phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

Can you please release the Parliamentary complaints table for 2017 - 18 which is generally released as part of the Annual Report?

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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

Thank you for contacting the Parliamentary and Health Service Ombudsman’s (PHSO) Freedom of Information and Data Protection Team. This is to confirm we have received your request.
If you have made a request for information under the Freedom of Information Act 2000 or Environment Information Regulations 2004, we will respond to your request within 20 working days in accordance with the statutory time frames set out in both Acts.
If you have made a request for personal information held by the PHSO, your request will be processed as a Subject Access Request under the provisions of the Data Protection Act 2018 and will be responded to within one calendar month in accordance with the statutory time frame set out in the Act.
We may contact you before this time if we require further clarification or if we need to extend the time required to complete your request.
For Subject Access Requests, we will send any personal information via secure email, unless you instruct us differently. To access the information on the email we send, you will need to sign up to our secure email service. Details can be found on our website using the link below:
www.ombudsman.org.uk/about-us/being-open...
If you require us to post your personal information to you instead you will need to inform us of this and confirm your current address as soon as possible.

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InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Della Reynolds

 

RE: Your information request: R0000438

                            

I write in response to your email of 2 January 2019 regarding your request
for information made under the Freedom of Information Act 2000 to the
Parliamentary and Health Service Ombudsman (PHSO).

 

Request:

 

Can you please release the Parliamentary complaints table for 2017 - 18
which is generally released as part of the Annual Report?

 

Response

 

The information is exempt under Section 21 of the Act in light of it being
reasonably accessible via other means as it is published on our website. I
have provided a link to this information below; please see the PDF
document available to download at the end of the webpage titled
‘Complaints about UK government departments and agencies and other UK
public organisations  2017-18’:

 

[1]https://www.ombudsman.org.uk/publication...

 

If you believe we have made an error in the way I have processed your
information request, it is open to you to request an internal review.  You
can do this by writing to us by post or by email to
[2][Parliamentary and Health Service Ombudsman request email]. You will need to specify that 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 ([3]www.ico.org.uk).

 

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

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

 

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References

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phsothefacts Pressure Group

Dear InformationRights,

thank you for your response. I see from the report that PHSO has changed the way it processes/records the data.

"3 Because of the introduction of our new casework management system and a new recording methodology, data for the number of complaints assessed in 2017-18 cannot be compared to data in 2016-17."

In 2017/18 there were 6,571 enquiries and of these, just 1,197 (18.2%) were assessed. 217 (3.3%) went on to have an investigation and 94 (1.4%) were upheld to some extent.

It is not clear from this data where the 23% uphold figure comes from. Can you please explain how this figure was calculated?

Also, it is not clear whether an 'enquiry' is the same as a 'complaint'. Can you please be clear on these figures? If no meaningful response is received phsothefacts will continue to calculate yearly uphold rates using the 'enquiry' figure.

Yours sincerely,

Della Reynolds

phsothefacts Pressure Group

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

Thank you for contacting the Parliamentary and Health Service Ombudsman’s (PHSO) Freedom of Information and Data Protection Team. This is to confirm we have received your request.
If you have made a request for information under the Freedom of Information Act 2000 or Environment Information Regulations 2004, we will respond to your request within 20 working days in accordance with the statutory time frames set out in both Acts.
If you have made a request for personal information held by the PHSO, your request will be processed as a Subject Access Request under the provisions of the Data Protection Act 2018 and will be responded to within one calendar month in accordance with the statutory time frame set out in the Act.
We may contact you before this time if we require further clarification or if we need to extend the time required to complete your request.
For Subject Access Requests, we will send any personal information via secure email, unless you instruct us differently. To access the information on the email we send, you will need to sign up to our secure email service. Details can be found on our website using the link below:
www.ombudsman.org.uk/about-us/being-open...
If you require us to post your personal information to you instead you will need to inform us of this and confirm your current address as soon as possible.

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

InformationRights, Parliamentary and Health Service Ombudsman

3 Attachments

Dear Della Reynolds

 

RE: Your information request: R0000461

                            

I write in response to your email of 14 January 2019 regarding your
request for information made under the Freedom of Information Act 2000 to
the Parliamentary and Health Service Ombudsman (PHSO).

 

Request:

 

Thank you for your response.  I see from the report that PHSO has changed
the way it processes/records the data. 

 

"3 Because of the introduction of our new casework management system and a
new recording methodology, data for the number of complaints assessed in
2017-18 cannot be compared to data in 2016-17."

 

In 2017/18 there were 6,571 enquiries and of these, just 1,197 (18.2%)
were assessed.  217 (3.3%) went on to have an investigation and 94 (1.4%)
were upheld to some extent. 

 

It is not clear from this data where the 23% uphold figure comes from. 
Can you please explain how this figure was calculated?

 

Also, it is not clear whether an 'enquiry' is the same as a 'complaint'. 
Can you please be clear on these figures?  If no meaningful response is
received phsothefacts will continue to calculate yearly uphold rates using
the 'enquiry' figure.

 

Response

 

The 23% uphold figure is the proportion of completed investigations that
were upheld or partly upheld. It is calculated at organisation level in
the table. We completed 403 investigations, of which, 94 were upheld or
partly upheld. Therefore 94 divided by 403 times 100 equals 23%.

 

An ‘enquiry’ is a term we currently use to describe cases that are at the
initial intake stage. A ‘complaint’ is a term we currently use to describe
a case that is at any stage, and will depend on the context. It should be
noted that PHSO language has changed over time. Historically, an enquiry
was any case at stage 1 (intake) or stage 2 (assessment).

 

If you believe we have made an error in the way I have processed your
information request, it is open to you to request an internal review.  You
can do this by writing to us by post or by email to
[1][Parliamentary and Health Service Ombudsman request email]. You will need to specify that 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/Data Protection Team

Parliamentary and Health Service Ombudsman

W: [3]www.ombudsman.org.uk

 

Follow us on

[4]fb  [5]twitter  [6]linkedin

 

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References

Visible links
1. mailto:[Parliamentary and Health Service Ombudsman request email]
2. http://www.ico.org.uk/
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
4. http://www.facebook.com/phsombudsman
5. http://www.twitter.com/PHSOmbudsman
6. http://www.linkedin.com/company/parliame...

J Roberts left an annotation ()

"An ‘enquiry’ is a term we currently use to describe cases that are at the initial intake stage. ‘complaint’ is a term we currently use to describe a case that is at any stage, and will depend on the context. It should be noted that PHSO language has changed over time. Historically, an enquiry was any case at stage 1 (intake) or stage 2 (assessment)."

I made this comment some time ago.

'I queried this statement written by the PHSO:

“An ‘enquiry’ relates an individual contacting us, in relation to anything.”

I received this response:

“An ‘enquiry’ refers solely to a request for PHSO to look at a complaint".'

https://www.whatdotheyknow.com/request/s...

I wonder if they used an 'independent' ombudsman to help them with their statistical records.

phsothefacts Pressure Group left an annotation ()

It is very difficult to determine the number of complaints - when people have submitted actual case papers and evidence and for parliamentary cases via their MP - from the thousands of 'enquiries' PHSO receive which need 'signposting' to other agencies. Why don't they call all those 'enquiries' and all the others 'complaints' received? I guess they don't want to be that transparent.