Ontario Ombudsman

Jt Oakley 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,
A quote from your committee meeting..

9.1 Claire Forbes presented the paper, which set out how PHSO can use its knowledge,
insight and expertise within a structured framework to help the organisation achieve
strategic aims three and four and at the same time develop its ‘Unique Selling
Point’. In developing the paper and its proposals PHSO had sought to learn from
other similar organisations, including the National Audit Office (‘the NAO’) and the
Ombudsman of Ontario.

1. Could I ask whether the PHSO has found its USP?
And if so, what is it?

2. I see that the PHSO I has visited the Ontario Ombudsman.

Are their any plans to match this Ombudsman in its service to the public?
The Ontario Ombudsman being more efficient in practically every respect?

The annual budget of the PHSO being £32m Ontario £7m

Cases referred per year PHSO 26,961 : Ontario 19,726

Investigations per year: PHSO 384 Ontario 1,219

Percentage of Cases PHSO 1.4 Ontario 6.1
investig'd:

Employees: PHSO 435 Ontario 86

If not, what was the purpose of the visit and does the PHSO intend to mirror any policies or procedures of the Ontario Ombudsman?

I am particularly interested in a comment from the Ontario Ombudsman, which states:
:::

'Many if not most of our complaint intake staff (Early Resolutions Officers) and Investigators have legal training. This is not a requirement, but an asset we look for in recruitment. Given that we do not oversee hospitals, long-term care, or the medical profession, we have not needed to seek staff with medical training'.

:::

Clearly the Ontario Ombudsman sees the value of both legal and medical training for complaint intake staff.

And since the Ontario Ombudsman seems to be so much more efficient by valuing this professional criteria for its caseworkers, does the PHSO now intend to demand higher professional standards for its staff, considering that the Ontario Ombudsman investigates five times the number of cases with a quarter of the staff?

Yours faithfully,

Jt Oakley

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 Jt Oakley

Your information request (FDN-176268)

I write further to your email of 20 October 2013. In your email you set out a number of information requests. I will address these in turn.

1. ‘ Claire Forbes presented the paper, which set out how PHSO can use its knowledge, insight and expertise within a structured framework to help the organisation achieve strategic aims three and four and at the same time develop its ‘Unique Selling Point’. In developing the paper and its proposals PHSO had sought to learn from other similar organisations, including the National Audit Office (‘the NAO’) and the Ombudsman of Ontario… Could I ask whether the PHSO has found its USP? And if so, what is it?’

This is not a request for recorded information under the Freedom of Information Act 2000. However it may be helpful to explain that the paper that Claire Forbes presented underpinned our five year strategic plan. Our five year strategic plan ‘Delivering more impact for more people’ sets out our vision for change, our role, our five strategic aims and how we will work to make this happen. A copy of our strategic plan can be found on our website at: http://www.ombudsman.org.uk/__data/asset...

2. ‘Are there any plans to match this [Ontario]Ombudsman in its service to the public?’

This is not a request for recorded information. As indicated in the paper which you cite we sought to learn from other organisations including the Ombudsman of Ontario. The purpose of the visit is explained under question 4.

3. ‘The Ontario Ombudsman being more efficient in practically every respect?’

This is not a request for recorded information.

4. ‘If not, what was the purpose of the visit and does the PHSO intend to mirror any policies or procedures of the Ontario Ombudsman?’

Gavin McBurnie, Director of Clinical Advice was invited to attend the Ontario Ombudsman’s course. The purpose of this course was for delegates to learn from the experience of the Ontario Ombudsman on how organisations can be more effective at achieving systemic change and improving public services. There are no plans to ‘mirror’ the policies and procedures of the Ontario Ombudsman in the way you describe and we hold no recorded information to answer your question. Gavin McBurnie was able to use the learning from the course as he has been involved in the redesigning of our casework processes to enable us to deliver our strategy.

5. ‘Clearly the Ontario Ombudsman sees the value of both legal and medical training for complaint intake staff. And since the Ontario Ombudsman seems to be so much more efficient by valuing this professional criteria for its caseworkers, does the PHSO now intend to demand higher professional standards for its staff, considering that the Ontario Ombudsman investigates five times the number of cases with a quarter of the staff?’

This is not a request for recorded information. As I explained in my email to you yesterday, ‘PHSO is not a quasi-legal organisation. PHSO is a lay led organisation. We have an internal legal team who provide legal advice when required. The Legal Adviser and Assistant Legal Adviser roles are the only roles in PHSO where the posts require qualified lawyers.’ We do employ a number of clinical professionals who provide clinical advice on health complaints.

Please remember that requests under the Freedom of Information Act 2000 are for recorded information which is held by a public body. We are not required to create more information to answer your questions, however, where possible we do try to do this to be helpful.

Yours sincerely

Claire Helm
Freedom of Information/Data Protection Officer
Parliamentary and Health Service Ombudsman
E: [email address]
W: www.ombudsman.org.uk

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

Dear foiofficer,

Thank you.

It is good to know that the PHSO will be improving its poor percentage on case handling performances after studying the Ontario Ombudsman.

Yours sincerely,

Jt Oakley

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

Fiona Watts left an annotation ()

Oh my?

Dear JtOakley,
What is the update to this enquiry?

I am particulary interested in your update to this FOI enquiry?

You wrote;
1. Could I ask whether the PHSO has found its USP? And if so, what is it?

.....................

In November 2014 some members of the public withdrew from joining the PHSO 'panel" that was reviewing a Service Charter for The Parliamentary Health Service Ombudsman.

I withdrew from joining the panel because their Terms of Reference lacked rigor and seemed to set the panel up to fail before it had begun.

Since then, its seems that 2 more "panels" have been set up.

How much money has the PHSO spent on "reviewing itself"?!
Why don't they just copy the best practise and protocols used by the Ontario Ombudsman or the New Zealand one?

Thank you for the enquiries you make this briliiant website.
Your ability to keep on top of PHSO's spending is unmeasured Your skill set shames Parliament/ PASC's lack of scrutiny over the years.

Does the Ontario Ombudsman and the New Zealand Ombudsman spend the same amount of money of organising Service Charters and reviewing itself?

Best wishes and many thanks for opening my eyes to so much!

fionawatts@magnacarta300

Jt Oakley left an annotation ()

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