Customer satisfaction
Dear Parliamentary and Health Service Ombudsman,
It is stated in your latest annual report that:
"Customer satisfaction with our service remains steady - 88% where complaints are fully upheld" (p12).
http://www.ombudsman.org.uk/pdfs/publica...
I have been unable to find any figures for fully upheld complaints in the report. Please provide:
1. The total number of complaints that you fully upheld in 2014/15; and
2. the number of respondents from whom the figure of 88% is derived.
Yours faithfully,
J Roberts
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Dear J Roberts
Your information request: FDN-240368
I write in response to your email of 13 November 2015 in which you made a
request for information in the following terms:
‘It is stated in your latest annual report that:
"Customer satisfaction with our service remains steady - 88% where
complaints are fully upheld" (p12).
[1]http://www.ombudsman.org.uk/pdfs/publica...
I have been unable to find any figures for fully upheld complaints in the
report. Please provide:
1. The total number of complaints that you fully upheld in 2014/15; and
2. The number of respondents from whom the figure of 88% is derived.’
In response to your first question, please see below a summary of
investigation outcomes for 2014/2015:
Upheld 416
Partly Upheld 1105
Not upheld 2279
Resolved 236
Discontinued 123
Total 4159
In response to your second question, we ask people who use our service to
tell us about their experience through our rolling customer satisfaction
survey. In 2014/15 our survey captured feedback from 109 customers whose
cases were upheld. 96 said they were ‘satisfied’ or ‘very satisfied’,
giving 88% overall.
I hope this information is helpful. If you have any further queries, or
would like to ask for a review of my decision, you can write to me at
[2][email address].
Yours sincerely
Philippa Curran
Legal Assistant
Parliamentary and Health Service Ombudsman
E: [3][email address]
W: [4]www.ombudsman.org.uk
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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
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J Roberts left an annotation ()
phsothefacts,
Good point, why would 12% of people whose cases were fully upheld express dissatisfaction?
I've submitted a request to obtain further information:
https://www.whatdotheyknow.com/request/c...
Dear foiofficer,
Please clarify that a “fully upheld” complaint is identical to an “upheld” complaint. You used the the word “upheld” in your response.
Yours sincerely,
J Roberts
Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.
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
Dear J Roberts
Thank you for your email of 13 December 2015 seeking clarification
regarding my response to your information request (FDN-240368).
I can confirm that our customer satisfaction survey captured feedback from
109 customers whose cases were fully upheld. This figure does not include
responses from those customers whose complaints were partly upheld.
I apologise for any confusion and I hope this helps.
Yours sincerely
Philippa Curran
Legal Assistant
Parliamentary and Health Service Ombudsman
E: [1][email address]
W: [2]www.ombudsman.org.uk
Follow us on
[3]fb [4]twitter [5]linkedin
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
References
Visible links
1. mailto:[email address]
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...
[Name Removed] (Account suspended) left an annotation ()
'It also begs the question as to why 12% of people with fully upheld cases still expressed lack of satisfaction?'
:::::
I think we all know the answer to that one.....
It's the pervasive arrogant attitude.
Even if your case is upheld - its the demeaning way the PHSO treats its complainants in the interim.
It's difficult to forget,
Mary Rains left an annotation ()
Although my complaint was fully upheld I was most dissatisfied with PHSO. Throughout I felt I had to drive the whole process myself. I was in the fortunate position of having kept copies of all my evidence (signed for letters) which the public body denied ever receiving. Even with all the necessary evidence it nevertheless took 2 years and threats of legal action to push my case forward to get the recognition I needed. The whole process was quite exhausting! So far as I was concerned mine was a 'cut and dried' case; all the essential evidence had been supplied and could not be disputed. The matter could and should therefore have been resolved within weeks but nevertheless it took a full 2 years and much chasing (and threatening) from myself to get it upheld.
Colin Hammonds left an annotation ()
Mary Rains.....can you imagine what it's like when it's not a cut and dry case, when there's an investigation to make, when there's work to do etc etc......I think the whole complaints system in the UK is corrupt with a hidden agenda which is becoming more and more visible to hinder, harass and wear down complainants until they give up....this is a disgusting and completely shameful act but what's worse is that it's being done right in front of and with full knowledge of those who are there to supposedly protect the public.....
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phsothefacts Pressure Group left an annotation ()
An interesting response. 109 customers reviews represents only 26% of the number of fully upheld cases (416). So they judge 88% satisfaction when they have information from only a quarter of the sample. Why not give all 'customers' automatic right to provide customer feedback? Would be interesting to add in those with partially upheld cases.
It also begs the question as to why 12% of people with fully upheld cases still expressed lack of satisfaction?