Monitoring of calls

Susan Wilkinson made this Freedom of Information request to Parliamentary and Health Service Ombudsman

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

Is there any system for monitoring calls to the advice line and corporate queries line for information such as call volume, call length, types of caller (ie. the public, nhs employee or other) advice given?

Yours faithfully,

Susan Wilkinson

foiofficer, 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

foiofficer, Parliamentary and Health Service Ombudsman

By email
Ms Susan Wilkinson

30 October 2013

Dear Ms Wilkinson

Your information request (FDN-174834)

Further to your email of 6 October 2013, I am writing in response to your information request.

In your email, you asked: ‘Is there any system for monitoring calls to the advice line and corporate queries line for information such as call volume, call length, types of caller (ie. the public, nhs employee or other) advice given?’

Members of staff who respond to corporate queries most often respond to email enquiries. If a phone call was received, volumes or lengths would not be recorded but a record would be made of who the enquiry came from, any organisation they might represent, the nature of the enquiry and our response.

There is a system for monitoring calls on the advice line; for example, a Customer Services Team Leader can remotely listen into the calls of a Customer Services Officer in real-time, but calls are not usually recorded.

Details of call volume and length will be held for calls that have been recently made. In terms of call types, the only information that we routinely record in relation to this are the ‘wrap-up’ codes used by Customer Service Officers when taking calls on the advice line. These codes – such as ‘new enquiry’, ‘Review Team’, or ‘service delivery’ – are entered by staff at the end of each call taken. Telephone notes will usually be made in relation to calls taken in relation to specific cases, but not always in relation to more general enquiries.

I hope that this information is helpful. If you have any concerns about a complaint which you have brought to PHSO, please let us know. Information about what to do if you are unhappy with our service is available on our website at: www.ombudsman.org.uk/make-a-complaint/un...

Yours sincerely

Aimee Gasston
Freedom of Information/Data Protection Officer
Parliamentary and Health Service Ombudsman
W: www.ombudsman.org.uk

Please email the FOI/DP team at: [email address]

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[Name Removed] (Account suspended) left an annotation ()

If a phone call was received, volumes or lengths would not be recorded but a record would be made of who the enquiry came from, any organisation they might represent, the nature of the enquiry and our response.

:::::::::::::::

If you haven't already, you could ask for all files with your name on them under DPA .. Although you may be shocked at the 'misquotes' and 'misunderstandings' recorded on these files.

Even my name wasn't recorded correctly in some of the files retrieved.... Although to be fair to the FoI team, I think most wrong named files were included.

So there may be files with your name on them missing on these grounds.( and others)

You have the right, as it is incorrect information about you, to add the correct information to the files. But the wrong information is also left on file - as it is a record of what they got wrong.

This is annoying.... but might be handy if you have to go to court later, as your case might have progressed on the 'misapprehension' of a careless PHSO employee.

Dear foiofficer,

Could you tell me what the code is for advice to NHS

Yours sincerely,

Susan Wilkinson

foiofficer, 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

foiofficer, Parliamentary and Health Service Ombudsman

Dear Ms Wilkinson

Further to your email of 3 November 2011, I can confirm that there is no 'wrap-up' code used by Customer Service Officers which corresponds with 'advice to the NHS'.

As I advised in my previous response, if you have any concerns about a complaint which you have brought to PHSO, please let us know. Information about what to do if you are unhappy with our service (including our interaction with the NHS about a complaint) is available on our website at: www.ombudsman.org.uk/make-a-complaint/un...

Yours sincerely

Aimee Gasston
Freedom of Information / Data Protection Officer
Parliamentary and Health Service Ombudsman

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Dear foiofficer,

I'm afriad your response is contradictory to previous responses. From your previous responses we have established that the advice line will advise the NHS and that the advice line uses a wrap up code for each call taken. It therefore follows that there must be a wrap up code used for advice to the NHS.

I therefore repeat my request of 3 November:
What wrap up code is used for advice to the NHS?

I expect my answer by the due date for the original request.

Yours sincerely,

Susan Wilkinson

foiofficer, 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

foiofficer, Parliamentary and Health Service Ombudsman

Dear Ms Wilkinson

The reason that I advised we did not have a code for giving advice to the NHS is because it is not the Ombudsman's role to provide advice to NHS organisations on specific complaints. If an NHS organisation rang the helpline and wanted to discuss an individual case, we would explain to them that we cannot provide specific advice in relation to individual cases and the wrap-up code used would be 'contact'. If an NHS body rang the helpline with a more general enquiry, they would be passed to the corporate queries or external affairs team. If this happened, the code 'communications' would be used.

I hope this is helpful. As we have advised before, if you have any concerns about a complaint which you have brought to PHSO, please let us know.

Yours sincerely

Aimee Gasston
Freedom of Information / Data Protection Officer
Parliamentary and Health Service Ombudsman

W: www.ombudsman.org.uk

Please email the FOI/DP team at: [email address]

show quoted sections

C Rock left an annotation ()

JtO.. "you may be shocked at the 'misquotes' and 'misunderstandings' recorded on these files".

I too have asked for DPA access to my case notes and was similarly shocked but no longer surprised at the inaccuracies and assumptions noted in their VisualFiles and what 'they' considered had been the meat of communications.

In fact it bore a very similar trend to inaccuracies recorded in GP medical notes - all denied of course. Fortunately our diaries will show facts and experiences recorded at the time.

Brenda Prentice left an annotation ()

PHOS may not provide ‘advice’, but it certainly gives ‘feedback’, which by any other name is advice, in sheep’s clothing.

I have two examples one to the local hospital on how to avoid any more complaints from me after they closed all 6 complaints with no investigation.

And one to the mental health partnership, it says, ‘May I provide some feedback that your complaints staff may find helpful. In cases out of time, some NHS bodies will explain that this is the case, but go on to answer the concerns. There is nothing wrong with such a decision. However, when that path is followed, an NHS body will then fall under the remit of the Ombudsman if a complaint is made to this office, and we will assess whether all the answers you provide were reasonable. On the other hand if an NHS body decided that the complaint is out of time and stops at that point, our role would be limited to assessing if the out of time decision was reasonable’.

Needless to say I did not know that, and if I had, I could have made a further complaint about the partnership, but that was not shared with me.

What was that about being open clear fair transparent…..?

Della left an annotation ()

Clear evidence of PHSO collusion I would say Brenda Prentice. I'm sure PASC would be interested in seeing the evidence for that.

Dear Parliamentary and Health Service Ombudsman,

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Parliamentary and Health Service Ombudsman's handling of my FOI request 'Monitoring of calls'.

Why did the information officer not give me this answer to start with? There can be no disputing that the FOI officer has wasted an enormous amount of time and therefore public money in avoiding giving me this information and attempting to give me the impression that PHSO does advise NHS trusts on ongoing complaints. Why is this?

A full history of my FOI request and all correspondence is available on the Internet at this address: https://www.whatdotheyknow.com/request/m...

Yours faithfully,

Susan Wilkinson

foiofficer, 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

Complaintsphso, Parliamentary and Health Service Ombudsman

3 Attachments

PROTECT

Dear Ms Wilkinson

 

We are sorry that you are dissatisfied with our handling of your
information request under reference: FDN-174834.

 

Under our internal complaints procedure, your complaint has been passed to
the Head of Risk, Assurance and Programme Management Office, Mr Steve
Brown. Mr Steve Brown will consider your concerns and will send you a full
reply once his review is complete. This review of your complaint is the
only review that we will undertake. 

 

We aim to reply to such complaints within 40 working days.

 

Yours sincerely

 

 

Ombudsman’s Review Team

Parliamentary and Health Service Ombudsman

T: 0300 061 4076

E: [1][email address]

W: [2]www.ombudsman.org.uk

 

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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

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[Name Removed] (Account suspended) left an annotation ()

Here is an example of the standard of note taking from the records Susan.

'.... look into the potins(sic) she had raised and get some information from the relevnat(sic) people before deciding how to respond to her. She siad(sic) that she knew that meant I would send it back to Suzannah and what's the point in that?'

The rest of it was subject of a formal complaint - as it was factually incorrect and the record had to be out straight. It's been over three months now to investigate the phone call, which, unfortunately for the investigator ... I taped.

This is how the PHSO operates. If it cannot deny, it simply ignores any justified complaint.

So I would ask for all the FOI information available. The PHSO has to be reminded that handwritten notes are included in the Act, as they did not supply them to me at first.

The handwritten notes proved that the case had been mishandled, so it is important to emphasise that they must be included.

Brown Steve, Parliamentary and Health Service Ombudsman

4 Attachments

 

 

Steve Brown

Head of Risk, Assurance and Programme Management Office

Parliamentary and Health Service Ombudsman

E: [1][email address]

W: [2]www.ombudsman.org.uk

 

Follow us on

[3]fb  [4]twitter  [5]linkedin

 

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. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
3. http://www.facebook.com/phsombudsman
4. http://www.twitter.com/PHSOmbudsman
5. http://www.linkedin.com/company/parliame...