PHSO partnership with Chris Gill and Naomi Creutzfeldt re scrutiny of Ombudsman by PHSO the Facts

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

My request concerns your collaborative project with academics Naomi Creutzfeldt and Chris Gill.

Details can be found by following this link:

https://www.law.ox.ac.uk/research-and-su...

"The project will be delivered in partnership with the PHSO, which is currently under close scrutiny from a group of ombudsman watchers called ‘PHSO the Facts’. Most other UK ombudsman schemes have one or more ombudsman watcher groups, so that this phenomenon and the outputs of this project will be of significant interest to others within the ombudsman community. From an academic perspective, the project will begin to shed light on a new and rapidly developing phenomenon at a time when ombudsman schemes are taking on an increasingly important role within the justice system and, therefore, coming under more intense scrutiny. Recent BBC news coverage, raising criticisms of the PHSO and their procedures, shows the timeliness of this project."

1. I am unable to access the 'Read the policy brief and preliminary findings' documents referred to on the website to which I have provided a link, so please provide me with copies.

2. Please provide me with a copy of whatever was finally produced.

3. Please provide me with all other information held relating to the project produced by either Gill or Creutzfeldt subsequent to the preliminary findings.

4. Please provide all information held relating to the PHSO's views on the project's findings.

5. It states that the project was funded by by Oxford University's ESRC Impact Acceleration Account. If the PHSO incurred any costs or expenses associated with the partnership, please provide full details broken down into broad but meaningful categories.

Please respond via WDTK.

Yours faithfully,

D Moore

InformationRights, 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.

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Data Protection Officer & Assistant Director Information Assurance
Office of the Parliamentary and Health Service Ombudsman
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[email address]

D. Moore left an annotation ()

Information on PHSO the Facts is available here:

https://twitter.com/phsothefacts

It's book 'Whats the Point of the Ombudsman?' (all 5-star reviews) is available here:

https://www.amazon.co.uk/gp/product/1999...

J Roberts left an annotation ()

Chris Gill's biography:

"Dr Chris Gill joined the University of Glasgow in August 2017. After graduating with a degree in English (University College London) in 2003, he spent a decade working in regulatory and ombudsman services, at the Advertising Standards Authority and then for the Scottish Public Services Ombudsman (SPSO). During his time at SPSO, Chris completed an MSc in Public Policy (University of Edinburgh). In 2012, he joined Queen Margaret University and spent the next five years as a Lecturer in Administrative Justice and latterly as Senior Lecturer.

In 2016, Chris was awarded a PhD in Law (University of Glasgow). His main expertise relates to administrative justice, with a particular emphasis on ombudsman schemes and complaints procedures, bureaucratic behaviour, access to justice, and the design and operation of dispute systems. His work has been published in Journal of Social Welfare and Family Law, Legal Studies, Public Law, and Social and Legal Studies.

Chris has received funding from ESRC, Nuffield Foundation, Carnegie Trust, and SSHRC (Canada). In 2017, he obtained a major three-year ESRC grant (as co-investigator, with Dr Naomi Creutzfeldt) to investigate access to justice for European energy consumers. He has also led a number of research and consultancy projects for clients including the Legal Ombudsman, Citizens Advice, the Welsh Language Commissioner, Ombudsman Services, and Utilities Disputes Ltd.

Chris sits on the Ombudsman Association’s Validation Committee and the Law Society of Scotland’s Administrative Justice Sub-Committee. Between 2014 and 2017, he was a core team member of the UK Administrative Justice Institute."

https://www.gla.ac.uk/schools/law/staff/...

He has been associated with ombudsman services for some time.

InformationRights, Parliamentary and Health Service Ombudsman

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    critics of the ombudsmen system understanding and engaging online citizen activists dec15.pdf

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Dear D Moore

 

RE: Your information request: FOI72

 

I write in response to your email to the Parliamentary and Health Service
Ombudsman (PHSO) 23 October 2020 requesting information under the Freedom
of Information (FOI) Act 2000.

 

Request:

My request concerns your collaborative project with academics Naomi
Creutzfeldt and Chris Gill.

Details can be found by following this link:

[1]https://urldefense.com/v3/https://www.la...
! Bz5xbZak!i9ogiR8-nFG1BFkhVQ5hrmGUmrWYs0C1EKDWlBbUS8GpPufDl9aO1Dw58
PaAB0WaPrWiFm-bI$

"The project will be delivered in partnership with the PHSO, which is
currently under close scrutiny from a group of ombudsman watchers called
‘PHSO the Facts’. Most other UK ombudsman schemes have one or more
ombudsman watcher groups, so that this phenomenon and the outputs of this
project will be of significant interest to others within the ombudsman
community. From an academic perspective, the project will begin to shed
light on a new and rapidly developing phenomenon at a time when ombudsman
schemes are taking on an increasingly important role within the justice
system and, therefore, coming under more intense scrutiny. Recent BBC news
coverage, raising criticisms of the PHSO and their procedures, shows the
timeliness of this project."

1. I am unable to access the 'Read the policy brief and preliminary
findings' documents referred to on the website to which I have provided a
link, so please provide me with copies.

2. Please provide me with a copy of whatever was finally produced.

3. Please provide me with all other information held relating to the
project produced by either Gill or Creutzfeldt subsequent to the
preliminary findings.

4. Please provide all information held relating to the PHSO's views on
the project's findings.

5. It states that the project was funded by by Oxford University's ESRC
Impact Acceleration Account. If the PHSO incurred any costs or expenses
associated with the partnership, please provide full details broken down
into broad but meaningful categories.

 

Response:

I shall respond to each question below:

 

 1. Please find attached.
 2. Not held.
 3. Not held.
 4. Not held.
 5. PHSO did not occur any expenses.

 

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][PHSO 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 ) or seek a judicial remedy.

 

Yours sincerely

 

Freedom of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

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

 

 

 

 

References

Visible links
1. https://urldefense.com/v3/https:/www.law...
2. mailto:[PHSO request email]
3. http://www.ico.org.uk/
4. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

J Roberts left an annotation ()

From page 2 of the policy brief:

'At the same time, the critiques put forward by the ombudsman watchers may highlight the way in which the public misunderstands the role of ombudsman schemes and may be indicative of an apparent gap between public expectation and what ombudsman schemes are set up to provide.'

I have just looked at the recently published table showing all the parliamentary enquiries the PHSO dealt with in 2018/19:

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

Only 3 complaints were fully upheld from a total of 5,744 enquiries.

What should the public expect the figure to be - 2,1 or 0!