Customer satisfaction (related request)
Dear Parliamentary and Health Service Ombudsman,
This request is closely related to this one - https://www.whatdotheyknow.com/request/c...
I am confident, however, that cost limit of complying with both will not be exceeded.
1. Please provide the total number of respondents who took part in the survey referred to on page 12 of your annual report:
http://www.ombudsman.org.uk/pdfs/publica...
2. Please provide the number of survey respondents whose investigation outcomes were:
Partly Upheld
Not upheld
Resolved
Discontinued
3. Please provide the number of survey respondents, if any, whose complaints were not investigated.
4. Please provide the number of individuals who declined to take part in the survey.
Yours faithfully,
J Roberts
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Dear J Roberts
FDN-243063: Your information request
I write in response to your email of 13 December 2015 in which you made a
request for information held by the Parliamentary and Health Service
Ombudsman (PHSO) in relation to customer survey results published in the
PHSO Annual Report 2014-15. Please see the responses to your specific
questions below.
1. Please provide the total number of respondents who took part in the
survey referred to on page 12 of your annual report
2,001 individuals took part in the survey.
This number breaks down into:
o 1,101 individuals whose case was closed before investigation stage
o 900 individuals whose case was closed after investigation stage.
2. Please provide the number of survey respondents whose investigation
outcomes were: Partly Upheld; Not upheld; Resolved; and Discontinued
Of the 900 surveyed individuals whose case was closed after investigation:
o 109 had their complaint fully upheld
o 267 had their complaint partly upheld
o 472 had their complaint not upheld
o 21 had their complaint closed with further work required by the
organisation complained about
o 31 had their complaint closed for other reasons. These include
complaints which were closed with a mediated outcome between the
complainant and the organisation they were complaining about, and
those complaints discontinued at the request of the complainant.
3. Please provide the number of survey respondents, if any, whose
complaints were not investigated
1,101 surveyed individuals had had their complaint closed before
investigation stage; these complainants did not receive an investigation
into their complaint.
4. Please provide the number of individuals who declined to take part in
the survey
969 individuals declined to take part in the survey.
This number breaks down into:
· 719 individuals whose complaint was closed before investigation
declined to take part in the survey.
· 250 individuals whose complaint was closed after investigation
declined to take part in the survey.
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
[1][email address].
Yours sincerely
Philippa Curran
Legal Assistant
Parliamentary and Health Service Ombudsman
E: [2][email address]
W: [3]www.ombudsman.org.uk
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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 ()
A greater proportion of respondents had their complaints fully upheld than not upheld.
Upheld 416 (109)* 26%
Partly Upheld 1105 (267) (24%)
Not upheld 2279 (472) (21%)
Resolved 236
Discontinued 123
Total 4159
* survey figures in brackets
[Name Removed] (Account suspended) left an annotation ()
An FOIA request pertains to file information - which would have given the detail - not edited highlights.
But in evidence to PACAC,Dame Julie Mellor has stated that all the file on the customer information is on site.
Yet I cannot find the detail of this survey onsite.
::::
Q61 Kelvin Hopkins: I say this because I think on average continental health services spend 2% more of their GDP on health than we do, which is the equivalent of £35 million a year. I think we could make a real difference. Will you provide the Committee with more detailed results for the last measured year and publish these on your website—the number of people surveyed in each group for which satisfaction figures are given and so on? Will you be publishing these on your website?
Dame Julie Mellor: Mick may want to add to this, but I would just say two things. One is that we have used a very similar customer feedback survey for several years. That information is published annually and is on our website. We have gone out and consulted the public on what they want and expect from our service, and developed a service charter, and tomorrow is a very important day because it is the closure of the consultation on the service charter. Once that is finalised, we will need to change the way in which we gather feedback from our customers to make sure we are gathering feedback on the issues that they have told us are important to them and are reflected in our service charter.
Q62 Chair: But, just to be clear, you should publish everything.
Dame Julie Mellor: Yes.
Chair: It is all very well giving us headlines, but there is no case for keeping secret the detail of these surveys, is there?
Dame Julie Mellor: I agree. They are on our website. We publish them.
Chair: So all the detail is on the website.
Dame Julie Mellor: Yes.
Q63 Chair: I am confused about that, because my understanding is you report the headline results, but you do not report the detail.
Dame Julie Mellor: We publish a lot of detail. One of the things that has come out of how we help people be confident in the decision that we make is—
Q64 Chair: Mr Hopkins asked about figures for the number of people surveyed in each group and which satisfaction figures are given. Can you check that out?
Dame Julie Mellor: In terms of the number of people surveyed, the survey is about 2,000 people over the year and 900 of them—
Chair: Yes, but it is the segments of the survey—the categories.
Dame Julie Mellor: Yes, 900 of them are people whose cases we have investigated, so that is getting on for 25% of the cases that we have investigated, and 1,100 are people who have used the service either at that initial stage of getting advice on how to complain—
Chair: Anyway, you are going to put everything on the website.
Dame Julie Mellor: Yes.
http://data.parliament.uk/writtenevidenc...
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J Roberts left an annotation ()
969 people declined to take part in the survey. This is quite a high figure and it may be the case that many of these individuals declined to take part before ever being asked. Individuals who wish to complain about PHSO service or decisions are directed to the Customer Care team, where they are also invited to withdraw themselves from being a potential survey respondent. If the figure of 969 is made up mainly of complainants who declined to be surveyed before being questioned, then the potential pool of respondents would be skewed in favour of those who did not complain.
I note the PHSO in its evidence to PASC reveals a drop in satisfaction from quarter 1 to quarter 2 in respect of respondents whose cases were not upheld - from 52% to 40%:
http://data.parliament.uk/writtenevidenc...