Great fall in service complaints in two years - 88%

J Roberts made this Freedom of Information request to Parliamentary and Health Service Ombudsman

Automatic anti-spam measures are in place for this older request. Please let us know if a further response is expected or if you are having trouble responding.

Parliamentary and Health Service Ombudsman did not have the information requested.

Dear Parliamentary and Health Service Ombudsman,

I see from your response ref. FOI114 that the number of service complaints you received in recent years has fallen dramatically (88% in two years).

2017/18 - 1013
2018/19 - 212
2019/20 - 122
https://www.whatdotheyknow.com/request/c...

1. Please provide information relating to the steep fall in service complaints. If a conscious effort was made to reduce the number of service complaints, please provide details of any plans, strategies or measures implemented designed to bring about the fall.

2. If the fall has been commented on by board members or other senior key personnel please provide details.

Yours faithfully,

J Roberts

InformationRights, 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 aim to 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 we aim to respond 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.

Please note that we are currently experiencing a high demand, and might
not be able to comply with the statutory deadline for your request. Any
late responses can be referred to the Information Commissioner’s Office:

https://ico.org.uk/

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:
https://www.ombudsman.org.uk/about-us/co...
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. Angharad Jackson Data Protection Officer & Assistant Director
Information Assurance Office of the Parliamentary and Health Service
Ombudsman PHSO CityGate 47-51 Mosley Street Manchester M2 3HQ
[email address]

phsothefacts Pressure Group left an annotation ()

Would it be cynical to suggest that the Ombudsman has redetermined the definition of 'service complaint?

J Roberts left an annotation ()

Cynicism or miracles, and I know which one I'll take!

I can't find anything on the PHSO website to explain the fall.

Your excellent number-crunching makes the fall all the more puzzling.

https://phsothetruestory.com/phso-data-t...

Given that the fall is so dramatic, one would think the matter would have been discussed. But then there is the question of whether a record would exist.

I note this from the board minutes of June 2020:

'16.2 It was apparent that many Board members felt that more ‘open spaces’ were needed for discussion of strategic matters outside of formal Board meetings.

• New policies could be discussed with groups of non-executive members outside of the formal Board setting.

• It would be interesting to get the views of others (non-Board members) who attended Board meetings.

• The Board needed more space for external voices.

https://www.ombudsman.org.uk/sites/defau...

A move away from openness and transparency (not that the PHSO was ever renowned for being open and transparent)?

InformationRights, Parliamentary and Health Service Ombudsman

Dear J Roberts,

 

Thank you for submitting a request for information to PHSO.

 

Please note that the Information Rights Team is currently experiencing a
high demand for its services, and is not able to comply with the statutory
deadline for your request. Please accept our apologies for this. We will
respond to your request as soon we can.

 

We have notified the Information Commissioner’s Office about this issue.
However, should you wish you may refer your own request to the Information
Commissioner’s Office. Details on how to do so can be found at the
following website:

 

[1]https://ico.org.uk/

 

Regards,

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [2][PHSO request email]

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

 

References

Visible links
1. https://ico.org.uk/
2. mailto:[PHSO request email]
3. http://www.ombudsman.org.uk/
https://urldefense.proofpoint.com/v2/url...

Dear InformationRights,

Will I soon get a response?

Yours sincerely,

J Roberts

InformationRights, Parliamentary and Health Service Ombudsman

Dear J Roberts

Our reference: FOI 179
Your request for information

Thank you for your request of 7 February 2021 in which you requested information from the Parliamentary and Health Service Ombudsman. Your request has been handled in accordance with the Freedom of Information Act 2000.

Due to the impact of the ongoing pandemic on our services we have unfortunately not been able to respond within the appropriate timeframe. We sincerely apologise for the excessive delay on this request and for any inconvenience caused. We thank you for your patience and understanding during this difficult time.

Your request:
“1. Please provide information relating to the steep fall in service complaints. If a conscious effort was made to reduce the number of service complaints, please provide details of any plans, strategies or measures implemented designed to bring about the fall.
2. If the fall has been commented on by board members or other senior key personnel please provide details.”

Our response:
1. We do not hold any information within scope of this part of your request.

2. Please note all of our board meeting minutes are available on our website via the following page: https://www.ombudsman.org.uk/about-us/wh...
As this information is reasonably accessible it is exempt under Section 21 of the Freedom of Information Act 2000, which means we do not have to send you a copy.

If you believe we have made an error in the way we 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 [PHSO 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 (www.ico.org.uk).

We hope that this clarifies matters and apologise again that we did not provide this response sooner.

Yours sincerely

Freedom of Information/Data Protection Team
Parliamentary and Health Service Ombudsman
E: [PHSO request email]
W: www.ombudsman.org.uk

J Roberts left an annotation ()

Given that the recorded fall is so great, one would not expect Trustpilot to be full of negative reviews of the PHSO. But it is... and they keep coming:

https://www.whatdotheyknow.com/request/p...

J Roberts left an annotation ()

PHSO latest:

Performance against our Service Charter 2021/22 Quarter 1 (April to June)

https://www.ombudsman.org.uk/publication...

Some figures:

Following an open and fair process

5. We will listen to you to make sure we understand your complaint

Quarter 1 (Apr - Jun 2021) - 68%
Change from Quarter 4 - minus 7%

6. We will explain the specific concerns we will be looking into

Quarter 1 (Apr - Jun 2021) – 68%
Change from Quarter 4 – minus 12%

8. We will gather all the information we need, including from you and the organisation you have complained about before we make our decision

Quarter 1 (Apr - Jun 2021) – 44%
Change from Quarter 4 - minus 6%