PHSO Review Form

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

I recently received a response from the PHSO for personal information. In the case notes there is a record 'Review Form' which you can view here:

https://phsocomplaint.wordpress.com/page...

I would like you to send me a blank copy of the Review Form.

I would also like to know the job titles of the people who 'QA' proposals from Customer Care Officers concerning the reassessment of cases and full details of the 'QA' procedure.

Finally, I would like to know how many cases were sent to staff to QA proposals from Customer Care Officers in each of the the months of September, October and November in 2015. Let me know how many of the cases that were sent by Customer Care Officers to people to QA have been concluded (QA'd?) by the staff who received them.

Yours faithfully,

D Moore

foiofficer@ombudsman.org.uk, 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.

foiofficer, Parliamentary and Health Service Ombudsman

3 Attachments

Dear D Moore

 

Your information request: FDN-247508

 

Thank you for your email of 5 February 2016 in which you requested
information held by the Parliamentary and Health Service Ombudsman.

 

Your request regarding review forms and Customer Care Officers is being
dealt with under the Freedom of Information Act 2000. A response will be
sent to you on or before 4 March 2016 in line with the statutory
timeframes set out in the Act.

 

In the meantime if you have any queries regarding your information request
please do not hesitate to contact us at [email address]

 

Yours sincerely

 

Philippa Curran

Legal Assistant

Parliamentary and Health Service Ombudsman

E: [1][email address]

W: [2]www.ombudsman.org.uk

 

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From: D. Moore [mailto:[FOI #314976 email]]
Sent: 05 February 2016 16:54
To: foiofficer
Subject: Freedom of Information request - PHSO Review Form

 

     Dear Parliamentary and Health Service Ombudsman,
    
     I recently received a response from the PHSO for personal
     information. In the case notes there is a record 'Review Form'
     which you can view here:
    
     [6]https://phsocomplaint.wordpress.com/page...
    
     I would like you to send me a blank copy of the Review Form.
    
     I would also like to know the job titles of the people who 'QA'
     proposals from Customer Care Officers concerning the reassessment
     of cases and full details of the 'QA' procedure.
    
     Finally, I would like to know how many cases were sent to staff to
     QA proposals from Customer Care Officers in each of the the months
     of September, October and November in 2015. Let me know how many of
     the cases that were sent by Customer Care Officers to people to QA
     have been concluded (QA'd?) by the staff who received them.
    
     Yours faithfully,
    
     D Moore
    
     -------------------------------------------------------------------
    
     Please use this email address for all replies to this request:
     [7][FOI #314976 email]
    
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     web manager to link to us from your organisation's FOI page.
    
    
     -------------------------------------------------------------------

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foiofficer, Parliamentary and Health Service Ombudsman

5 Attachments

Dear D Moore

 

Your information request: FDN-247508

 

I write in response to your email of 5 February 2016 in which you
requested information held by the Parliamentary and Health Service
Ombudsman (PHSO) in the following terms:

 

‘I recently received a response from the PHSO for personal information. In
the case notes there is a record 'Review Form' which you can view here:
[1]https://phsocomplaint.wordpress.com/page...

 

I would like you to send me a blank copy of the Review Form.

 

I would also like to know the job titles of the people who 'QA' proposals
from Customer Care Officers concerning the reassessment of cases and full
details of the 'QA' procedure.

 

Finally, I would like to know how many cases were sent to staff to QA
proposals from Customer Care Officers in each of the months of September,
October and November in 2015. Let me know how many of the cases that were
sent by Customer Care Officers to people to QA have been concluded (QA'd?)
by the staff who received them.’

 

Please find attached a blank copy of the Review Proposal Sheet, or Review
Form you refer to.

 

The staff who provide quality assurance (QA) of Review Proposals from the
Customer Care Officers are:

·         Jon Roper, Customer Care Manager;

·         Kim Ellis, Senior Caseworker; and

·         (occasionally) Sarah Fox-Bose, Head of the Corporate Casework
Team.

 

Please note, Review Proposals relate to all ‘complaints about us’ which
may include complaints about decisions made on individual cases as well as
service complaints.

 

In relation to the information we hold about the QA procedure, please find
attached a document entitled ‘QA process on Customer Care Team’. Please
note, this is a guide so that Customer Care Officers are aware of the
process they should follow when deciding if a case needs QA from a manager
or senior caseworker.

 

In relation to the final part of your request, Customer Care Officers sent
337 cases for QA in September, October and November 2015. This breaks down
to:

o September: 109
o October: 113
o November: 115

 

As at today’s date, there are no cases that were sent for QA in those
three months where QA has not been completed.

 

I hope the information I have provided is helpful. If you have any further
queries, or would like to ask for a review of my decision, you can do so
by writing to [email address]. If you still have concerns
after that, you can ask the Information Commissioner’s Office to look into
your case. Their contact details are available on their website at:
www.ico.org.uk.

 

Yours sincerely

 

Philippa Curran

Legal Assistant

Parliamentary and Health Service Ombudsman

E: [2][email address]

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

 

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References

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2. mailto:[email address]
3. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
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5. http://www.twitter.com/PHSOmbudsman
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