Sir Alan Allans Report

D. Speers made this Freedom of Information request to Parliamentary and Health Service Ombudsman

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Parliamentary and Health Service Ombudsman,

Having seen some of Sir Alex Allan's Report on PHSO Deputy Mick Martin I note:
'She has been open to me about how this came about, and has accepted responsibility. She has taken steps to prevent it happening in the future.'

And

*The Ombudsman told me it had been an oversight on her part not to seek advice on the
letter.(Assuming just noting Ms Marks letter was insufficient)She had made a mistake, and accepted responsibility. She had subsequently put new procedures in place to make sure this could not happen again, with all correspondence automatically referred out for advice.'

1. What steps are in place to prevent repetition of Mick Martin's behaviour in the future?
2. Will ALL correspondence be automatically referred out for advice Include complaints?
3. Where will letters automatically be referred put to?

Yours faithfully,

D. Speers

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


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Jt Oakley left an annotation ()

There was no mistake. It was the normal PHSO procedure.

As any complainant who has written to the ombudsman in the hope of a fair appraisal of a justified complaint knows, their letters don't get a fair response - if any.

And they are ghosted by PHSO staff.

Or 'disengaged' as the phrase goes.

It's just that the PHSO got caught this time when its arrogant process was brought to light.

....lThanks to the Tribunal court and the Health Service Journal.

D. Speers left an annotation ()

Thanks Jt for your support. Never a truer saying than 'pride comes before a fall'......Maybe the ignorance factor was overdue!

InformationRights, Parliamentary and Health Service Ombudsman

1 Attachment

Dear D. Speers

 

FDN-270644

 

I write in response to your email dated 23 September in which you asked
t6he following questions:

 

“Having seen some of Sir Alex Allan's Report on PHSO Deputy Mick Martin I
note:
'She has been open to me about how this came about, and has accepted
responsibility. She has taken steps to prevent it happening in the
future.'

And

*The Ombudsman told me it had been an oversight on her part not to seek
advice on the letter.(Assuming just noting Ms Marks letter was
insufficient)She had made a mistake, and accepted responsibility. She had
subsequently put new procedures  in place to make sure this could not
happen again, with all correspondence automatically referred out for
advice.'

1. What steps are in place to prevent  repetition of Mick Martin's
behaviour in the future?
2. Will ALL correspondence be automatically referred out for advice
Include complaints?
3. Where will letters automatically be referred put to?”

 

 

I have considered your request under the Freedom of Information Act 2000
and can confirm that we do hold some of the information you have
requested. I have answered your questions below.

 

 1. We do not hold any recorded information which answers your question.
However, you may find paragraphs 66 – 75 of the report you referenced
useful in understanding the steps PHSO has taken in light of Sir Alex
Allan’s report. The report can be accessed on our website [1]here.
 2. Complaints about staff in relation to casework are automatically
referred to the Customer Care team by the Corporate Casework team.
 3. Please find the process for Executive Office correspondence attached.

 

I hope this information is useful. If you are unhappy with the way I have
handled your information request you may ask for an internal review by
emailing [2][Parliamentary and Health Service Ombudsman request email]. Further to that you may
contact the Information Commissioner’s Office. Her contact details can be
found at [3]www.ico.org.uk.

 

Yours sincerely

 

Rebyn Buleti

FOI/DP Officer

Parliamentary and Health Service Ombudsman

 

 

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References

Visible links
1. http://www.ombudsman.org.uk/about-us/new...
2. mailto:[Parliamentary and Health Service Ombudsman request email]
3. http://www.ico.org.uk/

Jt Oakley left an annotation ()

'2. Complaints about staff in relation to casework are automatically
referred to the Customer Care team'...

......who seemingly shovel them into Black Hole of Millbank...

Thus:

August 1, 2O16

Dear Mrs TO

Critical Tribunal verdict on PHSO staff:

Thank you for emailing Dame Julie Mellor regarding your case. Julie delegates her authority to appropriate members of staff to carry out casework on her behalf – the Customer Care Team will therefore respond to the points you have outlined. I have ensured that they have the information provided.

Regards,

AH
Principal Private Secretary to the Chair and Ombudsman

:::

Response: : Still waiting for a confirmation from Customer Care that they've received the information from Dame Julie Mellor's office.

Complaint made : April 16 2014

::::

Compare and contrast this with the PHSO statements above.

Dear Information Rights,
A member of the public left this annotation; Jt Oakley left an annotation (21 October 2016)

'2. Complaints about staff in relation to casework are automatically
referred to the Customer Care team'...

......who seemingly shovel them into Black Hole of Millbank...

Thus: August 1, 2O16
Dear Mrs TO
Critical Tribunal verdict on PHSO staff:
Thank you for emailing Dame Julie Mellor regarding your case. Julie delegates her authority to appropriate members of staff to carry out casework on her behalf – the Customer Care Team will therefore respond to the points you have outlined. I have ensured that they have the information provided.

Regards,
AH
Principal Private Secretary to the Chair and Ombudsman

Response: : Still waiting for a confirmation from Customer Care that they've received the information from Dame Julie Mellor's office.

Complaint made : April 16 2014
Compare and contrast this with the PHSO statements above.

I rest my case!
Yours sincerely,

D. Speers

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


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D. Speers left an annotation ()

Thank you JY Oakley your annotation had been very helpful in remembering the appalling service we get from phso office esp Customer Care Team.

Dear Parliamentary and Health Service Ombudsman,
Sorry Typo I mean JT Oakley

Yours faithfully,

D. Speers

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


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Dear Parliamentary and Health Service Ombudsman,

I believe this FOI request is overdue according to FOI law, and if the information is available I need to have it via WDTK. I hope a prompt response is the next action you will take. Failure to do so will mean an Internal Review will be the next initial action.
Yours faithfully,

D. Speers

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


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Dear Parliamentary and Health Service Ombudsman,

I include https://ico.org.uk/for-organisations/gui... for information!

Yours faithfully,

D. Speers

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


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InformationRights, Parliamentary and Health Service Ombudsman

Dear D. Speers

FDN-270644

I write in response to your two emails dated 21 October and further emails dated 23 and 27 October.

I note that you have not made an information request in either of your emails of 21 October.

In your email of 23 October you assert that my response to your information request was late. You made your request on 23 September and I responded on 21 October which is within the 20 working day deadline set out in freedom of information legislation.

Finally, I also note your email of 27 October is not an information request.

Yours sincerely
Rebyn Buleti

FOI/DP Officer
Parliamentary and Health Service Ombudsman

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Dear Rebyn Buleti,
I did indeed make my request on 23 September 2016 for answers to three questions
1. What steps are in place to prevent repetition of Mick Martin's behaviour in the future?
2. Will ALL correspondence be automatically referred out for advice Include complaints?
3. Where will letters automatically be referred put to?

You kindly gave responses on 21st October which is indeed within the time limit as I was following WDTK prompts I can only assume your responses were taken as read and may have included my further comments in subsequent emails.I confirm I asked no further questions but I included information in these emails to help inform you and to thank the annotator.

My apologies if my intention was misunderstood!

Yours sincerely,

D. Speers

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


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