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Great fall in service complaints in two years - 88%

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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

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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

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