phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

On page 20 of your annual report 2017/18 you state that you closed 4,164 cases after assessment for a variety of reasons such as 'because the complainant asked us to'.

1. Can you provide me with a full list of reasons to close complaints for the year in question?

2. Can you provide me with the number of cases closed for each reason?

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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

Thank you for contacting the Parliamentary and Health Service Ombudsman’s (PHSO) Freedom of Information and Data Protection Team. This is to confirm we have received your request.
If you have made a request for information under the Freedom of Information Act 2000 or Environment Information Regulations 2004, we will respond to your request within 20 working days in accordance with the statutory time frames set out in both Acts.
If you have made a request for personal information held by the PHSO, your request will be processed as a Subject Access Request under the provisions of the Data Protection Act 2018 and will be responded to within one calendar month in accordance with the statutory time frame set out in the Act.
We may contact you before this time if we require further clarification or if we need to extend the time required to complete your request.
For Subject Access Requests, we will send any personal information via secure email, unless you instruct us differently. To access the information on the email we send, you will need to sign up to our secure email service. Details can be found on our website using the link below:
www.ombudsman.org.uk/about-us/being-open...
If you require us to post your personal information to you instead you will need to inform us of this and confirm your current address as soon as possible.

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InformationRights, Parliamentary and Health Service Ombudsman

4 Attachments

Dear Della Reynolds

 

RE: Your information request: R0000409

 

I write in response to your request for information held by the
Parliamentary and Health Service Ombudsman (PHSO). Your request has been
processed under the Freedom of Information Act 2000.

 

Please find attached Excel spreadsheet detailing the case closure reasons
for the 4,164 complaints closed at assessment stage in 2017/18. Also
included is the number of cases closed for each reason.

 

If you believe we 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 post or by email to
[1][Parliamentary and Health Service Ombudsman request email]. You will need to specify that 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

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

 

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J Roberts left an annotation ()

'because the complainant asked us to'

I can't see this category in the list provided, but it might be included in the 'withdrawn' category. This category might also include those who did not respond to a letter they did not receive.

phsothefacts Pressure Group

Dear InformationRights,

thank you for your swift response. I am a little confused by the data in your chart and the outline of your process as given in your 2017/18 Annual Report.

"Step one: initial checks
We look at whether we can investigate the complaint and if it is ready to come to us. We usually expect people
to complain to the organisation they are unhappy with first. This is so the organisation has the chance to look into the concerns and, where needed, put things right. If the complaint has
not yet completed the organisation’s complaints process, we let people know what remaining stages there are and what they can do next."

At 'initial checks' stage you decide if the complaint is 'ready' and presumably here you check if it is an organisation which is 'within remit'.

"We completed our initial assessment on 32,389 complaints, including complaints continued from the previous year. These were progressed in the following ways:

8,291 We referred these
complaints for more in-depth consideration (an assessment – step 2 in our process)."

You then go on to close hundreds of cases because they are either 'premature' or 'out of remit'. Why isn't this determined at the initial check stage saving money?

Yours sincerely,

Della Reynolds

phsothefacts Pressure Group

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

Thank you for contacting the Parliamentary and Health Service Ombudsman’s (PHSO) Freedom of Information and Data Protection Team. This is to confirm we have received your request.
If you have made a request for information under the Freedom of Information Act 2000 or Environment Information Regulations 2004, we will respond to your request within 20 working days in accordance with the statutory time frames set out in both Acts.
If you have made a request for personal information held by the PHSO, your request will be processed as a Subject Access Request under the provisions of the Data Protection Act 2018 and will be responded to within one calendar month in accordance with the statutory time frame set out in the Act.
We may contact you before this time if we require further clarification or if we need to extend the time required to complete your request.
For Subject Access Requests, we will send any personal information via secure email, unless you instruct us differently. To access the information on the email we send, you will need to sign up to our secure email service. Details can be found on our website using the link below:
www.ombudsman.org.uk/about-us/being-open...
If you require us to post your personal information to you instead you will need to inform us of this and confirm your current address as soon as possible.

______________________________________________________________________
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C Rock left an annotation ()

I'm confused also: "Premature - Local resolution response not fit for purpose". I thought that is exactly what PHSO is supposed to address.

But somewhat ironic, as it turns out.

phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

I have been asked to prompt you for a reply by WDTK. There is a delay in responding to this request.

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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

Thank you for contacting the Parliamentary and Health Service Ombudsman’s (PHSO) Freedom of Information and Data Protection Team. This is to confirm we have received your request.
If you have made a request for information under the Freedom of Information Act 2000 or Environment Information Regulations 2004, we will respond to your request within 20 working days in accordance with the statutory time frames set out in both Acts.
If you have made a request for personal information held by the PHSO, your request will be processed as a Subject Access Request under the provisions of the Data Protection Act 2018 and will be responded to within one calendar month in accordance with the statutory time frame set out in the Act.
We may contact you before this time if we require further clarification or if we need to extend the time required to complete your request.
For Subject Access Requests, we will send any personal information via secure email, unless you instruct us differently. To access the information on the email we send, you will need to sign up to our secure email service. Details can be found on our website using the link below:
www.ombudsman.org.uk/about-us/being-open...
If you require us to post your personal information to you instead you will need to inform us of this and confirm your current address as soon as possible.

______________________________________________________________________
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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Ms Reynolds,

 

Request for information under the Freedom of Information Act 2000

 

Further to your email dated 19 December, in which you request the
disclosure of information under the provisions of the above Act, we are
now in a position to respond.

 

Deciding if a case is in our remit or premature does form part of our
initial assessment process, which is intended to be a quick review of a
case. Sometimes though a case is not obviously out of remit or premature,
and therefore following a more detailed review of a case this is picked up
by a caseworker during our full assessment instead.

 

If you believe we have made an error in the way we have processed your
request, it is open to you to request an internal review. You can do this
by writing to us or emailing [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

 

Your request will now be closed as of this date.

 

Yours sincerely

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

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

 

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References

Visible links
1. mailto:[Parliamentary and Health Service Ombudsman request email]
2. http://www.ico.org.uk/
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
4. http://www.facebook.com/phsombudsman
5. http://www.twitter.com/PHSOmbudsman
6. http://www.linkedin.com/company/parliame...

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