Serco Contract

The request was partially successful.

Dear Cornwall and Isles of Scilly Primary Care Trust (PCT),

I am requesting the following information:

- Please could you provide me with details of all complaints made against Serco in it's running of out of hours GP Services.

- Please provide details of any 'internal investigations' carried out by Serco into any patient / trust complaints. (in March 2007 Serco said they would investigate the advice given by a Doctor to a patient - http://bbc.in/pPn8au I wish to get details of this investigation and any others).

- Please provide me with details of any reports produced by Serco and given to the PCT with regards to Serco's operation of the out of hours service.

- Please provide me with details of why Serco was given '20 days to improve.' in 2007 (including the issues which led to this action and details of any reviews etc. which led to the decision to keep the contract)

- Please could you provide me with details of all moneies which have been paid by the trust to Serco - including bonus payments. Could you please give details broken down into date / payment reason / amount of payment.
Yours faithfully,

craig jones

Cornwall and Isles of Scilly Primary Care Trust (PCT)

Dear Mr Jones

NHS Cornwall and Isles of Scilly acknowledge your request under FOIA.

We are due to respond by 27 October.

Yours sincerely


Louise Moore
PPI Assistant
NHS Cornwall and Isles of Scilly
Tel: 01726 627897

>>> craig jones <[FOI #87617 email]> 28/09/2011
22:09 >>>
聽聽聽聽 Dear Cornwall and Isles of Scilly Primary Care Trust (PCT),
聽聽聽聽
聽聽聽聽 I am requesting the following information:
聽聽聽聽
聽聽聽聽 - Please could you provide me with details of all complaints made
聽聽聽聽 against Serco in it's running of out of hours GP Services.
聽聽聽聽
聽聽聽聽 - Please provide details of any 'internal investigations' carried
聽聽聽聽 out by Serco into any patient / trust complaints. (in March 2007
聽聽聽聽 Serco said they would investigate the advice given by a Doctor to a
聽聽聽聽 patient - [1]http://bbc.in/pPn8au I wish to get details of this
聽聽聽聽 investigation and any others).
聽聽聽聽
聽聽聽聽 - Please provide me with details of any reports produced by Serco
聽聽聽聽 and given to the PCT with regards to Serco's operation of the out
聽聽聽聽 of hours service.
聽聽聽聽
聽聽聽聽 - Please provide me with details of why Serco was given '20 days to
聽聽聽聽 improve.' in 2007 (including the issues which led to this action
聽聽聽聽 and details of any reviews etc. which led to the decision to keep
聽聽聽聽 the contract)
聽聽聽聽
聽聽聽聽 - Please could you provide me with details of all moneies which
聽聽聽聽 have been paid by the trust to Serco - including bonus payments.
聽聽聽聽 Could you please give details broken down into date / payment
聽聽聽聽 reason / amount of payment.
聽聽聽聽 Yours faithfully,
聽聽聽聽
聽聽聽聽 craig jones
聽聽聽聽
聽聽聽聽

show quoted sections

References

Visible links
1. http://bbc.in/pPn8au
2. http://www.whatdotheyknow.com/help/offic...

Cornwall and Isles of Scilly Primary Care Trust (PCT)

1 Attachment

Dear Mr Jones

Attached is the response of NHS Cornwall and Isles of Scilly to your
request of 28 September under FOIA.

Please tell us what you think of the service we've given you by completing
this short survey [1]http://www.surveymonkey.com/s/H3PFCNT聽It should only
take a few moments but will really help us ensure we are dealing with
requests effectively.

Yours sincerely

Louise Moore
PPI Assistant
NHS Cornwall and Isles of Scilly
Tel: 01726 627897

show quoted sections

References

Visible links
1. http://www.surveymonkey.com/s/H3PFCNT

Dear Cornwall and Isles of Scilly Primary Care Trust (PCT),

Please pass this on to the person who conducts Freedom of Information reviews.

I am writing to request an internal review of Cornwall and Isles of Scilly Primary Care Trust (PCT)'s handling of my FOI request 'Serco Contract' Reference Number: 28650.

1. In my request I asked for details of complaints made against Serco in its running of out of hours GP Services.

Your response stated that this part of my request was partially refused on the basis that it would contravene the Data Protection Act 1998, and is therefore exempt under the Freedom of Information Act.

You did however go on to provide details of substantiated complaints for the years 2008-11, with an additional breakdown for 2010. You also provided a brief guide on how complaints are handled and a PDF document which contained the PCT's Annual Report on Complaints for 2010/11.

I do not believe that my request was for 'personal data' as defined by 1(1) of the DPA 1998.

My request was for details of 'complaints made against Serco' Which could include information on the date of the complaints (which could be as simple as month/year), The nature of the complaint (this could be a broad description to avoid identifiable information being released), The outcome of the complaint. This should apply to both Substantiated and unsubstantiated complaints.

Additionally you state in your response that Serco operates it's own complaints procedure and therefore you do not hold the requested data (due to the DPA) I am assuming this to mean that you do not hold data on complaints made directly to Serco? If this is the case, all complaints made directly to the PCT should be included in your response to my FOI request. If this is not the case, could you please provide me with an explanation of this refusal?

2. I am confused with your response to my 2nd question.

As part of my question I provided a link to a BBC news article (headline: 'MP calls for doctor contract stop' - http://news.bbc.co.uk/1/hi/england/cornw...).

The article reports on a case in which a baby with breathing problems was sent home while an on-duty Serco GP called the police - the report alleged that this was due to the doctor not knowing how to call an ambulance.

This was one example of several incidents which have been reported in the media - in several of these reports Serco indicated that they would investigate the incidents.

My request was for 'details of any internal investigations carried out by Serco into any patient /trust complaints.'

Please advise as to whether the trust has received information on any internal investigation carried out by Serco. If the trust does hold such data, it should be released as part of my request.

3. My request asked you to provide: 'details of any reports produced by Serco and given to the PCT with regards to Serco's operation of the out of hours service.'

Your response to this part of my request does not seem to relate to the question I asked in my request.

You stated:

"As part of the management of the contract the PCT holds regular meetings with the company. Issues which arose soon after the contract was let three years ago were resolved and an appropriate level of service established."

I would suggest that at these regular meetings Serco would 'report' to you with regards their operation of the OOHs service. I would also suggest that at these meetings minutes were recorded which would record 'details' of the reports made by Serco. I would therefore suggest that these minutes be released as part of my FOI request.

A full history of my FOI request and all correspondence is available on the Internet at this address:
http://www.whatdotheyknow.com/request/se...

Yours faithfully,

craig jones

John Murphy,

Dear Mr Jones,

NHS Cornwall and Isles of Scilly acknowledge your email below which we received today, 31 October. We are due to respond by 28 November.

Yours sincerely

John Murphy
NHS Cornwall and Isles of Scilly
The Sedgemoor Centre
St Austell
PL25 5AS
[email address]

show quoted sections

craig jones left an annotation ()

Looking forward to the response to this one :)

Cornwall and Isles of Scilly Primary Care Trust (PCT)

1 Attachment

Dear Mr Jones,

I write with reference to your email below in which you request a review
of this PCT's response to your Freedom of Information request.聽聽 I was
asked to undertake that review and I have pleasure in attaching a copy of
my report.

My report was shared with colleagues last Friday and they have agreed the
recommendations and drawn up an action plan to address the points
identified.聽 Colleagues will commence implementation of the actions today
28th November 2011.聽 The following is a copy of the actions agreed and
have been prepared as instructions to colleagues, hence the structure of
the text.

With regard to question 1 of your request for a review - "...asked for
details of complaints made against Serco in its running of out of hours GP
Services..." The following actions will be undertaken:


Actions:

路聽聽聽聽聽聽聽聽 Check whether we can provide substantiated and unsubstantiated;
confirm this info provided from Servo and they are happy to release; set
out exemption if they are not.

路聽聽聽聽聽聽聽聽 Check the format of the complaints reports made to the PCT and
if they are in the format requested (ie month/year and nature of
complaint) provide this; if not, explain why it cannot be provided.

路聽聽聽聽聽聽聽聽 Clarify that we did answer the point in the last paragraph
above.



With regard to question 2 concerning the link to an internet site, the
following actions will be undertaken:

Actions:

路聽聽聽聽聽聽聽聽 Review the story at the link and check to see if we do hold
information on the case and, if so, whether any information can be
released.

路聽聽聽聽聽聽聽聽 Use relevant exemptions where necessary and be clear with the
respondent what these are including any public interest tests.



Your comments about our answer to question 3 considered why access to
records of the management meetings at which complaints were discussed,
were not released.聽 The actions agreed are:

Actions:

路聽聽聽聽聽聽聽聽 Check the minutes of the meetings and consider whether these
can, in full or in part, be released to the requestor.

路聽聽聽聽聽聽聽聽 Use relevant exemptions where necessary and be clear with the
respondent what these are including any public interest tests.



I trust that you find the result of the review satisfactory.聽 You will
appreciate that at this stage the review has identified that the response
to your request was either incomplete or in need of further
clarification.聽聽You will therefore receive further correspondence to
either provide the additional information available or an explanation of
why the information may not be provided with a reference to the relevant
exemption.

I believe that this further correspondence will fully answer your original
request to the extent that the PCT is able.聽 Should you remain
dissatisfied you could complain further to the PCT Chief Executive, or
write to the Information Commissioner details of which were included in
the PCT's response letter.

Yours sincerely,


Terry Ancell
Company Secretary





>>> craig jones <[FOI #87617 email]> 28/10/2011
16:15 >>>
聽聽聽聽 Dear Cornwall and Isles of Scilly Primary Care Trust (PCT),
聽聽聽聽
聽聽聽聽 Please pass this on to the person who conducts Freedom of
聽聽聽聽 Information reviews.
聽聽聽聽
聽聽聽聽 I am writing to request an internal review of Cornwall and Isles of
聽聽聽聽 Scilly Primary Care Trust (PCT)'s handling of my FOI request 'Serco
聽聽聽聽 Contract' Reference Number: 28650.
聽聽聽聽
聽聽聽聽 1. In my request I asked for details of complaints made against
聽聽聽聽 Serco in its running of out of hours GP Services.
聽聽聽聽
聽聽聽聽 Your response stated that this part of my request was partially
聽聽聽聽 refused on the basis that it would contravene the Data Protection
聽聽聽聽 Act 1998, and is therefore exempt under the Freedom of Information
聽聽聽聽 Act.
聽聽聽聽
聽聽聽聽 You did however go on to provide details of substantiated
聽聽聽聽 complaints for the years 2008-11, with an additional breakdown for
聽聽聽聽 2010. You also provided a brief guide on how complaints are handled
聽聽聽聽 and a PDF document which contained the PCT's Annual Report on
聽聽聽聽 Complaints for 2010/11.
聽聽聽聽
聽聽聽聽 I do not believe that my request was for 'personal data' as defined
聽聽聽聽 by 1(1) of the DPA 1998.
聽聽聽聽
聽聽聽聽 My request was for details of 'complaints made against Serco' Which
聽聽聽聽 could include information on the date of the complaints (which
聽聽聽聽 could be as simple as month/year), The nature of the complaint
聽聽聽聽 (this could be a broad description to avoid identifiable
聽聽聽聽 information being released), The outcome of the complaint. This
聽聽聽聽 should apply to both Substantiated and unsubstantiated complaints.
聽聽聽聽
聽聽聽聽 Additionally you state in your response that Serco operates it's
聽聽聽聽 own complaints procedure and therefore you do not hold the
聽聽聽聽 requested data (due to the DPA) I am assuming this to mean that you
聽聽聽聽 do not hold data on complaints made directly to Serco? If this is
聽聽聽聽 the case, all complaints made directly to the PCT should be
聽聽聽聽 included in your response to my FOI request. If this is not the
聽聽聽聽 case, could you please provide me with an explanation of this
聽聽聽聽 refusal?
聽聽聽聽
聽聽聽聽 2. I am confused with your response to my 2nd question.
聽聽聽聽
聽聽聽聽 As part of my question I provided a link to a BBC news article
聽聽聽聽 (headline: 'MP calls for doctor contract stop' -
聽聽聽聽 [1]http://news.bbc.co.uk/1/hi/england/cornw...).
聽聽聽聽
聽聽聽聽 The article reports on a case in which a baby with breathing
聽聽聽聽 problems was sent home while an on-duty Serco GP called the police
聽聽聽聽 - the report alleged that this was due to the doctor not knowing
聽聽聽聽 how to call an ambulance.
聽聽聽聽
聽聽聽聽 This was one example of several incidents which have been reported
聽聽聽聽 in the media - in several of these reports Serco indicated that
聽聽聽聽 they would investigate the incidents.
聽聽聽聽
聽聽聽聽 My request was for 'details of any internal investigations carried
聽聽聽聽 out by Serco into any patient /trust complaints.'
聽聽聽聽
聽聽聽聽 Please advise as to whether the trust has received information on
聽聽聽聽 any internal investigation carried out by Serco. If the trust does
聽聽聽聽 hold such data, it should be released as part of my request.
聽聽聽聽
聽聽聽聽 3. My request asked you to provide: 'details of any reports
聽聽聽聽 produced by Serco and given to the PCT with regards to Serco's
聽聽聽聽 operation of the out of hours service.'
聽聽聽聽
聽聽聽聽 Your response to this part of my request does not seem to relate to
聽聽聽聽 the question I asked in my request.
聽聽聽聽
聽聽聽聽 You stated:
聽聽聽聽
聽聽聽聽 "As part of the management of the contract the PCT holds regular
聽聽聽聽 meetings with the company. Issues which arose soon after the
聽聽聽聽 contract was let three years ago were resolved and an appropriate
聽聽聽聽 level of service established."
聽聽聽聽
聽聽聽聽 I would suggest that at these regular meetings Serco would 'report'
聽聽聽聽 to you with regards their operation of the OOHs service. I would
聽聽聽聽 also suggest that at these meetings minutes were recorded which
聽聽聽聽 would record 'details' of the reports made by Serco. I would
聽聽聽聽 therefore suggest that these minutes be released as part of my FOI
聽聽聽聽 request.
聽聽聽聽
聽聽聽聽 A full history of my FOI request and all correspondence is
聽聽聽聽 available on the Internet at this address:
聽聽聽聽 [2]http://www.whatdotheyknow.com/request/se...
聽聽聽聽
聽聽聽聽 Yours faithfully,
聽聽聽聽
聽聽聽聽 craig jones
聽聽聽聽
聽聽聽聽
聽聽聽聽
聽聽聽聽

show quoted sections

References

Visible links
1. http://news.bbc.co.uk/1/hi/england/cornw...).
2. http://www.whatdotheyknow.com/request/se...
3. http://www.whatdotheyknow.com/help/offic...

Dear Mr Ancell

Thank you for your most recent email in which you explain the findings of the FOIA review which I requested on the 28th October.

With regards to your findings for question 1: Where you have concluded that my clarification should be treated as a new request. Could you please specify when you consider the PCT 'received' this request - in relation to your obligation to provide a response within 20 working days? Could you also provide me with the date you will send the requested information?

With regards to the other results of the internal review, could you please advise as to the date I should expect the requested information (where you are obliged to release it?)

Yours faithfully,

craig jones

Cornwall and Isles of Scilly Primary Care Trust (PCT)

Dear Mr Craig,

Thank you for your email below.聽 I have passed your requests to the FOI
Officer in order that they advise you accordingly.聽 Having complete the
review, management of your FOI request has reverted to the FOI manager in
order to maintain my independence as a reviewer of FOI files.

Yours faithfully,

Terry Ancell
Company Secretary

>>> craig jones <[FOI #87617 email]> 28/11/2011
23:41 >>>
聽聽聽聽 Dear Mr Ancell
聽聽聽聽
聽聽聽聽 Thank you for your most recent email in which you explain the
聽聽聽聽 findings of the FOIA review which I requested on the 28th October.
聽聽聽聽
聽聽聽聽 With regards to your findings for question 1: Where you have
聽聽聽聽 concluded that my clarification should be treated as a new request.
聽聽聽聽 Could you please specify when you consider the PCT 'received' this
聽聽聽聽 request - in relation to your obligation to provide a response
聽聽聽聽 within 20 working days? Could you also provide me with the date you
聽聽聽聽 will send the requested information?
聽聽聽聽
聽聽聽聽 With regards to the other results of the internal review, could you
聽聽聽聽 please advise as to the date I should expect the requested
聽聽聽聽 information (where you are obliged to release it?)
聽聽聽聽
聽聽聽聽 Yours faithfully,
聽聽聽聽
聽聽聽聽 craig jones
聽聽聽聽
聽聽聽聽

show quoted sections

John Murphy,

Dear Mr Jones,

Following Mr Ancell's internal review of NHS Cornwall and Isles of Scilly's response to your original FOI, 28650, under the FOIA the deadline for my new response is 28 December.

Yours sincerely

John Murphy
NHS Cornwall and Isles of Scilly
The Sedgemoor centre
St Austell
PL25 5AS
[email address]

show quoted sections

Cornwall and Isles of Scilly Primary Care Trust (PCT)

Dear Mr Jones

I apologise that we are unable to send our response to FOI 29530 to you
today as there are still a couple of points to be resolved.聽 We will send
you our substantive response next week.

Yours sincerely

John Murphy

show quoted sections

John Murphy,

5 Attachments

Dear Mr Jones,

Attached is the response of NHS Cornwall and Isles of Scilly to your FOI, 29530, following the internal review you requested and the actions required by our company secretary. Please note there are three attachments to my letter. I apologise for not meeting the deadline, due to the high level of activity on FOI issues.

Please tell us what you think of the service we've given you by completing this short survey http://www.surveymonkey.com/s/H3PFCNT It should only take a few moments but will really help us ensure we are dealing with requests effectively.

Yours sincerely

John Murphy
NHS Cornwall and Isles of Scilly
The Sedgemoor Centre
St Austell
PL25 5AS
[email address]

show quoted sections