Happiness of complainants with PHSO service

D. Moore made this Freedom of Information request to Parliamentary and Health Service Ombudsman

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Dear Parliamentary and Health Service Ombudsman,

In her evidence to the Pacac committee on 22 January 2019, Amanda Campbell cited figures for complainants who were 'happy' with the sevice they had received. She stated that 85% of complainants who had their complaints upheld were happy, and that
49% of complainants who did not have their complaints upheld held were happy.

1. Please provide the number of complainants in each of the two categories to which the figures of 85% and 49% relate.

2. Please provide the question complainants were asked to elicit how happy they felt with the service they had received.

3. Please provide the number of complainants who were asked how happy they felt with the PHSO service but who did not respond to the question.

Yours faithfully,

D Moore

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

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phsothefacts Pressure Group left an annotation ()

Good question. The Service Charter data doesn't provide this information so how did PHSO independently source it? Also, when in the process were they asked? At the beginning or at the end? If you have your case upheld there is no reason for you to be unhappy so even the quite probably bloated figure of 85% shows that 15% of people who have the outcome they are looking for are still dissatisfied. So it is not all about the outcome - as also stated by Amanda Campbell.

InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear D Moore

 

RE: Your information request: R0000490

                            

I write in response to your email of 27 January 2019 regarding your
request for information made under the Freedom of Information Act 2000 to
the Parliamentary and Health Service Ombudsman (PHSO).

 

Request:

 

1.  Please provide the number of complainants in each of the two
categories to which the figures of 85% and 49% relate.

 

2.  Please provide the question complainants were asked to elicit how
happy they felt with the service they had received.

 

3.  Please provide the number of complainants who were asked how happy
they felt with the PHSO service but who did not respond to the question.  

 

Response

 

1.       85% = 34 of 40 complainants

          49% = 170 of 345 complainants

 

2. How satisfied or dissatisfied are you with the overall level of
customer service that you have received from the Ombudsman? Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

 

3.  85% = 34 of 40 complainants

     Number who did not respond to the question = 0

 

    49% = 170 of 345 complainants

    Number who did not respond to the question = 4 (3 stated 'don't know'
and 1 refused to answer).

 

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Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

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J Roberts left an annotation ()

D Moore,

If respondents had replied that they were 'happy' I'm not sure that Amanda Campbell would have said they were 'fairly satisfied'.

These figures show the number of complainants who participated in the research. We don't know if the process of selection was wholly random. Were they chosen from a group who had previously agreed to participate in a customer feedback survey? If wholly random, how many chose not to participate?