My expectations and parliamentary complaints

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phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

In response to Q59 in the recent PACAC scrutiny meeting the following statement was made;

"It has been agreed by the NHS, the Department and the regulators that that [My Expectations] will be the gold standard for each board of every provider to look at how well they are dealing with complaints."

Q1. Does My Expectations cover government bodies investigated under parliamentary complaints?

Q2. If not then what is to be the 'gold standard' for these public bodies?

Q3. How is advocacy to be offered to people making a parliamentary complaint about a public body other than the NHS? Currently there is no advocacy.

Q4. Who will monitor whether the gold standard, My Expectations is met?

Q5. Will a breach of the My Expectations criteria be automatic maladministration?

Yours faithfully,

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.

foiofficer, Parliamentary and Health Service Ombudsman

Dear Ms Reynolds

 

Your information request (FDN-246905)

 

I am writing in response to your email of 31 January 2016 in which you
asked a number of questions.  I will respond to each of these in turn.

 

 1. Does My Expectations cover government bodies investigated under
parliamentary complaints?
    
My Expectations was developed by the Parliamentary and Health Service
Ombudsman (PHSO) in collaboration with the Local Government Ombudsman
and Healthwatch England. It covers health and social care and further
information is available in the ‘My expectations for raising concerns
and complaints’ report which is published online at the following
link:
[1]www.ombudsman.org.uk/__data/assets/pdf_file/0010/28774/Vision_report.pdf

The principles of My Expectations could also be applied to other public
services, including organisations in our ‘parliamentary’ jurisdiction.
 However, because these organisations are so diverse, and not part of one
system like the NHS, different standards will apply in each particular
case.

 

2. If not then what is to be the 'gold standard' for these public bodies?
    
Health and social care providers are expected to implement My Expectations
and can expect to be inspected by the CQC against their performance in
relation to the ‘I’-statements of My Expectations.  We have also developed
the Ombudsman’s Principles
([2]www.ombudsman.org.uk/improving-public-service/ombudsmansprinciples)
which outline the approach we believe public organisations should adopt
when delivering good administration and customer service and how to
respond when things go wrong.

 

3. How is advocacy to be offered to people making a parliamentary
complaint about a public body other than the NHS? Currently there is no
advocacy.

On the parliamentary side of our jurisdiction, there is not a direct
equivalent to the advocacy services that are available to people who wish
to complain about the NHS. However, a number of charities and other
organisations offer advocacy services for people who wish to complain
about non-health services, for example, disability benefits.

4. Who will monitor whether the gold standard, My Expectations is met?

As the quality regulator for the NHS, the Care Quality Commission has
incorporated the ‘I’-statements from My Expectations into its inspection
regime of health and social care across England and into its inspection
handbook. There are five key areas of inspection by the CQC, which are
detailed online here:
[3]www.cqc.org.uk/content/how-we-inspect-and-regulate-guide-providers#five-key-questions. 
The five key areas of focus for inspection are as follows:

(1)  Safety: protecting people from abuse and avoidable harm.

(2)  Effectiveness: people’s care, treatment and support achieve good
outcomes, promote a good quality of life and are based on the best
available evidence.

(3)  Caring: staff involve and treat people with compassion, kindness,
dignity and respect.

(4)  Responsive: services are organised so that they meet people’s needs.
This also requires services to treat every concern as an opportunity to
improve, to encourage its staff to raise concerns without fear of
reprisal, and to respond to complaints openly and honestly.

(5)  Well-led: the leadership, management and governance of the
organisation assures the delivery of high quality person-centred care,
supports learning and innovation, and promotes an open and fair culture.

Each inspection report will include a section on complaint handling and
learning from complaints by the provider that has been inspected.

5. Will a breach of the My Expectations criteria be automatic
maladministration?

My Expectations are not an enforceable standard but we will use My
Expectations and the Ombudsman’s Principles and other relevant guidance,
policies or standards to establish what a complainant should have been
able to expect. Our decision on whether there was maladministration will
be made on the individual circumstances of the case.

 

Yours sincerely

 

 

Aimee Gasston

Freedom of Information / Data Protection Team

Parliamentary and Health Service Ombudsman

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

 

Please email the FOI/DP team at: [5][email address]

 

From: phsothefacts Pressure Group
[mailto:[FOI #313443 email]]
Sent: 31 January 2016 18:19
To: foiofficer
Subject: Freedom of Information request - My expectations and
parliamentary complaints

 

     Dear Parliamentary and Health Service Ombudsman,
    
     In response to Q59 in the recent PACAC scrutiny meeting the
     following statement was made;
    
     "It has been agreed by the NHS, the Department and the regulators
     that that [My Expectations] will be the gold standard for each
     board of every provider to look at how well they are dealing with
     complaints."
    
     Q1. Does My Expectations cover government bodies investigated under
     parliamentary complaints?
    
     Q2. If not then what is to be the 'gold standard' for these public
     bodies?
    
     Q3. How is advocacy to be offered to people making a parliamentary
     complaint about a public body other than the NHS? Currently there
     is no advocacy.
    
     Q4. Who will monitor whether the gold standard, My Expectations is
     met?
    
     Q5. Will a breach of the My Expectations criteria be automatic
     maladministration?
    
     Yours faithfully,
    
     Della Reynolds
    
     phsothefacts Pressure Group
    
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phsothefacts Pressure Group

Dear foiofficer,

As 'My Expectations' is not an enforceable standard I dare say that breaches will be put down to 'oversight' and maladministration will not be found as there is no requirement to adhere to the standard. My expectations is just a bit more window dressing if no one can be held to account by it.

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.

Jt Oakley left an annotation ()

Another one for Myth busters.

The myth that the PHSO's statements of service mean a jot.

Brenda Prentice left an annotation ()

I asked CQC when they last inspected Somerset County Council Adult Social Care services. I was told they don't inspect them only service providers.

I said they are providers the cue is in the title, but no response.

Brenda Prentice left an annotation ()

I asked about ASC because sometimes people need safeguarding from their services or lack of them.....