phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

In January 2015 the Health Select Committee released a report entitled 'Complaints and Raising Concerns.' Point 91 concerned 'external audit' arrangements.

91. The serious criticisms of the Ombudsman from the Patients Association are of
grave concern. We recommend that an external audit mechanism be established to
benchmark and assure the quality of Ombudsman investigations. In her response to
this report we ask the Ombudsman to set out how her organisation is seeking to
address problems with its processes, and a timetable for improvements.

Now six months on, can PHSO provide the following information?

1) When will the external audit mechanism be utilised?

2) How many external auditors will be involved?

3) How will PHSO ensure that the external auditors are independent?

4) How many investigations will be externally audited per annum?

5) Who chooses which investigations go to external audit?

6) Can PHSO share with the public the timetable for improvements to address problems with its processes?

Many thanks,

Della Reynolds
phsothefacts Pressure Group

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


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

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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

D. Speers left an annotation ()

An excellent FOI request which I will follow with interest. Just mindful of what happens when HSC calls for anything from PHSO. Seems "Discretionary Powers" are fully employed as in case of http://www.parliament.uk/business/commit... Maybe since 2011 its changed?

foiofficer, Parliamentary and Health Service Ombudsman

Dear Ms Reynolds

 

Thank you for your email of 10 June 2015 in which you requested
information in the following terms:

 

In January 2015 the Health Select Committee released a report entitled
'Complaints and Raising Concerns.'  Point 91 concerned 'external audit'
arrangements.
91. The serious criticisms of the Ombudsman from the Patients Association
are of grave concern. We recommend that an external audit mechanism be
established to benchmark and assure the quality of Ombudsman
investigations. In her response to this report we ask the Ombudsman to set
out how her organisation is seeking to address problems with its
processes, and a timetable for improvements.

Now six months on, can PHSO provide the following information?

1)  When will the external audit mechanism be utilised?

2)  How many external auditors will be involved?

3) How will PHSO ensure that the external auditors are independent?

4) How many investigations will be externally audited per annum?

5) Who chooses which investigations go to external audit?

6) Can PHSO share with the public the timetable for improvements to
address problems with its processes?

 

I have considered each of your queries as one request rather than
individually for ease of explanation.  I have also considered your request
firstly in a literal interpretation of the terms, and secondly by
attempting to aid and assist in accordance with section 16 of the Freedom
of Information Act 2000 (FOIA).

 

In the first instance I can confirm that the Parliamentary and Health
Service Ombudsman (PHSO) does not hold anything that would specifically
respond to the terms of your request (in accordance with section 1 of the
FOIA).

 

However, interpreting your request more broadly I have considered if the
PHSO holds any information that relates to the subject of your request,
rather than the specific terms.  I can confirm that the subject of the
Health Select Committee recommendation has been acknowledged and is being
considered by the PHSO, in association with another PASC recommendation
relating to a much broader PHSO ‘change programme’.  In addition, we are
moving ahead with our own internal quality assurance projects, including
the use of independent contractors as part of our internal audit process,
and inviting external and independent input into our Quality Committee.

 

However, our work relating to that recommendation itself is still in
development, including that relating to external audit, and is intended
for publication prior to the next sitting of PASCs successor committee,
PACAC.  As such, the information specific to your request is exempt from
disclosure under section 22 of the FOIA.

 

If you have any further queries, or would like to ask for a review of my
decision, you can do so by writing to [1][email address].

 

Regards

 

David Thomas

FOI/Data Protection Officer

Parliamentary and Health Service Ombudsman

E: [2][email address]

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

 

 

 

 

show quoted sections

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. mailto:[email address]
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

D. Speers left an annotation ()

Hmmmmmmm!

phsothefacts Pressure Group

Dear David Thomas,

You have told me absolutely nothing so you are clearly getting the hang of working as a PHSO data protection officer whose primary role is to protect the data from public scrutiny. Well done.

This passage intrigued me though;

"In addition, we are moving ahead with our own internal quality assurance projects, including
the use of independent contractors as part of our internal audit process,
and inviting external and independent input into our Quality Committee."

I am curious to know where these 'external' and 'independent' contractors come from, how they are selected and how they are paid. No point asking more question though, I will just have to wait for all to be revealed at the next PACAC meeting which could be as late as December this year.

Good things are worth waiting for and I will be there to hear and report back via phsothefacts.com

Yours sincerely,

Della Reynolds
phsothefacts Pressure Group

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


Thank you for your e-mail to the Parliamentary and Health Service Ombudsman. This return e-mail shows that we have received your correspondence.

show quoted sections

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

D. Speers left an annotation ()

It appears delay and defend mode is endlessly employed. How about work WITH complainants mode?

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