Number of fully upheld cases for 2015-16

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phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

1. In your annual report you state that you partly or fully upheld 1,543 complaints. Can you provide me with a breakdown of how many were fully upheld and how many were partly upheld?

2. Can you also give me any indication as to why this information is not automatically recorded in the annual report each year?

3. On p12 of your report you state that you referred 7,716 complaints for more in-depth consideration, step two in your process in 2015-16. On p14 of the report you state that you assessed 8,125 complaints in 2015-16. Where did the other 409 cases come from?

4. You passed 3,938 complaints onto the investigation team and closed 4,016 complaints after initial assessment. Can you provide me with a breakdown as to the reasons why the 4,016 complaints which were assessed were not investigated?

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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


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InformationRights, Parliamentary and Health Service Ombudsman

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Dear Ms Reynolds

 

Your information request: FDN-274358

 

I write in response to your email of 27 January 2017, in which you
requested information held by the Parliamentary and Health Service
Ombudsman (PHSO).

 

I have considered your request under the provisions of the Freedom of
Information Act 2000 (FOIA). Please find the information in response to
your request below.

 

1. In your annual report you state that you partly or fully upheld 1,543
complaints.  Can you provide me with a breakdown of how many were fully
upheld and how many were partly upheld?

 

Upheld: 347

Partly upheld: 1,196

 

2. Can you also give me any indication as to why this information is not
automatically recorded in the annual report each year?

 

I can confirm under section 1 of the FOIA that we do not hold this
information. The annual report compares complaints that are not upheld
with those where we have upheld the complaint in part or full.

 

3.  On p12 of your report you state that you referred 7,716 complaints for
more in-depth consideration, step two in your process in 2015-16.  On p14
of the report you state that you assessed 8,125 complaints in 2015-16. 
Where did the other 409 cases come from?

 

There were 7,716 cases passed for assessment from the preliminary stage
during 2015/16 and 8,125 were completed at the assessment stage during the
year. This is due to the fact that there were 1,541 cases already at the
assessment stage at the start of 2015/16.

 

4.  You passed 3,938 complaints onto the investigation team and closed
4,016 complaints after initial assessment.  Can you provide me with a
breakdown as to the reasons why the 4,016 complaints which were assessed
were not investigated?

 

Supported complainants in getting a resolution from the organisation
involved: 1,360

Out of the Ombudsman’s remit: 137

Withdrawn/not pursued by complainant: 290

Complaints where there was nothing further we could do: 2,229

 

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error in the way your information request has been processed, it is open
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to specify what 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 ([2]www.ico.org.uk).

 

Yours sincerely

Freedom of Information and Data Protection Team

Parliamentary and Health Service Ombudsman

[3]www.ombudsman.org.uk

 

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From: phsothefacts Pressure Group
[mailto:[FOI #384790 email]]
Sent: 27 January 2017 08:38
To: InformationRights
Subject: FDN-274358 Freedom of Information request - Number of fully
upheld cases for 2015-16

 

Dear Parliamentary and Health Service Ombudsman,

1. In your annual report you state that you partly or fully upheld 1,543
complaints.  Can you provide me with a breakdown of how many were fully
upheld and how many were partly upheld?

2. Can you also give me any indication as to why this information is not
automatically recorded in the annual report each year?

3.  On p12 of your report you state that you referred 7,716 complaints for
more in-depth consideration, step two in your process in 2015-16.  On p14
of the report you state that you assessed 8,125 complaints in 2015-16. 
Where did the other 409 cases come from?

4.  You passed 3,938 complaints onto the investigation team and closed
4,016 complaints after initial assessment.  Can you provide me with a
breakdown as to the reasons why the 4,016 complaints which were assessed
were not investigated?

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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phsothefacts Pressure Group

Dear InformationRights,

Thank you. It would be helpful if this information was published automatically in next year's annual report. It will be interesting to see next year's figures once PHSO apply cuts of 24%.

Yours sincerely,

Della Reynolds

phsothefacts Pressure Group

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


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