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Statistics for cases reused

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Dear Parliamentary and Health Service Ombudsman,

Please provide statistics on the number of cases that are refused on the grounds of too much time having passed ("out of time").

Please also provide statistics on the range of, and average response times complainants receive from the PHSO.

Yours faithfully,

Lyle Hopkins

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


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InformationRights, Parliamentary and Health Service Ombudsman

Dear Mr Hopkins,

 

Thank you for your email of 15^th September 2017 requesting information
under the Freedom of Information Act 2000 (FOIA).  Your information
request was:

 

“Please provide statistics on the number of cases that are refused on the
grounds of too much time having passed ("out of time").

Please also provide statistics on the range of, and average response times
complainants receive from the PHSO?”

 

The Parliamentary and Health Service Ombudsman (PHSO) holds information
relating to your request. 

 

Please find in the table below the number of cases closed as “out of time”
for the past five years.

 

Cases closed as 'out of
time'
2012/13 290
2013/14 467
2014/15 327
2015/16 281
2016/17 208

 

The table below shows the average number of days it took to conclude cases
at each stage of the complaints process during that year.  Please be
advised that not all the cases concluded would have been through all the
stages.

 

 

Intake Waiting Assessment Waiting Investigation
assessment investigation
2012/13 6 12 53 16 305
2013/14 9 21 32 36 137
2014/15 9 13 22 76 117
2015/16 2 47 27 63 124
2016/17 2 10 25 54 127

 

I hope that the information I have provided is useful.  

 

If you are unhappy with the way I have handled your information request it
is open to you to request an internal review.  You can do this by sending
an email to [1][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 ([2]www.ico.org.uk).

 

Yours sincerely,

 

 

 

Sarah Otto

Freedom of Information / Data Protection Team

Parliamentary and Health Service Ombudsman

E: [Parliamentary and Health Service Ombudsman request email]

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

 

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References

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

Dear InformationRights,

Thank you for the statistics you've provided thus far. However, you haven't answered my request fully:

"Please also provide statistics on the range of, and average response times
complainants receive from the PHSO?"

You've provided the averages but not the ranges:
https://en.wikipedia.org/wiki/Range_(sta...

Also, it would be helpful if you would provide the highest and the lowest number.

It's concerning that so many cases are closed due to being out of time, yet the ombudsman itself is very tardy with regards to its own timekeeping. This is somewhat of a double standard, no?

Yours sincerely,

Lyle Hopkins

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


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phsothefacts Pressure Group left an annotation ()

Lyle, the Ombudsman has discretion on whether to apply the 'out of time'rule. It may be of interest to ask how many times this discretion has been used in order to investigate a complaint technically beyond the 12-month time limit. The other difficulty here is that PHSO themselves often determine the date that the complainant 'first become aware of a problem' in order to time out complaints inappropriately. This whole area needs to be tightened up and the easiest way would be to measure 12 months from the final closedown response from the public body complained about.

Fiona Watts left an annotation ()

Dear Lyle,

thank you so much for pursuing this FOI.

If the PHSO have told someone that they have "run out of time" - this seems to signal that the victim had a strong case of misconduct and clinical negligence.

In 2014, I was told that one of my cases had run out of time.

But Lyle, I clearly had not run out of time because the HMCTS accepted my civil claim against the NHS in 2015.

Unfortunately, when I proceeded to court, I became the victim of blatant and open perjury that the PHSO seemed to have been complicit in.

The NHS, PHSO & HMCTS conduct themselves in such an open and corrupt manner - it seems unbelievable. But its true - my cases proves this.

Hang on in there Lyle. Stay strong.

The legislation behind the Parliamentary Ombudsman allows them to cover up ... NHS cover ups!

Lyle Hopkins left an annotation ()

In my personal experience. I got a final response letter from UKVI referring me to the PHSO. I put a great deal of effort into gathering evidence and wrote up a detailed report. I did several DPA requests to UKVI which they avoided as much as possible, and when they finally gave in they broke the law in how slowly they responded. I complained to the ICO who found in my favour but took no action.
The report I sent to the PHSO was never read. They came back to me saying that the letter from UKVI was wrong, and actually I had to complaint o UKVI again before they could look at my case.
I complained to UKVI again. Again they were very slow. Upon receipt of another letter I complained to PHSO again. They took a lot of time again to reply, then claimed that my complaint was not valid because too much time had passed since the original letter from UKVI referring me to them.
Yes, you read that right, the original final response, the one that PHSO and UKVI later claimed was invalid and made me go through their slow complaints process again.
No one ever read my report. PHSO exists only to create the illusion of democracy. Their staff will use any excuse not to investigate a complaint. That's what their paid to do.

phsothefacts Pressure Group left an annotation ()

Lyle can I cut and paste your last response and send it to Mr Behrens the new Ombudsman? You may be interested in joining our group. Let me know.

Della Reynolds
phso-thefacts@outlook.com

Lyle Hopkins left an annotation ()

Della, feel free to. I was considering legal action, I came across your site and read that it's only ever a waste of money.

phsothefacts Pressure Group left an annotation ()

Virtually impossible to win at judicial review against phso. If you put papers in your risk level goes up and you may get an investigation. Look on the J R page on phsothefacts website for more information.

InformationRights, Parliamentary and Health Service Ombudsman

Dear Mr Hopkins,

 

Thank you for your email of 22^nd September 2017 requesting information
under the Freedom of Information Act 2000 (FOIA).  Your exact request was:

 

"Please also provide statistics on the range of, and average response
times complainants receive from the PHSO?"

You've provided the averages but not the ranges:

[1]https://en.wikipedia.org/wiki/Range_(sta...

 

Not all the complaints that come to the Parliamentary and Health Service
Ombudsman (PHSO) go through our entire complaints process. Where we can,
we seek to resolve complaints earlier in the process and provide
complainants with answers sooner, without the need for an investigation.
 Cases received within the PHSO are placed in various categories:

 

Step 1: called intake/customer service (CS)/preliminary assessment

The outcome of this stage can be either declined (for a variety of
reasons, but mostly premature) or pass to Step 2.

 

Step 2: called Assessment/Further assessment

This is where the complaint is analysed in further detail, in order to
decide if we should investigate or not.

The outcome of this stage can be either declined or pass to step 3.

 

Step 3: called Investigation.

There are a range of investigation outcomes but we generally report the
“uphelds” and “not uphelds”.

 

There is an additional step that can be started at any time. This is
called Reviews/requests for review/feedback/complaints about us/complaints
about our service/complaints about our decisions. When the complainant
does not like our decision (at any step/stage of the process), they can
‘request a review’ from the customer care team.

 

PHSO requires further information in order to locate the information you
are requesting.   Section 1(3) of the FOIA provides that PHSO is not
obliged to comply with a request if the request is too vague until the
terms of the request is made clearer.

 

Are you seeking?

 

a)   how long it take us to close a case from receipt into the office. or

b)   how long it take us to make a decision about whether to accept or
decline a case for investigation.

 

I should be grateful if you would please clarify the category of cases you
are seeking stats on the range and the period in question.

 

If you are unhappy with the way I have handled your information request it
is open to you to request an internal review.  You can do this by sending
an email to [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).

 

Yours sincerely,

 

 

S.Otto

Freedom of Information / Data Protection Team

Parliamentary and Health Service Ombudsman

E: [Parliamentary and Health Service Ombudsman request email]

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

 

______________________________________________________________________
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References

Visible links
1. https://en.wikipedia.org/wiki/Range_(sta...
2. mailto:[Parliamentary and Health Service Ombudsman request email]
3. http://www.ico.org.uk/
4. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

Dear InformationRights,

In answer to your question
"Are you seeking?

a) how long it take us to close a case from receipt into the office. or

b) how long it take us to make a decision about whether to accept or
decline a case for investigation."

Both would be good, obviously clearly identified and separated.

Which reminds me. Please send the same information for timings on internal reviews that are requested following a case not being accepted. That is the max, min, and the average time taken to complete an internal review from the date it was requested.

Yours sincerely,

Lyle Hopkins

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


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