Dear Parliamentary and Health Service Ombudsman,

Please tell me the exact definition of Historic Cases when used by PHSO.
How have Historic cases been processed in the past and how are the being processed now.

Yours faithfully,

Brenda Prentice

informationrights@ombudsman.org.uk, 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 will 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 will be responded to 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.
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:
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3 Attachments

Dear Brenda Prentice

 

RE: Your information request: R0000531

         

I write in response to your email of 16 February 2019 regarding your
request for information made under the Freedom of Information Act 2000 to
the Parliamentary and Health Service Ombudsman (PHSO).

 

Request:

 

Please tell me the exact definition of Historic Cases when used by PHSO.

How have Historic cases been processed in the past and how are they being
processed now.

 

Response

 

This is not a formal term used within our casework process therefore no
such definition is held.

 

You may have come across the term through our annual scrutiny sessions
with the Public Administration and Constitutional Affairs Select
Committee. As part of this scrutiny, the Committee referred to evidence
submitted to it about ‘cases where the original incident had occurred a
number of years previously’. Although, as outlined, this is not a formal
term used in our casework processes the relevant chapter on this issue in
the Committee’s report was headed as ‘historic complaints’ and it is these
cases where this term has most frequently been used. The full report is
available on parliament’s website [1]here. We responded to that report
agreeing with the Committee’s recommendation that ‘PHSO is not the correct
body to carry out inquiries into historic cases’, referring back to the
term used by the Committee itself in its report. A copy of our full
response to the Committee is available [2]here.

 

If you believe we have made an error in the way I 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
[Parliamentary and Health Service Ombudsman request email]. You will need to specify that 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 ([3]www.ico.org.uk).

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

W: [4]www.ombudsman.org.uk

 

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Fiona Watts left an annotation ()

Dear PHSO Freedom of Information Team,

It is challenging to read your feedback to Brenda Prentice on here without requesting an explanation for what happened when Mick Martin was CEO in 2014.

The PHSO feedback on here is challenging to read because in 2014 PHSO directors led me to believe that I was one of the "historic cases".

In 2014, Della Reynolds of PHSO the facts Pressure Group hand delivered my case with other "historic cases" at a meeting with your previous CEO Mick Martin.

I refer you to the email I received from Dr Gavin McBurnie (The Head of Complex Investigations at the PHSO in 2014)

Date; 10.50AM 24th October 2014

"Good morning Ms Watts,

I am contacting you with regards about your complaints about the PHSO. I would like the opportunity to speak to you and hear directly from you, your concerns and what you would like the PHSO to achieve for you."

The email continued and many more followed, along with chats and updates until the day before Christmas 2014, my case was rejected again in a confusing letter from Dr McBurnie. I use the word confusing because his 4 page letter managed to side-step around every serious issue that I had been unable to resolve since March 2004.

A)
My point to you is this;
if the PHSO is not suitable then how is one to best resolve errors, maladministration or lost data as a consequence of complying with all Complaints Protocols right up to the Ombudsman?

B)
Please explain what I was part of when my HISTORIC CASE of one year was subject to an HISTORIC REVIEW by the PHSO in 2014 because you're implying that the phrase "Historic Cases" is one imagined by previous stakeholders to the PHSO?

C)
Does this mean that as a consequence of your FOI reply on here, I should consider myself to be the victim of Corporate Fraud?

D)
When people are at their most vulnerable and exhausted; for what purpose would an Ombudsman wish to exhaust them more

E)
If the remit of reviewing any complaints against the PHSO is not within the remit of the PHSO then why would the PHSO staff wish to waste more of our time and resources complying with a fake remit?

I look forward to being provided best clarity to the queries generated by your response to Brenda Prentice's FOI.

Many thanks

Fiona Watts

@magnacarta300

Brenda Prentice

Dear InformationRights,

Thank you for your reply, but the term 'Historic Cases' has been used for a very long time and by PHSO. Therefor it seems logical that PHSO is working to some formula to decide what can be referred to as Historic.

Please tell me what the formula is?

https://publications.parliament.uk/pa/cm...

Yours sincerely,

Brenda Prentice

Informationrights@ombudsman.org.uk, 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 will 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 will be responded to 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.
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:
www.ombudsman.org.uk/about-us/being-open...
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.

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Brenda Prentice

Dear Parliamentary and Health Service Ombudsman,

In this article https://www.theguardian.com/society/2014...
Historic cases are referred to:

"• This article was amended on 15 October 2014. It originally stated that until recently, it was rare for the PHSO to take on historic cases. This is not the case. It was further amended to make clear that older complaints could now be be reviewed more regularly as a result of changes to how historic cases are dealt with, not as a result of the lowering of the threshold for investigation and the shortening of assessment times".

If there is no such thing as a historic case why have they been referred to for such a long time as such and if this is a mistake, why has it not been rectified?

Are you sure your response to my question is correct?

I would like to request a review of your response.

Yours faithfully,

Brenda Prentice

informationrights@ombudsman.org.uk, 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 will 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 will be responded to 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.
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:
www.ombudsman.org.uk/about-us/being-open...
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.

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Dear Parliamentary and Health Service Ombudsman,

I am requesting an internal review.

By law you should have responded by now, but this has not happened, again.

You will see by an annotation that the words Historic Cases are often used to this person; and to many others including myself.

"The PHSO feedback on here is challenging to read because in 2014 PHSO directors led me to believe that I was one of the "historic cases".

Is this the sort of administrative error referred to by Mr Burgess in his New Society article in 1983? If so nothing has changed in 35 years.

Yours faithfully,

Brenda Prentice

informationrights@ombudsman.org.uk, 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 will 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 will be responded to 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.
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:
www.ombudsman.org.uk/about-us/being-open...
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.

______________________________________________________________________
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______________________________________________________________________

Dear Parliamentary and Health Service Ombudsman,

Dear Parliamentary and Health Service Ombudsman,
I am requesting an internal review.
By law you should have responded by now, but this has not happened, again.
You will see by an annotation that the words Historic Cases are often used to this person; and to many others including myself.
"The PHSO feedback on here is challenging to read because in 2014 PHSO directors led me to believe that I was one of the "historic cases".
Is this the sort of administrative error referred to by Mr Burgess in his New Society article in 1983? If so nothing has changed in 35 years.
Yours faithfully,
Brenda Prentice

Yours faithfully,

Brenda Prentice

informationrights@ombudsman.org.uk, 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 will 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 will be responded to 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.
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:
www.ombudsman.org.uk/about-us/being-open...
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.

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InformationRights, Parliamentary and Health Service Ombudsman

5 Attachments

Dear Brenda Prentice

 

Thank you for the attached emails chasing up responses to emails you sent
to PHSO on 4 March 2019 whereby you submitted an internal review and an
additional question which is being handled as a new request.

 

Both matters are in progress and we are still within the statutory 20
working day timeframe permitted to respond. We therefore aim to provide
you with responses on or before 1 April 2019.

 

Please note that no subsequent internal review is able to be completed on
any new request submitted until completion of that request.

 

Yours sincerely

 

Freedom of Information/Data Team

Parliamentary and Health Service Ombudsman

W: [1]www.ombudsman.org.uk

 

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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Brenda Prentice

 

RE: Your information request: R0000562

                            

I write in response to your email to the Parliamentary and Health Service
Ombudsman (PHSO) dated 4 March 2019 requesting information under the
Freedom of Information Act 2000

 

Request:

 

Thank you for your reply, but the term 'Historic Cases' has been used for
a very long time and by PHSO. Therefore it seems logical that PHSO is
working to some formula to decide what can be referred to as Historic.

 

Please tell me what the formula is?

 

[1]https://publications.parliament.uk/pa/cm...

 

Response

 

No specific ‘formula’ is in place setting out what is referred to as
‘historic’ so this information is not held. As advised previously this is
not a term used within our casework process. It may be helpful to explain
that we do use the term ‘aged cases’ in our casework and our definition of
that is those cases which have been open in our system for more than 12
months from the point of receipt. 

 

These cases are different to the types of ‘historic cases’ referenced in
our previous response and that PACAC are referring to in their scrutiny
sessions. These ‘historic’ cases are long closed and although there is not
a formal definition that we use, we believe they would be defined as where
the complainant continues to challenge the outcome even though they are no
longer active in our system as a ‘live’ case that we are still
investigating.

 

If you believe we have made an error in the way I 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
[2][Parliamentary and Health Service Ombudsman request email]. You will need to specify that 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 ([3]www.ico.org.uk).

 

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

W: [4]www.ombudsman.org.uk

 

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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Ms Prentice,

 

Internal Review of Freedom of Information Request

 

I write in response to your email of 4 March in which you request an
Internal Review of our response to your request for information. I have
reconsidered your correspondence and our response to you.

 

Timeliness of Response

 

The response to your request was within the 20 working days stipulated by
section 10(1) of the Freedom of Information Act 2000.

 

Information Provided

 

You requested the following information on 16 February:

 

Please tell me the exact definition of Historic Cases when used by PHSO.

How have Historic cases been processed in the past and how are they being
processed now.

 

We responded to your request on 28 February:

 

This is not a formal term used within our casework process therefore no
such definition is held.

You may have come across the term through our annual scrutiny sessions
with the Public Administration and Constitutional Affairs Select
Committee. As part of this scrutiny, the Committee referred to evidence
submitted to it about ‘cases where the original incident had occurred a
number of years previously’. Although, as outlined, this is not a formal
term used in our casework processes the relevant chapter on this issue in
the Committee’s report was headed as ‘historic complaints’ and it is these
cases where this term has most frequently been used. The full report is
available on parliament’s website [1]here. We responded to that report
agreeing with the Committee’s recommendation that ‘PHSO is not the correct
body to carry out inquiries into historic cases’, referring back to the
term used by the Committee itself in its report. A copy of our full
response to the Committee is available [2]here.

 

You requested an internal review on 4 March.

Conclusion

 

After further enquiries I can confirm that as per our previous response,
there is no specific ‘definition’ or ‘formula’ that defines a historic
case in respect of our current casework process – although it may of
course have been used in the past as a word to describe a number of
different types of older case. We do currently use the term ‘aged cases’
to define those complaints that are still active in our system and are
over 12 months old, although these are different to the types of cases
referred to by the Public Administration and Constitutional Affairs
Committee (PACAC) in its report (and to which we understand you are
referring as per our previous response).

 

In light of the above your complaint is not upheld. The response to your
information request was correct and no further information is held within
the scope of your request.

 

If you remain unhappy with our response, it is open to you to complain to
the Information Commissioner’s Office ([3]www.ico.org.uk).

 

Yours sincerely,

 

 

Andrew Martin

Freedom Of Information/Data Protection Manager

Parliamentary and Health Service Ombudsman

W: [4]www.ombudsman.org.uk

 

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Dear InformationRights,
Your answer is astonishing. There is historical evidence of PHSO using this term and it didn't even know what is was!

Yours sincerely,

Brenda Prentice

Informationrights@ombudsman.org.uk, 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 will 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 will be responded to 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.
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:
www.ombudsman.org.uk/about-us/being-open...
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.

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