Terms & definitions

Daniel McMorrow made this Freedom of Information request to Parliamentary and Health Service Ombudsman

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Daniel McMorrow

Dear Parliamentary and Health Service Ombudsman,

In http://www.ombudsman.org.uk/__data/asset... you frequently use the term "Enquiries" can you please clarify the definition used please.. .
"Enquiries" to me suggest simple questions ie. "what's your postal address"

Using "Enquiries" as a general term offers a distorted view of the PHSO. and the work done.

You also state "We completed 2,199 investigations, compared with 384 in the previous year. Of these:".
This is a huge jump have there been any internal investigations to identify why? What was the conclusion ?

Yours faithfully,

Daniel McMorrow

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


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foiofficer, Parliamentary and Health Service Ombudsman

Dear Mr McMorrow

 

Your information request: FDN-226133

 

Thank you for your email requesting information about the term ‘enquiries’
and about the increase in investigations completed by PHSO in the business
year 2013/14.

 

On page 14 of the report you referenced in your request is more
information about the type of advice and assistance we would provide on
receipt of an ‘enquiry’. The term ‘enquiry’ doesn’t describe responding to
simple questions. Usually it will be a complaint that has come to us
prematurely and/or is at the earlier stage of the complaints process.

 

Explanations for the increase in investigations completed can be found on
page 13 of the report. Following feedback from our customers we made
changes to our service to ensure that we provided more investigations for
more people. Further information about this can be found here:

 

[1]www.ombudsman.org.uk/__data/assets/pdf_file/0008/20501/Parliamentary-and-Health-Service-press-release-More-Investigations.pdf

 

I hope that addresses your questions but if you need anything further and
are unable to find it on our website then please let me know.

 

Yours sincerely

 

Luke Whiting

Head FOI/DP

 

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

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1. http://www.ombudsman.org.uk/__data/asset...