Changes to how the PHSO investigates complaints and to when they begin
Dear Warrington and Halton Teaching Hospitals NHS Foundation Trust,
I am interested in the changes you refer to in a report mentioned in your Board minutes of 27 November 2019 concerning PHSO investigations. One item - 'Learning From Experience Report Q2' - states on page 26 of the report:
“Complainants dissatisfied with the Trust’s response have the right to ask the Parliamentary Health Service Ombudsman (PHSO) to consider their complaint. The PHSO will consider the complaint file, medical records and any other relevant information as necessary. The PHSO may decide not to investigate further and no further action will be required from the Trust. Alternatively, recommendations might be made for the Trust to consider. The PHSO may decide to conduct a full investigation which might result in the Trust being required to make an apology, pay compensation and / or produce an action plan to describe what actions are planned to rectify the situation and prevent further occurrences.
NOTE: The PHSO have changed how they investigate complaints and when investigations start; therefore previous graphical data may have changed in this report”.
1. Please provide all information you hold on the changes made by the PHSO on (1) how they investigate complaints and (2) when PHSO investigations start.
2. Please also provide all information you hold concerning the impact the changes referred to in the report have had on the Trust.
Yours faithfully,
J Roberts
Dear Warrington and Halton Teaching Hospitals NHS Foundation Trust,
I forgot to include the link to the minutes. Here it is:
https://www.whh.nhs.uk/application/files...
Yours faithfully,
J Roberts
Freedom of Information Act 2000 – Ref No: 20-359
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Kind Regards
Freedom of Information Assistant
Warrington and Halton Teaching Hospitals NHS Foundation Trust
Kendrick Wing, Warrington Hospital, WA5 1QG
Email: [email address]
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