Unpublidshed upheld or partially upheld complaints

The request was refused by Parliamentary and Health Service Ombudsman.

Dear Parliamentary and Health Service Ombudsman,

I would like to receive the following information regarding complaints of maladministration that have been upheld or partly upheld by the Ombudsman:

Which government or NHS body was found to have committed a service failure?

The nature of that service failure, what did the Ombudsman record that they got wrong?

How many individuals it was found that that service failure had affected?

What remedies the Ombudsman proposed?

Whether any information was recorded as to the complainants satisfaction?

What, if any, was the complainants recorded satisfaction (did the accept the findings, agree with the ombudsman etc)?

Yours faithfully,

D Rapp

foiofficer, Parliamentary and Health Service Ombudsman

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Dear Parliamentary and Health Service Ombudsman,

My apologies, I intend this request to only be for complaints that the Ombudsman has chosen not to publish, I made an error in my original submission and would like for it to be amended.

Yours faithfully,

D Rapp

foiofficer, Parliamentary and Health Service Ombudsman

Thank you for your e-mail to the Parliamentary and Health Service
Ombudsman. This return e-mail shows that we have received your
correspondence.

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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

foiofficer, Parliamentary and Health Service Ombudsman

Dear Mr Rapp

 

Your information request (our reference: FDC 188486)

 

I write further to your email of 8 April 2014, in which you asked a number
of questions about our casework.

 

You asked for the following information about complaints on which PHSO has
not published reports:

 

‘I would like to receive the following information regarding complaints of
maladministration that have been upheld or partly upheld by the Ombudsman:

 

Which government or NHS body was found to have committed a service
failure?

 

The nature of that service failure, what did the Ombudsman record that
they got wrong?

 

How many individuals it was found that that service failure had affected?

 

What remedies the Ombudsman proposed?

 

Whether any information was recorded as to the complainants satisfaction?

 

What, if any, was the complainants recorded satisfaction (did the accept
the findings, agree with the ombudsman etc)?’

 

We publish the results of customer satisfaction surveys on our website
([1]www.ombudsman.org.uk, search for ‘customer satisfaction’). We also
publish statistics in relation to our complaints handling casework, which
are available on our website at:
[2]www.ombudsman.org.uk/reports-and-consultations 

 

This statistical information details numbers of complaints received about
organisations and their outcomes.  However, to provide you with the level
of detail you have requested, we would have to look through each
individual case file for every complaint brought to PHSO.  We are unable
to extract this information for you without exceeding the appropriate
limit as set out at section 12 of the Freedom of Information Act 2000.

 

I hope that this information is helpful.  If you are unhappy with my
handling of your information request, you can ask for a review by writing
to: complaints[3][email address]

 

If you still have concerns after that, you can ask the Information
Commissioner’s Office to look into your case.  Their contact details are
available on their website at: [4]www.ico.org.uk

 

Yours sincerely

 

 

Freedom of Information / Data Protection Officer

Parliamentary and Health Service Ombudsman

T: 0300 061 3986

E: [5][email address]

W: [6]www.ombudsman.org.uk

 

 

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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

Visible links
1. http://www.ombudsman.org.uk/
2. http://www.ombudsman.org.uk/reports-and-...
3. mailto:[email address]
mailto:[email address]
4. http://www.ico.org.uk/
5. mailto:[email address]
6. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/

Dear foiofficer,

You have not answered my question. The information published is far broader than the narrow range I requested.

I would like to know the answers to the questions I asked SPECIFICALLY AND ONLY FOR COMPLAINTS THAT THE OMBUDSMAN DOES NOT PUBLISH.

The information you have provided is for ALL complaints and that is not what I asked for.

Going forward I would ask that you read all the words in my information requests, it will save both of us a great deal of time in the long run.

Yours sincerely,

D Rapp

Dear foiofficer,

I would also like to request a review in regard to the exemption. I would like to modify my request to allow the information to be provided for a limited period of time so as not to overly task the FOI team.

Yours sincerely,

D Rapp

foiofficer, Parliamentary and Health Service Ombudsman

Thank you for your e-mail to the Parliamentary and Health Service
Ombudsman. This return e-mail shows that we have received your
correspondence.

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

[Name Removed] (Account suspended) left an annotation ()

Wow!

From this answer, the PHSO hasn't a clue about complaint hotspots.

...But I thought one if it's jobs was to collate stats in order to see where the problems lay?

And act as an early warning system to both the government and the public. Especially where complaints of deaths are made.

On this showing ..roll on the next missed Mid Staffs or Morecambe Bay scandal - that the PHSO will also fail to investigate.

Complaintsphso, Parliamentary and Health Service Ombudsman

Dear Mr Rapp

We are writing in response to your email of 13 May 2014. We are sorry that you are dissatisfied with our handling of your information request entitled ‘Unpublished upheld or partially upheld complaints’.

Under our internal complaints procedure, your complaint has been passed to our Head of Risk, Assurance and Programme Management Office, Mr Steve Brown.

Mr Steve Brown will consider your concerns and will send you a full reply once his review is complete. This review of your complaint is the only review that we will undertake.

We aim to reply to such complaints within 40 working days.

Yours sincerely

Review Team
Parliamentary and Health Service Ombudsman

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Brown Steve, Parliamentary and Health Service Ombudsman

4 Attachments

 

 

Steve Brown

Head of Risk and Assurance

Parliamentary and Health Service Ombudsman

E: [email address]

W: [1]www.ombudsman.org.uk

 

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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

Visible links
1. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
2. http://www.facebook.com/phsombudsman
3. http://www.twitter.com/PHSOmbudsman
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Brown Steve, Parliamentary and Health Service Ombudsman

4 Attachments

 

 

Steve Brown

Head of Risk and Assurance

Parliamentary and Health Service Ombudsman

E: [email address]

W: [1]www.ombudsman.org.uk

 

Follow us on

[2]fb  [3]twitter  [4]linkedin

 

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

Visible links
1. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
2. http://www.facebook.com/phsombudsman
3. http://www.twitter.com/PHSOmbudsman
4. http://www.linkedin.com/company/parliame...

Brown Steve, Parliamentary and Health Service Ombudsman

4 Attachments

 

 

Steve Brown

Head of Risk and Assurance

Parliamentary and Health Service Ombudsman

E: [email address]

W: [1]www.ombudsman.org.uk

 

Follow us on

[2]fb  [3]twitter  [4]linkedin

 

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

Visible links
1. http://www.ombudsman.org.uk/
http://www.ombudsman.org.uk/
2. http://www.facebook.com/phsombudsman
3. http://www.twitter.com/PHSOmbudsman
4. http://www.linkedin.com/company/parliame...