We don't know whether the most recent response to this request contains information or not – if you are M Boyce please sign in and let everyone know.

Cases taking over one year to complete

We're waiting for M Boyce to read a recent response and update the status.

Dear Parliamentary and Health Service Ombudsman,

In your 2016-17 Annual Report you state that you report to parliament on all cases that are not completed within a year. Please provide all recorded information on this matter that relates to cases within the last 3 years. Specifically I am requesting that you disclose what sort of information you provide to parliament. Does this information include details/reasons of WHY each case is taking so inordinately long to complete?

Yours faithfully,

M Boyce

informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

InformationRights, Parliamentary and Health Service Ombudsman

1 Attachment

Dear M Boyce,

 

RE: Your information request – our case reference: FDN-274799

 

Thank you for your information request received on 2017 for the following
information:

 

In your 2016-17 Annual Report you state that you report to parliament on
all cases that are not completed within a year. Please provide all
recorded information on this matter that relates to cases within the last
3 years. Specifically I am requesting that you disclose what sort of
information you provide to parliament. Does this information include
details/reasons of WHY each case is taking so inordinately long to
complete?

 

We are processing your request in line with the Freedom of Information Act
2000 and will respond to you within 20 working days from the day we
received your request. You can expect to receive a response from us by 13
October 2017.

 

If you have any questions about your information request please do not
hesitate to contact us, please remember to quote the case reference above.

 

Yours sincerely

 

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [1][Parliamentary and Health Service Ombudsman request email]

W: [2]www.ombudsman.org.uk

[3]PHSO logo

 

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. mailto:[Parliamentary and Health Service Ombudsman request email]
2. http://www.ombudsman.org.uk/

InformationRights, Parliamentary and Health Service Ombudsman

1 Attachment

Dear M Boyce,

 

RE: Your information request reference FDN-274799

 

Thank you for your request received by the Parliamentary and Health
Service Ombudsman (PHSO), on the 16 September 2017. You asked for the
following information:

 

In your 2016-17 Annual Report you state that you report to parliament on
all cases that are not completed within a year. Please provide all
recorded information on this matter that relates to cases within the last
3 years. Specifically I am requesting that you disclose what sort of
information you provide to parliament. Does this information include
details/reasons of WHY each case is taking so inordinately long to
complete?

 

Response

 

We have considered your request under the terms of the Freedom of
Information Act 2000 (FOIA).

 

This request is exempt for disclosure under section 21 of the FOIA, as it
is already publically accessible, by other means than FOI. This
information is in our annual reports which can be found on our website via
the following link:
[1]https://www.ombudsman.org.uk/search-resu....

 

Our most recent annual report on page 20 reads:

 

‘We continue to monitor and reduce the number of cases taking over 12
months to complete and we report to Parliament on these. Numbers continue
to reduce, from 136 on 1 April 2016 to 104 cases by 1 April 2017; a 24%
reduction. During 2016-17, 526 investigations, 12% of the total, took us
more than a year to complete, compared to 10% of the total number of
investigations last year. Of these, 450 were about the NHS in England and
76 were about UK government departments or other UK public organisations.’

 

For the years 2015-2016 please refer to pages 16-17 of the annual report.

 

For the years 2014-2015 please refer to page 15 of the annual report.

 

I hope my email is useful. If you believe I have made an error in the way
I have processed your information request, it is open to you to request an
internal review. You can do this by writing to us by email to
[2][Parliamentary and Health Service Ombudsman request email]. You will need to specify what the
nature of the issue is and we can consider the matter further. Beyond
that, it is open to you to complain to the Information Commissioner’s
Office ([3]www.ico.org.uk).

 

Yours sincerely,

 

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [4][Parliamentary and Health Service Ombudsman request email]

W: [5]www.ombudsman.org.uk

[6]PHSO logo

 

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. https://www.ombudsman.org.uk/search-resu...
2. mailto:[Parliamentary and Health Service Ombudsman request email]
3. http://www.ico.org.uk/
4. mailto:[Parliamentary and Health Service Ombudsman request email]
5. http://www.ombudsman.org.uk/

Dear Parliamentary and Health Service Ombudsman,

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

I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Cases taking over one year to complete'.

I am not completely convinced that you have supplied all the information you hold with regards to my request.

You are effectively saying that your 'report' to Parliament on cases taking over a year to complete is just a mere regurgitation of the exact same information contained in your annual report, which would already be available to Parliament anyway as it is to the wider public as a whole. If this is the full extent of your 'report' to Parliament then why bother? You give Parliament a copy of your report, which they already have, and Parliament just grunts yeah alright, and then says and does nothing else. Is the Parliamentary Ombudsman taking us all for fools? I wonder.

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

Yours faithfully,

M Boyce

informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

Brenda Prentice left an annotation ()

Not so much fools, they know we know.....but they are untouchable, unaccountable and they know it.

One day.......

Dear Parliamentary and Health Service Ombudsman,

This is a request for clarification about your response to my FOI request.

The headline response was that the numbers of cases taking over a year to complete CONTINUE TO DECLINE. You state, as also stated in the 2016-17 PHSO Annual Report, that:

'Numbers continue to reduce, from 136 on 1 April 2016 to 104 cases by 1 April 2017, a 24% reduction.'

Are we being taken for April fools?

The reason being that in your following paragraph, as reiterated in the 2016-17 PHSO Annual Report, you state:

'During 2016-17, 516 investigations, 12% of the total, took us more than a year to complete, compared to 10% of the total number of investigations last year.'

The two paragraphs appear contradictory. Is the first paragraph correct, in terms of numbers, or is it the second?
How is 12% less than 10%?

Did the person who wrote the 2016-17 PHSO Annual Report get a refund from the course they attended at the Carol Vorderman School of Arithmetic?

Does anybody else reading this post think the information is contradictory?

Yours faithfully,

M Boyce

informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

InformationRights, Parliamentary and Health Service Ombudsman

Dear M Boyce,

Thank you for your emails dated 5 October and 7 October 2017. In your first email you have asked for an internal review of our response, whereas in your second email you have asked for clarification.

Please could you confirm which one you require in order for us to process your request efficiently. Once we have heard back from you we will proceed.

Yours sincerely,

Freedom of Information/Data Protection Team
Parliamentary and Health Service Ombudsman
E: [Parliamentary and Health Service Ombudsman request email]
W: www.ombudsman.org.uk

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

Dear InformationRights,

Both of those things please: the internal review should be able to to provide more information, and be able to clarify the apparent discrepancy in the information already provided.

Yours sincerely,

M Boyce

Informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

InformationRights, Parliamentary and Health Service Ombudsman

1 Attachment

Dear M Boyce,

 

RE: Your information request clarification FDN-274834

 

I write in response to your email clarification for your original response
(reference: FDN-274799). You asked to clarify the following information:

 

“The headline response was that the numbers of cases taking over a year to
complete CONTINUE TO DECLINE. You state, as also stated in the 2016-17
PHSO Annual Report, that: 'Numbers continue to reduce, from 136 on 1 April
2016 to 104 cases by 1 April 2017, a 24% reduction.'

 

The reason being that in your following paragraph, as reiterated in the
2016-17 PHSO Annual Report, you state: 'During 2016-17, 516
investigations, 12% of the total, took us more than a year to complete,
compared to 10% of the total number of investigations last year.'

 

The two paragraphs appear contradictory. Is the first paragraph correct,
in terms of numbers, or is it the second? How is 12% less than 10%?”

 

Please see below your response in line with the Freedom of Information Act
2000.

 

In relation to the first paragraph there is a key difference in the 2 sets
of numbers. The first numbers are a snapshot at the start of the year –
the ‘numbers continue to reduce’ is in relation to this indicator. The
second numbers are in relation to the total number of investigations
concluded each year.

 

These are snapshots in time of how many cases we had in hand at the start
of each year that were over 1 year old. The reduction is 136-104=32.
32/136 = 23.529%

 

In relation to the second paragraph the table below shows these numbers
from 2011/12 to 2015/17. As shown in the table, the number of
investigations that took over a year to complete increased, both
numerically and as a percentage, compared to the previous year.

 

 

2011/12 2012/13 2013/14 2014/15 2015/ 16 2016/17
total
In hand cases older than
52 weeks (since receipt, 64 105 111 91 136 104
exc. RB in calendar days)
Number of investigations 410 384 2199 4159 3861 4239
concluded
Number of investigations
concluded taking more 244 233 317 360 403 526
than 52 weeks (exc. RB in
calendar days)
% investigations 60% 61% 14% 9% 10% 12%
concluded over 52 weeks

 

 

I hope my email is useful. If you believe I have made an error in the way
I have processed your information request, it is open to you to request an
internal review. You can do this by writing to us by email to
[1][Parliamentary and Health Service Ombudsman request email]. You will need to specify what the
nature of the issue is and we can consider the matter further. Beyond
that, it is open to you to complain to the Information Commissioner’s
Office ([2]www.ico.org.uk).

 

Yours sincerely,

 

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [3][Parliamentary and Health Service Ombudsman request email]

W: [4]www.ombudsman.org.uk

[5]PHSO logo

 

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. mailto:[Parliamentary and Health Service Ombudsman request email]
2. http://www.ico.org.uk/
3. mailto:[Parliamentary and Health Service Ombudsman request email]
4. http://www.ombudsman.org.uk/

Dear InformationRights,

You have provided some clarification, but you have not supplied an internal review response to the issue of cases taking over a year being referred to Parliament.
Please provide a response by the first week of November 2017.

Yours sincerely,

M Boyce

Informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

Dear Parliamentary and Health Service Ombudsman,

Please provide a full and proper response to my request for an internal review.

If you fail to do so by Friday 17 November 2017 then I will immediately contact the ICO to ask them to investigate.

Yours faithfully,

M Boyce

informationrights@ombudsman.org.uk, Parliamentary and Health Service Ombudsman


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

InformationRights, Parliamentary and Health Service Ombudsman

Dear M Boyce,

I am writing further to your email chasing a response to your review request. I confirm you that your review request is in hand and you will receive a response by 30 November.

Although we aim to complete our reviews as soon as possible, our target for the completion of reviews is within 40 working days of the receipt of the review request.

I am waiting for some information in order to conclude my review of your request and I will send a full response to you as as soon as I receive this.

Sincerely,

T. Akindele
Freedom of Information/Data Protection Manager
Parliamentary and Health Service Ombudsman
W: www.ombudsman.org.uk

show quoted sections

InformationRights, Parliamentary and Health Service Ombudsman

Dear M Boyce,

 

RE: Internal Review Request FDN 274834

 

I write further to your email requesting a review of the information
provided in response to your request about complaints taking over one year
to complete.   Your review request reads:

“I am not completely convinced that you have supplied all the information
you hold with regards to my request. You are effectively saying that your
'report' to Parliament on cases taking over a year to complete is just a
mere regurgitation of the exact same information contained in your annual
report, which would already be available to Parliament anyway as it is to
the wider public as a whole. If this is the full extent of your 'report'
to Parliament then why bother? You give Parliament a copy of your report,
which they already have, and Parliament just grunts yeah alright, and then
says and does nothing else. Is the Parliamentary Ombudsman taking us all
for fools? I wonder.”

I have reviewed your request in line with the Freedom of Information Act
2000 (FOIA) and the outcome of my review is set out below.

 

Timeliness of Information

You made an initial request for information on 16 September 2017 and a
follow-up request on 7 October. These requests were responded to on 5 and
18 October respectively; both dates being within the FOI statutory time
frame.  Your 7 October request also included an internal review request
which we sought your clarification on.  You confirmed on 9 October that
you wanted the follow-up information and also a review of the request of
16 September.   Given that the two requests were related it was sensible
to wait for you to receive the information before conducting a review.  As
I mentioned in my email of 11 November we aim to complete reviews promptly
but no later than 40 working days from receipt.

 

 

Information Provided

I have reconsidered your request and I am satisfied that we provided you
with the information that is held.  I have however provided below more
information about our annual report which you will find useful.

 

Section 14 of the Health Service Commissioners Act 1993(HCSA) requires
that the Ombudsman  “annually lay before each House of Parliament a
general report on the performance of his functions under this Act, and 
from time to time lay before each House of Parliament such other reports
with respect to those functions as he thinks fit.” (Emphasis mine).  We
refer to the general report as the “Annual Report”.   The Health Service
Commissioner for England (Complaint Handling) Act 2015 amends section 14
by adding subsections (2HA) and (4A).  These amendments now require the
Ombudsman to include in the Annual Report (and not separately), a
breakdown of cases  taking longer than 12 months to conclude.   The 2015
Act stipulates that we report on the following:

a.       how long investigations in the reporting year took to be
concluded

b.       how many of those investigations took more than 12 months to be
concluded, and

c.       the action being taken with a view to all investigations being
concluded within 12 months

 

The first two points (a. and b.) are covered by the statistics we provide
in the Annual Report (total number of investigations concluded, plus
number of 12+ months cases).  As to the actions we are taking to resolve
cases within 12 months, p. 20 of our Annual Report sets out what we are
doing to improve the overall quality of our service, including in relation
to timeliness.

 

As you may already know, the Ombudsman has jurisdiction to investigate the
NHS (health complaints) as well as complaints from UK government
departments and other public organisations (parliamentary complaints). We
are only required to report on 12+ month old cases on the health side of
our jurisdiction. However, to be consistent across both our jurisdictions,
we include our 12 months+ parliamentary cases.  We do this to provide both
Parliament and the public with a full picture of all the cases which are
taking us longer to complete.    We do not provide details on individual
cases in our reports as the Ombudsman’s; investigations are conducted in
private.  Putting information about why cases are taking more than 12
months to complete into the public domain could potentially lead to
complainants being identified and not only breach their privacy but also
the Ombudsman’s legislation.

 

Conclusion

I have concluded that that you were provided with a timely response which
complies with the Freedom of Information Act and for this reason I do not
uphold your complaint.

 

I hope this now satisfactorily concludes your request.  If you remain
dissatisfied with our handling of your request, it is open to you to
complain to the Information Commissioner’s Office ([1]www.ico.org.uk).

 

Sincerely,

 

T. Akindele   

Freedom of Information/Data Protection Manager

Parliamentary and Health Service Ombudsman

W: [2]www.ombudsman.org.uk

 

show quoted sections

C Rock left an annotation ()

And will the figures represent cases such as mine still unresolved in 3 failed approaches over NINE YEARS I wonder? It's what the PHSO feels they should admit to imho. I'm sure there are other cases not considered 'resolved'/closed by questioning complainants who have seen through the irrational logic passed down, to be left reeling or even destroyed by it.

M Boyce left an annotation ()

C Rock

The PHSO's Annual Report is a sham. All this nonsense about reporting to Parliament is just that - nonsense. They no more report to Parliament than Mickey Mouse does. I believe there are many cases like yours that are just ignored by the PHSO and Parliament. If someone appeals their Final Decision to the Customer Care Team who then decide in their 'wisdom' to pass the case to another caseworker for another investigation is that investigation then counted statistically within the same investigative time-frame as the first? If the first investigation takes 11 months and a second investigation takes 10 months does that mean 11 and 10 months for two investigations or 21 months for an investigation? I suspect it is the former in order to mislead people in the Annual Report.

We don't know whether the most recent response to this request contains information or not – if you are M Boyce please sign in and let everyone know.

Looking for an EU Authority?

You can request documents directly from EU Institutions at our sister site AskTheEU.org . Find out more .

AskTheEU.org