Dear Parliamentary and Health Service Ombudsman,

1. Please provide details of all the feedback requests made during 2017-18. Please include the number relating to assessment decisions and the number relating to investigation decisions separately if possible. Please provide similar information to that provided last year in the request linked to below.

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

2. Please also provide the same details as in request 1, for feedback requests made during 2017-18 by bodies under jurisdiction.

Yours faithfully,

Nicholas Wheatley

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:
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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

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Dear Mr Wheatley,

 

Request for information under the Freedom of Information Act 2000

 

Further to your email dated 3 September, in which you request the
disclosure of information under the provisions of the above Act, we are
now in a position to respond.

 

1. Please provide details of all the feedback requests made during
2017-18. Please include the number relating to assessment decisions and
the number relating to investigation decisions separately if possible.
Please provide similar information to that provided last year in the
request linked to below.

 

[1]https://www.whatdotheyknow.com/request/r...

 

2. Please also provide the same details as in request 1, for feedback
requests made during 2017-18 by bodies under jurisdiction.

 

Please see the attached document in response to your request.

 

If you believe we have made an error in the way we have processed your
request, it is open to you to request an internal review. You can do this
by writing to us or emailing [2][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 [3]www.ico.org.uk

 

Your request will now be closed as of this date.

 

Yours sincerely

 

Freedom Of Information/Data Protection Team

Parliamentary and Health Service Ombudsman

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

 

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J Roberts left an annotation ()

The usual misleading statistics.

'Volume of review requests and reviews concluded' – 1597

'Volume upheld' – 20 (36%)

The 'volume upheld' figure is expressed as a percentage of the small number of 'reviews concluded' (56). Also, we do not know whether the complainants whose reviews were upheld had their reviews fully upheld. They may remain dissatisfied with the outcomes.

If the 'volume upheld' figure is expressed as a percentage of 'review requests and reviews concluded' it drops to 1%. In other words, 99% of review requests were not considered worthy of review.

J Roberts left an annotation ()

Correction:

I should have typed 96.5%.

M Boyce left an annotation ()

Am I missing something here?
The response only appears to provide statistics for bodies in jurisdiction, not complainant members of the public.

M Boyce left an annotation ()

Sorry, just noticed the other coloured 'tabs' at the bottom of the document with the rest of the information.

Nicholas Wheatley left an annotation ()

You have to click on the tabs at the bottom of the spreadsheet to get the rest of information. Anyone know what "Dynamics" and "MSD 'Non casework' identified as investigation" are? 125 "Dynamics" investigation reviews concluded and none upheld. It must be great to be perfect.

Nicholas Wheatley

Dear InformationRights,

Thank you for the information. I would like to make an additional request based on this information.

1. Please explain how a service complaint is defined. Is it, for example, a complaint about delay, or lost documents etc.
2. Please explain what is meant by "Dynamics" and "MSD 'Non casework' identified as investigation" and "Visual Files".
3. The volume of investigation reviews concluded is 5, while the volume upheld is 12 and not upheld is 19. Could you please correct this so that the figures for the investigation and assessments sheet matches the totals sheet, if that is correct.
4. Similarly, the volume upheld (15) on the investigations and assessment page does not match the total volume upheld (20). Could you please correct this if necessary.
5. Are the 4 "volume further investigation required" reviews also considered to be upheld reviews but not included in the "volume upheld" number, or are they considered to be not yet upheld?

Yours sincerely,

Nicholas Wheatley

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

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Dear Mr Wheatley

 

RE: Your information request: R0000275

                            

I write in response to your email of 3 October 2018 regarding your request
for information made under the Freedom of Information Act 2000 to the
Parliamentary and Health Service Ombudsman (PHSO). You have requested:

 

(Regarding R0000191)

 

1. Please explain how a service complaint is defined. Is it, for example,
a complaint about delay, or lost documents etc.

2. Please explain what is meant by "Dynamics" and "MSD 'Non casework'
identified as investigation" and "Visual Files".

3. The volume of investigation reviews concluded is 5, while the volume
upheld is 12 and not upheld is 19. Could you please correct this so that
the figures for the investigation and assessments sheet matches the totals
sheet, if that is correct.

4. Similarly, the volume upheld (15) on the investigations and assessment
page does not match the total volume upheld (20). Could you please correct
this if necessary.

5. Are the 4 "volume further investigation required" reviews also
considered to be upheld reviews but not included in the "volume upheld"
number, or are they considered to be not yet upheld?

 

Response

 

1.A service complaint can cover any dissatisfaction with the level of
customer service we provide. For example, treating someone without
courtesy or respect, causing unnecessary delays or not explaining our
processes or decision clearly. These complaints can relate to any aspect
of our service and anyone involved in the case, not just the original case
owner.

 

2. The reference to ‘Dynamics’ is our Microsoft Dynamics system for
casework management which is also abbreviated to ‘MSD’.  This is our
current/new casework management system. Visual Files is our old casework
management system which was used up until 2016.

 

Most cases the Review and Feedback Team (RaFT) work on will have had a
decision recorded on the new system. The system will pick up on the
reference for that decision. These will therefore be referred to as
MSD/Dynamics. However, the Review and Feedback Team’s work may sometimes
involve them looking at cases where the decision is recorded on the old
system and the case therefore had a Visual Files reference number. The new
system does not allow that reference number to be automatically input and
therefore these are marked as ‘Non-casework’ to show they relate to a
decision made on Visual Files. Therefore ‘MSD 'Non casework' identified as
investigation" within the spreadsheet referred to reviews RaFT had
completed of an investigation decision that was captured and recorded on
our old Visual Files system.

 

Using this data source, it is not always possible to identify these
requests as dealing with Assessments or Investigations from the data and
the only way to do this is through a free text field which is not always
populated. The numbers listed under ‘MSD “Non Casework” Identified as
Investigation’ refer to requests we have been able to identify using this
free text field. The data provided was not comprehensive but provided as
close as we could get an accurate figure with the data available. As a
result the figures on the second tab showing a breakdown of reviews
dealing with assessments and investigations were lower than those on the
totals tab as there were a number of cases we weren’t able to identify as
dealing with either assessment or investigation.

 

3 -5. We have reviewed the figures provided to you in light of the
questions you have raised under this element of your request. As part of
this, additional information was located by RaFT and supplied to our MI
team which has resulted in revised figures being produced from an
alternative data source. As such, we have produced a revised set of
figures for you which are a more accurate reflection of the data held.
Please find this revised data attached.

 

Please note the following:

 

o The revised figures are relevant to the first and second tab only. The
third tab remains unchanged as there are a number of organisations
which cannot be identified from the review data available.
o Previous headings relating to Dynamics and Visual Files have been
removed due to the change in data source.
o Caveats have been included to explain more clearly why a number of
review requests cannot be identified as dealing with assessment or
investigation as they have been set up on MSD/Dynamics but refer to
cases on Visual Files. Therefore the totals for assessment and
investigation on the second tab will not directly correlate with the
overall total on the first tab.
o The total number of reviews concluded for 2017/18 is now recorded as
63. Through a previous FOI response issued to you we have confirmed
this figure as being 64. Having reviewed these figures thoroughly as
part of this request we have established this anomaly was due to 1
duplicate case being recorded. The source data has now been amended
for reporting purposes and we can confirm the figure for reviews
concluded in 2017/18 is 63.
o The ‘volume further investigation required’ figures previously
referenced on the second tab under investigation are no longer
included as a separate category as they are included in the upheld/not
upheld figures.

 

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

 

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