PHSO Customer Care Team

The request was partially successful.

phsothefacts Pressure Group

Dear Parliamentary and Health Service Ombudsman,

I understand that the Customer Care Team was established by PHSO in January 2015 and at that time consisted of 11 staff members. The Customer Care Team deals with complaints made about PHSO.

On 19th June 2015 there were 596 open complaints about PHSO which were presumably being dealt with by the 11 customer care team staff. https://www.whatdotheyknow.com/request/d...

On 7th July 2016 there were 552 open complaints. https://www.whatdotheyknow.com/request/o...

On 5th February 2017 there were 423 open complaints. https://www.whatdotheyknow.com/request/o...

It would appear that on any given day the Customer Care Team are dealing with over 500 complaints about PHSO service and/or decisions.

Please can you supply me with the following information:

1. What is the target time for responding to a complaint once received by the Customer Care Team?

2. What is the target time for resolving a complaint once received by the Customer Care Team.

3. For the year 2015/16 what is the average response time from the Customer Care Team on receipt of a complaint?

4. For the year 2015/16 what is the average resolution time from the Customer Care Team?

5. What is the average number of case handlers responding to each complaint?

6. How many staff presently work in the Customer Care Team?

7. Who is the current manager of the Customer Care Team?

8. Who monitors the work of the Customer Care Team?

9. Please provide all data concerning outcomes of Customer Care Team interventions.

10. For the year 15/16 what is the total number of complaints made to the Customer Care Team?

Please provide original data stored as a matter of course when responding to this request in line with FOI guidelines. Please advise where request needs to be modified in line with S16 regulations. Please provide in an accessible form to this online platform.

Yours faithfully,

Della Reynolds

phsothefacts Pressure Group

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


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D. Speers left an annotation ()

Thank you........as an award winning team they seem to have lots to be Open and Transparent about! Lets hope you heard soon!

D. Speers left an annotation ()

Typo Alert In previous posting
Hear NOT heard sorry!

Fiona Watts left an annotation ()

Dee,
Looking forward to their answer for this one.- right?

Whilst, trying NOT to be irritated by the PHSO's use of he word 'customer" and "care".

Impressed by Della's tracking of PHSO propoganda. Della is a one woman agency and does a better job of scrutinising the Ombudsman than those who's job it is to do so!

Bravo Della!

Fiona Watts left an annotation ()

Was the employee - Scott Riley in that "Customer Care Team"?

He really led me to believe that HE was a genuine public servant who was compliant with the NOLAN PRINCIPLES.

InformationRights, Parliamentary and Health Service Ombudsman

11 April 2017

 

 

Dear Della Reynolds

 

Your information request – our case reference: FDC-274486

 

I am writing in response to your Freedom of Information request dated 14
March 2017, in which you asked questions relating to our Customer Care
Team (CCT). You access information about our Feedback about our Service on
our website at:
[1]https://www.ombudsman.org.uk/about-us/fe....

 

Before responding to your questions, I have provided some clarification
below about the CCT.

 

Our clarification:

 

“I understand that the Customer Care Team was established by PHSO in
January 2015 and at that time consisted of 11 staff members.  The Customer
Care Team deals with complaints made about PHSO.”

 

The CCT was created in December 2014, and the team comprised 4 x Customer
Care Officers (CCO) and 1 x Business Support Officer (BSO).

 

“On 19th June 2015 there were 596 open complaints about PHSO which were
presumably being dealt with by the 11 customer care team staff. 
[2]https://www.whatdotheyknow.com/request/d...

 

In June 2015, the CCT comprised 6 x CCOs, not 11.

 

Our response to your information request:

 

1.   What is the target time for responding to a complaint once received
by the Customer Care Team?

 

2.   What is the target time for resolving a complaint once received by
the Customer Care Team.

 

In response to questions 1 and 2, the CCT does not have a specific target
time for resolving a complaint.

 

The CCT’s current target is to complete work on 75% of complaints about us
within 20 working days of allocating the case to a CCO. This involves
sending replies to service complaints and letting the complainant know if
the CCT will review a decision. The CCT aim to allocate cases within 2
weeks of receipt.

 

Where a complainant has already had a reply to a review request from the
CCT or has sent in communication after a review, the target is to respond
to within 40 working days.

 

3.   For the year 2015/16 what is the average response time from the
Customer Care Team on receipt of a complaint?

 

4.   For the year 2015/16 what is the average resolution time from the
Customer Care Team?

 

In response to questions 3 and 4, we have interpreted the terms “average
response time” and “average resolution time” to mean the average amount of
time it took to the CCT complete a complaint about us.

 

For the year 2015/16, the average length of time it took the CCT to
complete a piece of work, from the date of receipt was 43.6 working days.
And from the point of allocation to a CCO, it was 19.43 working days. As
explained the CCT aim to allocate cases within 20 working days from
receipt.

 

5.   What is the average number of case handlers responding to each
complaint?

 

The CCT does not collect the requested information, though generally on
most cases there will be 1 or 2 members of the CCT that handle the
complaint.

 

To determine the actual average number of staff who handle a complaint, we
would need to manually check each and every case. However, we have
estimated that it would take the PHSO more than 18 hours to check a year’s
worth cases, which would exceed the appropriate limit. The appropriate
limit for the cost of complying with a FOI request is set out at section 3
of the Freedom of Information and Data Protection (Appropriate Limit and
Fees) Regulations 2004, and for the PHSO the amount is £450 (18 hours x
£25). Therefore I refuse you request in line with section 12(1) FOIA.

 

 6. How many staff presently work in the Customer Care Team?

 

At April 2017, the CCT has 21 team members comprising 1 x Customer Care
Manager, 1 x Senior Caseworker, 14 x CCOs, 4 x Caseworkers and 1 x BSO.

 7. Who is the current manager of the Customer Care Team?

 

Mr Jon Roper.

 

 8. Who monitors the work of the Customer Care Team?

 

The day to day responsibilities of the CCT, including assurance of quality
and consistency, is carried out by the CCT Manager with the assistance of
a Senior Caseworker.

The CCT reports to the Assistant Director - Customer Experience, who has
overall responsibility for customer care and reports to the Director of
Quality.

 

 9. Please provide all data concerning outcomes of Customer Care Team
interventions.

 

We consider that your request is too broad and does not provide sufficient
information for us to carry a search for data. Therefore in line with
section 1(3) FOIA, you will need to specify what data you require
regarding outcomes and the timeframe.

 

As you will be aware, we have previously released CCT data to yourself and
other requesters via whatdotheyknow.com. Our responses can be found online
by clicking on the link:
[3]https://www.whatdotheyknow.com/body/parl....
If you are unable to find the data you require, please contact us.

 

10. For the year 15/16 what is the total number of complaints made to the
Customer Care Team?

 

In 2015/16 the CCT handled 593 service complaints and dealt with 1969
complaints about our decisions.

 

I hope you find my response helpful. If you believe I 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 [4][Parliamentary and Health Service Ombudsman request email]. You will need 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 ([5]www.ico.org.uk).

 

Yours sincerely

 

 

 

Freedom of Information and Data Protection Officer

Parliamentary and Health Service Ombudsman

 

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References

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A.E. left an annotation ()

"To determine the actual average number of staff who handle a complaint, we would need to manually check each and every case. However, we have estimated that it would take the PHSO more than 18 hours to check a year’s worth cases, which would exceed the appropriate limit."

I should cocoa with all those complaints to check!

Interesting that they have increased 6 CCOs to 14 between 2015-2017 and look at the huge amount of complaints about their decisions, way more than service complaints. Very telling.

C Rock left an annotation ()

I have called CCT every month since December 2016 to see who is handling my complaint let alone what progress has been made: still no acknowledgement. That’s taken up about 150 days and no movement so far on just one complaint. Since PHSO operator Ms Annette John left her responsibilities uncovered in mid-promise of investigation (I made my complaint in Dec 2013) it seems some complaints may have been written-off in staff-change processes without completion. Or, if 43 days is an average there must have been a huge number resolved by return of post surely?

Come on, PHSO, we know it’s difficult to accept failure but putting off the evil day makes it worse for those waiting and worse for any credible service measures. Your figures are plainly wrong.

A.E. left an annotation ()

"In 2015/16 the CCT handled 593 service complaints and dealt with 1969 complaints about our decisions."

Wow, almost two thousand complaints in one year about their decisions. Not surprised whatsoever as they are corrupt as heck and many of us have experienced this, but the figures are really high and this should show those in power what a farce PHSO is.

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