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Complaints to PHSO about Liverpool Community Health (LCH)

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phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

Please can you provide the data on how many complaints were made about Liverpool Community Health (LCH) to PHSO every year since 2010?

How many complaints were investigated?

How many complaints were partially upheld?

How many complaints were fully upheld?

How many complaints were not upheld?

A yearly breakdown would be helpful for all data.

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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


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Dear Della Reynolds,

 

Re: Your Information Request - FDN-275056

 

Thank you for your email of 7 February 2018. I am writing to acknowledge
receipt of your request for information held by the Parliamentary and
Health Service Ombudsman (PHSO).

 

In accordance with the statutory timeframe set out in the Freedom of
Information Act 2000, a response will be sent to you before or by 7 March
2018. This is 20 working days from the date of your initial request to us.

 

If you have any questions about your information request please do not
hesitate to contact us at [1][Parliamentary and Health Service Ombudsman request email] Please
remember to quote the above reference.

 

Yours sincerely,

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [2][Parliamentary and Health Service Ombudsman request email]

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

 

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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Della Reynolds,

 

Re: Your Information Request - FDN-275056

 

Thank you for your email of 7 February 2018. We are writing in response to
your request for information held by the Parliamentary and Health Service
Ombudsman (PHSO) which has been processed in line with the Freedom of
Information Act 2000 (FOIA).

 

Your requested the following information:

 

‘Please can you provide the data on how many complaints were made about
Liverpool Community Health (LCH) to PHSO every year since 2010?

 

How many complaints were investigated?

 

How many complaints were partially upheld?

 

How many complaints were fully upheld?

 

How many complaints were not upheld?

 

A yearly breakdown would be helpful for all data.’

 

In response to your request we can confirm PHSO holds the information you
have requested and below we have answered your questions in turn:

 

Question 1 - Between 2010 and 6 February 2018, PHSO received 75 complaints
about Liverpool Community Health NHS Trust.

 

Question 2 – 12 complaints investigated.

 

Question 3 - One complaint partly upheld following investigation.

 

Question 4 – No complaints fully upheld following investigation.

 

Question 5 – 10 complaints not upheld following investigation.

 

Below is a table that provides a breakdown of the above information by
year.

 

+------------------------------------------------------------------------+
| Complaints to PHSO about Liverpool Community Health NHS Trust |
|------------------------------------------------------------------------|
| Year |Received| Accepted for |Investigations|Upheld|Partly| Not |
| | | investigation | concluded | |upheld|upheld|
|-------+--------+-------------------+--------------+------+------+------|
|2010/11| 2 | 0 | 0 | 0 | 0 | 0 |
|-------+--------+-------------------+--------------+------+------+------|
|2011/12| 3 | 0 | 0 | 0 | 0 | 0 |
|-------+--------+-------------------+--------------+------+------+------|
|2012/13| 12 | 0 | 0 | 0 | 0 | 0 |
|-------+--------+-------------------+--------------+------+------+------|
|2013/14| 10 | 1 | 1 | 0 | 0 | 1 |
|-------+--------+-------------------+--------------+------+------+------|
|2014/15| 16 | 4 | 2 | 0 | 0 | 2 |
|-------+--------+-------------------+--------------+------+------+------|
|2015/16| 9 | 1 | 3 | 0 | 1 | 2 |
|-------+--------+-------------------+--------------+------+------+------|
|2016/17| 17 | 4 | 3 | 0 | 0 | 3 |
|-------+--------+-------------------+--------------+------+------+------|
|2017/18| 6 | 2 | 3 | 0 | 0 | 2 |
+------------------------------------------------------------------------+

 

We hope you have found this email helpful. If you believe we have made an
error in the way we have processed your information request, you can
request an internal review. To do this please email
[1][Parliamentary and Health Service Ombudsman request email] and included details of your
concerns so we can consider them further.

 

If you remain dissatisfied following the outcome of the internal review,
you would have the option to complain directly to the Information
Commissioner’s Office. Details of how to do this can be found on their
website [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

 

Follow us on

[5]fb  [6]twitter  [7]linkedin

 

Our Service Charter explains how we work
[8]Click here to find out more

 

Watch our short animation to find out how we deal with complaints

 

 

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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/
http://www.ombudsman.org.uk/
5. http://www.facebook.com/phsombudsman
6. http://www.twitter.com/PHSOmbudsman
7. http://www.linkedin.com/company/parliame...
8. http://www.ombudsman.org.uk/about-us/our...

phsothefacts Pressure Group

Dear InformationRights,

Thank you for the information. It seems to be the same old story with PHSO failing to detect that an NHS body is 'dysfunctional' and in crisis. https://www.theguardian.com/society/2018...
Patients suffered “significant harm” because of multiple serious failings by a “dysfunctional” NHS trust, an independent inquiry has found. Liverpool Community Health NHS trust (LCH) provided poor, unsafe and ineffective care to patients, including inmates at HMP Liverpool, the scathing report concluded. The findings of the panel, led by Dr Bill Kirkup, are among the most damning of an NHS trust’s actions since Robert Francis QC’s landmark report into the Mid Staffs care scandal, published five years ago.
“The trust not only failed in its duty to provide safe and effective services, it concealed this from external bodies. Both patients and staff suffered harm for too long as a result,” said the panel, which investigated LCH’s conduct between 2010 and 2014.

In 2012/13 the number of complaints about this trust to PHSO rose from 2 or 3 to 12. Yet still not a single investigation was carried out by the Ombudsman in the three year period since 2010. A case of 'if you don't look you don't find'. The number of complaints continued to rise and yet PHSO only investigated 16% of all the complaints made and partially upheld 1 out of 75 complaints (1.3%) These figures do not suggest a Trust in crisis. By neglect, PHSO gave Liverpool Community Health LCH a green light. Any lessons to be learnt here?

Also, the presentation of your data is very confusing. Can you please submit again in clear boxes?

Yours sincerely,

Della Reynolds

phsothefacts Pressure Group

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

4 Attachments

Dear Della Reynolds,

 

Re: Your Information Request - FDN-275056

 

Thank you for your email of 11 March 2018.

 

Please find attached the table of information requested, in a different
format.

 

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

 

Follow us on

[3]fb  [4]twitter  [5]linkedin

 

Our Service Charter explains how we work
[6]Click here to find out more

 

Watch our short animation to find out how we deal with complaints

 

 

______________________________________________________________________
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/
http://www.ombudsman.org.uk/
3. http://www.facebook.com/phsombudsman
4. http://www.twitter.com/PHSOmbudsman
5. http://www.linkedin.com/company/parliame...
6. http://www.ombudsman.org.uk/about-us/our...

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