Number of calls to switchboards and switchboards average time to answer

The request was successful.

William Wetherell

Dear Brighton & Sussex University Hospitals NHS Trust

Under the provisions of the Freedom of Information Act 2000, I am writing to request the following records regarding the Brighton & Sussex University Hospitals NHS Trust telephone switchboards:

1. I request a record of the total number of internal calls to the switchboards for each month from January 2019 to December 2020 inclusive.

2. I request a record of the total number of calls to the switchboards for each month from January 2019 to December 2020 inclusive.

3. I request a record of the average time to answer calls by the switchboards for each month from January 2019 to December 2020 inclusive.

Yours faithfully

William Wetherell

FOI (BRIGHTON AND SUSSEX UNIVERSITY HOSPITALS NHS TRUST), Brighton and Sussex University Hospitals NHS Trust

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FOI (BRIGHTON AND SUSSEX UNIVERSITY HOSPITALS NHS TRUST), Brighton and Sussex University Hospitals NHS Trust

Dear William Wetherell,

Thank you for contacting the Freedom of Information (FOI) Office at Brighton and Sussex University Hospitals NHS Trust. This email confirms that we have received your correspondence.

The NHS continues to face unprecedented challenges associated with the coronavirus (Covid-19) pandemic. While we will make every effort to respond to your request for information our staff remain focused on supporting patient care and restoring vital healthcare services.

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We appreciate your patience and understanding.

Yours sincerely,

Freedom of Information Office
Brighton and Sussex University Hospitals NHS Trust

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FOI (BRIGHTON AND SUSSEX UNIVERSITY HOSPITALS NHS TRUST), Brighton and Sussex University Hospitals NHS Trust

1 Attachment

Dear William Wetherell,

 

Thank you for your recent request for information under the Freedom of
Information (FOI) Act 2000.

 

We are now in a position to respond to your request.

 

Your request:

 

Under the provisions of the Freedom of Information Act 2000, I am writing
to request the following records regarding the Brighton & Sussex
University Hospitals NHS Trust telephone switchboards:

 

1. I request a record of the total number of internal calls to the
switchboards for each month from January 2019 to December 2020 inclusive.

 

2. I request a record of the total number of calls to the switchboards for
each month from January 2019 to December 2020 inclusive.

 

3. I request a record of the average time to answer calls by the
switchboards for each month from January 2019 to December 2020 inclusive.

 

Our response:

 

Under Section 1(1)(a) of the Freedom of Information Act (FOIA), the Trust
can confirm that it holds information relevant to your request and this
has been provided where possible below.

 

1-2.  Please refer to the tables below for the information requested.  We
have broken this data down by hospital site and the figures provided
represent operator calls received Mon – Fri 08:00 -18:00 hrs.  *Due to a
data recording issue in June 2019 this data is incomplete.           

           

Royal
Sussex
County
Hospital JAN - DEC
site 2019
  JAN FEB MAR APRIL MAY JUNE* JULY AUG SEP OCT NOV DEC
TOTAL
NUMBER OF
CALLS 79,993 69,193 72,484 50,198 56,633 50,008 61,155 62,112 75,546 73,701 69,785 72,696
INTERNAL
CALLS to
OPS 21,950 20,137 21,241 18,383 16,606 12,817 19,786 17,289 15,521 20,626 18,473 17,836
Royal
Sussex
County
Hospital JAN - DEC
site 2020
  JAN FEB MAR APRIL MAY JUNE JULY AUG SEP OCT NOV DEC
TOTAL
NUMBER OF
CALLS 94,343 84,169 83,325 50,198 56,633 68,299 61,155 62,112 75,546 73,701 69,785 72,696
INTERNAL
CALLS to
OPS 18,584 16,916 15,571 11,297 12,757 14,406 12,201 12,436 14,024 15,573 13,444 14,144
Princess
Royal
Hospital JAN - DEC
site 2019
  JAN FEB MAR APRIL MAY JUNE* JULY AUG SEP OCT NOV DEC
TOTAL
NUMBER OF
CALLS 32,454 29,001 27,925 20,564 20,360 29,077 24,844 21,250 28,250 28,012 27,974 27,770
INTERNAL
CALLS to
OPS 3,613 3,256 3,295 3,429 3,355 2,950 3,406 3,226 3,228 3,256 2,979 2,647
Princess
Royal
Hospital JAN - DEC
site 2020
  JAN FEB MAR APRIL MAY JUNE JULY AUG SEP OCT NOV DEC
TOTAL
NUMBER OF
CALLS 32,467 29,245 29,882 20,564 20,360 23,933 24,844 21,250 28,250 28,012 27,974 27,770
INTERNAL
CALLS to
OPS 3,050 2,744 2,591 1,670 2,203 2,355 2,333 2,062 2,252 2,446 2,543 2,440

           

3.  The Trust does not hold information in the format requested.  It would
require considerable time and complex analysis in order to calculate the
‘average time’ figures you are seeking.  The Trust is not obligated under
the FOIA to create new information for the purpose of answering a FOI
request.  On this basis, this information is not considered held by the
Trust and therefore not available under the Act.

 

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We hope that you find the information provided helpful.

 

Yours sincerely,

 

Freedom of Information Office

Brighton and Sussex University Hospitals NHS Trust

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William Wetherell

Dear Brighton & Sussex University Hospitals NHS Trust

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

I am writing to request an internal review of Brighton & Sussex University Hospitals (BSUH) NHS Trust's handling of my FOI request 'Number of calls to switchboards and switchboards average time to answer'.

Under the provisions of the Freedom of Information Act 2000, I requested the following records regarding the BSUH telephone switchboards:

1. I requested a record of the total number of internal calls to the switchboards for each month from January 2019 to December 2020 inclusive.

2. I requested a record of the total number of calls to the switchboards for each month from January 2019 to December 2020 inclusive.

3. I requested a record of the average time to answer calls by the switchboards for each month from January 2019 to December 2020 inclusive.

For request 3 BSUH has stated it does not hold information in the format requested. It has stated it would require considerable time and complex analysis in order to calculate the ‘average time’ figures you are seeking. It is not obligated under the FOIA to create new information for the purpose of answering a FOI request. On this basis, this information is not considered held by BSUH and therefore not available under the Act.

I am requesting an internal review of my request for record 3 because I have evidence that BSUH does hold a record of the average time to answer calls by the switchboards for each month from January 2019 to December 2020 inclusive.

I have previously corresponded with Mr Wilson Sharpe, Assistant Director IT, at BSUH and he has provided me with a Powerpoint presentation entitled "IMT Combined Performance Report Oct 20 0.1". This presentation contains a slide entitled "BSUH Switchboard Average Time to Answer". This slide contains data of "Avg Time Taken to Answer in Secs PRH & RSCH combined" from July 2019 to October 2020, which is some of the data I requested. I am happy to receive the information in response to my request for record 3 in the format in which it is held in the IMT Combined Performance Report.

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

Yours faithfully

William Wetherell

Brighton and Sussex University Hospitals NHS Trust

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Sent a follow up to Brighton and Sussex University Hospitals NHS Trust again, using a new contact address.

FOI (UNIVERSITY HOSPITALS SUSSEX NHS FOUNDATION TRUST), Brighton and Sussex University Hospitals NHS Trust

Dear William Wetherell,

We are writing to acknowledge your request for an Internal Review regarding your recent request for information under the Freedom of Information (FOI) Act (our ref: FOI007141). Your appeal request was received in our office on: 03/04/2021

BSUH NHS Trust is committed to its responsibilities under the Freedom of Information Act 2000 and we regret that you are unhappy with the Trust’s response to your request. Please know that we are looking into this matter with urgency and will reply more fully in due course. Under the Freedom of Information Act, we have 20 working days in which to respond.

In the meantime if we can be of further assistance please do not hesitate to contact the Trust by replying to this email.

Yours sincerely

Freedom of Information Office

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FOI (UNIVERSITY HOSPITALS SUSSEX NHS FOUNDATION TRUST), Brighton and Sussex University Hospitals NHS Trust

1 Attachment

Dear William Wetherell,

 

Thank you for your email regarding your recent FOI request.  Although we
appreciate that you are not satisfied with the processing of your request,
it is not necessary in this case to request an internal review.  We are
happy to reconsider our response and provide the information we hold where
appropriate.

 

With the additional information you provided about question 3 of your
request, we were able to locate the presentation you refer to. 
Information of this nature was previously considered for disclosure, but
was not initially provided on the basis that we did not think it met the
broad criteria of your request.  Now that we have a better understanding
of the information you are seeking, we again contacted the relevant
information leads in the Trust who have revised the chart contained in the
presentation you mentioned.  This revised chart now includes data for each
month from January 2019 to December 2020 as requested.

 

[1]cid:image003.png@01D72BA2.E8672890

 

 

We hope this now satisfies your request, but please let us know if you
have any questions or require anything further.  Please note the Trust’s
new email address for FOI assistance and requests –
[2][email address]   We apologise for any inconvenience caused by our
initial response to your request.

 

Yours sincerely,

 

Freedom of Information Office

University Hospitals Sussex NHS Foundation Trust

 

 

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William Wetherell

Dear Freedom of Information Office

Thank you for this.

Yours faithfully

William Wetherell