Casework files and audit trails

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

Please can you provide me with the training material constituting the "Casework files and audit trails" section for caseworkers, as identified in response to my FOI on caseworker training at https://www.whatdotheyknow.com/request/c....

Yours faithfully,

C Rock

foiofficer, 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.

show quoted sections

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

foiofficer, Parliamentary and Health Service Ombudsman

2 Attachments

PROTECT

 

Dear Mr Rock

 

RE: Information request FDN-195972

 

I write in response to your email of 4 July 2014 in which you requested
information in the following terms:

 

‘Please can you provide me with the training material constituting the
"Casework files and audit trails" section for caseworkers, as identified
in response to my FOI on caseworker training …’

 

Please find the training material for that training module attached.  You
should be aware that in attachment 2 there is reference to an individual.
The name and circumstances of that individual are entirely fictitious and
created for the sole purpose of this training. 

 

I hope that this information is helpful.  However, if you are unhappy with
my decision you can ask for a review by email to:
complaints[1][email address]

 

If you still have concerns after that, you can ask the Information
Commissioner’s Office to look into your case.  Their contact details are
available on their website at: [2]www.ico.org.uk

 

 

Yours sincerely

 

David Thomas

FOI/Data Protection Officer

Parliamentary and Health Service Ombudsman

E: [3][email address]

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

 

 

show quoted sections

Dear foiofficer,

Thank you for this information, as requested.

Yours sincerely,

C Rock

foiofficer, 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.

show quoted sections

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

D. Speers left an annotation ()

Thank you for your FOI request Colin....following with interest!

D. Speers left an annotation ()

Thank you! Appreciate your time!

D. Speers left an annotation ()

Glad this was successful C.
Thank you for asking!

C Rock left an annotation ()

Evidence against PHSO Principles 1, 2, and 3

So far I have seen no mention of audit trail procedure in relation to new evidence (previous request refers) which might be as important as original evidence.

Caseworkers dismiss evidence without evaluation or record of reasoning (previous SAR request for evidence of new evidence assessment was refused) and give no justification to complainant just because it's "Post Review": that is irrelevant to the customer and gives weight to the accusation of Not Listening. How do you know anyone is listening if they just walk off without comment?

(I thought it would be useful if an annotation cited the PHSO Principle(s) broken by the actions illustrated - as above.)

E. Colville left an annotation ()

http://www.ombudsman.org.uk/improving-pu...
Just some of PHSO Principles. Endorsed by most public services but rarely implemented!