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Changes to how the PHSO investigates complaints and to when they begin

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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

FOI (WARRINGTON AND HALTON TEACHING HOSPITALS NHS FOUNDATION TRUST), Warrington and Halton Teaching Hospitals NHS Foundation Trust

Freedom of Information Act 2000 – Ref No: 20-359

Thank you for your request for Trust information under the provisions of the Freedom of Information Act 2000. I can confirm that the Team is currently attending to your request. A member of the team will respond within the statutory timescale which is currently 20 working days.

If applicable we will inform you if any of your requested information is exempt from release along with any fee required. We may require further detail from you to assist us in searching for the information you have requested. You may therefore be contacted in due course if it is necessary to clarify any part of your request.

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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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