Dear Parliamentary and Health Service Ombudsman,

You have disclosed that since January 2015 you have received 179 pieces of positive feedback correspondence. Details of this feedback is stored on a Merido file:

https://www.whatdotheyknow.com/request/2...

1. Please send me a copy of the relevant Merido file with necessary redactions.

2. Please specify the number of people to whom the 179 pieces of positive feedback correspondence relate.

3. Please confirm that all 179 pieces of positive correspondence have come from complainants.

Yours faithfully,

J Roberts

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


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foiofficer, Parliamentary and Health Service Ombudsman

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    0017CompleteRedactedMeridioFileCustomerServicesCustomerCareTeamPositiveFeedbackMeridiofile1January30June2015.pdf

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PROTECT

Dear J Roberts

 

Your information request (FDN-228906)

 

I am writing further to your information request of 21 July 2015, in which
you asked for a copy of our Meridio file containing our positive feedback
correspondence.  Your request is a follow-up to a previous request dated
27 June 2015 (FDC-226928) in which you asked for information on the number
of contacts recorded for the period 1 January – 30 June 2015.

 

In particular, you have asked for:

         

          1.       A copy of the relevant Merido file with the necessary
redactions.

 

          2.       The number of people to whom the 179 pieces of positive
feedback correspondence relate.

 

          3.       Confirmation that all 179 pieces of positive
correspondence have come from complainants.

 

 

Please see the attached for the information from the relevant Meridio
folder figures for the period 1 January – 30 June 2015 with the necessary
redactions. The folder contains a lot of information which was necessary
to redact before we could release it to you. This includes a large volume
of personal data, as well as information relating to investigations and
the case files of complainants.

 

Over this period, we received positive feedback correspondence about 102
staff members. A number of staff members were the subject of multiple
pieces of positive feedback and some pieces of positive feedback were
about more than one staff member. Some of the positive feedback did not
specify to whom it related. Positive feedback of a more general nature was
also received including feedback about the Customer Care Team, our
website, and PHSO in general.    

 

Not all of the positive feedback correspondence was from complainants. 156
pieces of the positive feedback correspondence were from complainants.
During the relevant period we also received positive feedback from other
sources including Trusts, Practices and other organisations.

 

However, we have redacted all information from the Meridio file which may
identify individuals including names, contact details and case details. I
am unable to provide you with this information because it comprises third
party personal data which we do not have consent to release it to you. I
have made this decision in accordance with section 40(2) of the Freedom of
Information Act (FOI Act) 2000.

 

Information relating specifically to our investigations is exempt under
section 44 of the FOI Act 2000. This is because its disclosure is
prevented by section 11 of the Parliamentary Commissioner Act (PCA) 1967
and section 15 of the Health Service Commissioners Act (HSCA) 1993.

 

By law, under section 11 of PCA 1967 and section 15 of the HSCA 1993 the
Ombudsman’s investigations are conducted in private and information is
provided to her on the basis that it will only be disclosed in certain
circumstances, none of which applies here.

 

 

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 [1][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: [2]www.ico.org.uk

Yours sincerely

 

Freedom of Information/Data Protection Officer

Parliamentary and Health Service Ombudsman

 

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

References

Visible links
1. mailto:[email address]
2. http://www.ico.org.uk/

J Roberts left an annotation ()

There is evidence of the PHSO targeting people who have been complimentary:

'Do you remember the names of the individuals from last night who said that they had a positive experience of PHSO? I am keen to ensure that we keep their details as further down the line PHSO may want to ask them if they would like to be involved in another activity going forward.' (p.65)

A number of compliments:

'I am just writing to say thank you about my complaint. I took your advice and wrote a letter of complaint. So I am very happy about that and just wish to say thank you.' (p. 149)

'I appreciate your call this morning, and the fact you have put my case forward for review. I can only hope for a positive outcome...but thank you for giving me that chance...It means so much to me (p. 158)'

'Thank you for your assistance in this matter. ' (p162)

'I spoke to one of your staff yesterday who advised me to speak to ....to try to get this resolved. Thank you for your help and advice.' (p165)

A hesitant member of staff:

'Does it count if we get thanked during a phone call? We could write down anything in our note of the call and most people thank us for talking to them. However, I’ve just dealt with a follow up email from a complainant ...At the end of the call she said Thank you for taking time out of your busy schedule to phone me (honestly!).' (183)

The importance of sending details of compliments to the right places:

'What a lovely response from a customer! Well done to Would you make sure this positive feedback gets to the right places?' (185)

Jt Oakley left an annotation ()

It's standard practice with many private companies to chase compliments.

But many public authorities, like the ombudsman, tend to spend time and public money to chase compliments when their reputation is poor and management weak.

The forced stats are often used to provide an media response to a publically reported management failure.

One example is a health authority that had its nurses practically frog-march surprised visitors around its rose garden, and then hand them a compliments form to fill in, after a negligence scandal reported in the press.

Perhaps the Ombudsman should offer guided tours around Millbank with the same outcome in mind?

Jt Oakley left an annotation ()

Apparently public authorities make up compliments to put on their leaflets etc.

It may well be interesting to ask if the quotations on the PHSO's literature are from 'customers' and are direct quotes not edited and mangled responses to create a better impression.

http://www.huffingtonpost.co.uk/2015/08/...

Mary Rains left an annotation ()

The photographs of people are certainly not genuine PHSO customers. I asked this question on a FOI request a couple of years ago and learnt they had been gained from a database which organisation can access!

J Roberts left an annotation ()

Mary and JT Oakley,

Thank your both for your comments. I suppose when an organisation can control what information about itself it publishes it will seek to show its good side, and if it hasn't a good side...

Something else I am interested in is the way in which the 'independent' research company the PHSO uses to monitor feedback selects people. Is the probability of a disgruntled complainant being contacted the same as one who gives positive feedback directly to the PHSO? What about people who use WDTK who have experience of using the services of the PHSO?

Jt Oakley left an annotation ()

You may be interested in this previous request on the telephone survey ..which as perplexed many PHSO complainant's as the results seem so far from their own experience.

It may be that many complainants are so disgusted with the service, that they refuse to cooperate with this telephone survey. I think I did.

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

You may also be interested in requesting the results of the staff survey, if the PHSO is still holding one - as its about two years since the last one.

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

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