ()

The figures reveal an average of 7 compliments a month; a very small figure compared to the number of complaints received. In the month of May 2014, for example, the PHSO received 352 emails at the complaintsaboutphso address in addition to 83 telephone calls recorded as complaints made through its switchboard. Information is not available on how many telephone complaints and complaints by fax were received by PHSO’s Review Team.

https://www.whatdotheyknow.com/request/t...

phsothefacts Pressure Group left an annotation ()

You can't argue with the data.

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