Number of requests for a Customer Care Team review of Final Decisions since December 2014.

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

Most people have been deliberately and cynically 'timed-out' of the 3 month window for applying for judicial review by the PHSO over the last three years because the CCT are taking at least 3 months to look at a request for a review of a Final Decision. Many thousands of complainants have therefore been denied access to justice by the PHSO and some will have had their lives ruined by this inexcusable behaviour by this morally bankrupt quango.

(1) Please provide the number of requests for a Customer Care Team (CCT) review of Final Decisions since December 2014 (when the CCT was established).

Yours faithfully,

M Boyce

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


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Dear M Boyce,

 

Re: Your Information Request - FDN-275054

 

Thank you for your email of 7 February 2018. I am writing to acknowledge
receipt of your request for information held by the Parliamentary and
Health Service Ombudsman (PHSO).

 

In accordance with the statutory timeframe set out in the Freedom of
Information Act 2000, a response will be sent to you before or by 7 March
2018. This is 20 working days from the date of your initial request to us.

 

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hesitate to contact us at [1][Parliamentary and Health Service Ombudsman request email] Please
remember to quote the above reference.

 

Yours sincerely,

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

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Brenda Prentice left an annotation ()

I've been timed out from going to HCPC because of a late reply from PHSO!

M Boyce left an annotation ()

Brenda

Could you elaborate on this timing-out.

Brenda Prentice left an annotation ()

I complained to PHSO and LGO, a joint complaint, about health and social care

It took so long for my complaint to be turned down that when I went, as advised by PHSO &LGO, to HCPC they said, sorry out of time. They could not, they said, look at the way a senior social worker changed the assessment of the social worker who was working with, and assessed my son.
While there can be different opinions, care plans cannot be changed without telling the client or their social worker or family.
The outcome was that my son died waiting for Extra Care Housing which he would never get.

Had he have been in Extra Care Housing, as agreed with everyone, there would have been someone on call to help him when he collapsed and died.

This after he was 'encouraged' to leave our home and care....! But as ever, no one is accountable.....

M Boyce left an annotation ()

Thanks for posting this Brenda.

I'm so sorry to here of your awful experience and how the relevant authorities have let you down. Your experience shows perfectly why we must all fight for much better services from authorities and unaccountable quangos like the PHSO (who are after all publically funded). At the moment the PHSO are not helping anyone (except the well-paid folk in charge), only harming them.

Brenda Prentice left an annotation ()

Agreed M Boyce! We must all keep pushing at the door. Perhaps one day it will open....

What are we tax payers paying for???????? Those in charge to over pay themselves at our expense.....and for what? To show the world we are the leaders in corruption and how to deal with plebs like us without getting caught !!!!!!

InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear M Boyce,

 

Re: Your Information Request - FDN-275054

 

Thank you for your email of 7 February 2018. We are writing in response to
your request for information held by the Parliamentary and Health Service
Ombudsman (PHSO) which has been processed in line with the Freedom of
Information Act 2000 (FOIA).

 

Your requested the following information:

 

‘(1) Please provide the number of requests for a Customer Care Team (CCT)
review of Final Decisions since December 2014 (when the CCT was
established).’

 

In response we can confirm PHSO holds the information you have requested.

 

Since December 2014 to February 2018 the Customer Care Team has received
5826 requests for a review of a final decision.

 

Below we have provided a table showing the number of review requests
received by year:

 

+---------------------------------------------------+
| Year | Review Requests |
|-------------------+-------------------------------|
| 2014 | 12 |
|-------------------+-------------------------------|
| 2015 | 1280 |
|-------------------+-------------------------------|
| 2016 | 2372 |
|-------------------+-------------------------------|
| 2017 | 2041 |
|-------------------+-------------------------------|
| 2018 | 121 |
+---------------------------------------------------+

         

Please note the data provided is not fully accurate. This is because PHSO
changed its ways of working in 2016 by introducing a new system (Microsoft
Dynamics) on which complaint case files were created and recorded. The
previous system used was Visual Files.

 

This in turn meant there was a change in the way requests for a review of
our final decision were recorded. For us to provide more accurate data on
the number of requests for a review received, we would have to manually
look through case files created on Visual Files since December 2014. If we
were to do this we still would not be in a position to provide a more
accurate figure as the majority of those case files would have been
destroyed, 12 months after the case was closed, in line with our data
retention policy.

 

We hope you have found this email helpful. If you believe we have made an
error in the way we have processed your information request, you can
request an internal review. To do this please email
[1][Parliamentary and Health Service Ombudsman request email] and include details of your concerns
so we can consider them further.

 

If you remain dissatisfied following the outcome of the internal review,
you would have the option to complain directly to the Information
Commissioner’s Office. Details of how to do this can be found on their
website [2]www.ico.org.uk.

 

Yours sincerely,

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

E: [3][Parliamentary and Health Service Ombudsman request email]

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

 

Follow us on

[5]fb  [6]twitter  [7]linkedin

 

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Watch our short animation to find out how we deal with complaints

 

 

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