When will the 'new transparency' between complainant and caseworker start?

The request was successful.

Dear Parliamentary and Health Service Ombudsman,

Dame Julie Mellor ..in evidence to PASC

'There are other areas where we want to be more transparent. For example, people have told us that we do not communicate particularly well with them about how we consider cases, so we want to provide much more information on a more regular basis to people about what they can expect at each stage in our process, and indeed discuss the plan for an investigation with them. There is a whole range of things like that. Mick, you may want to add some.

Mick Martin: The most important piece of transparency that people have told us they want from us is to know exactly how we are going to go about doing our work. It is obviously hugely important to people that they understand how we are going to work and what we are going to do. That flows through our service provision. For example, we have been through a process to explain exactly how we go and assess cases, so that people can know what criteria we are using, how we apply it and they can then see what the flow through of cases from assessment to investigations is.

As Dame Julie says, when we get to investigations, it is about being transparent about the way in which we are going to investigate and the plan we are going to use. As the Chair indicated, it is about sharing facts, chronology and details as quickly as we possibly can. It is then about sharing any professional or clinical advice that we get, but it is also being really clear throughout, so that people understand what to expect from us, because we do find that there is sometimes a mismatch between what we can provide and what people are asking us to provide'

http://data.parliament.uk/writtenevidenc...

:::::

In the light of this evidence to PASC ...

1. Could the PHSO provide files on record stating when this new 'transparency procedure' will start to take place.

As, during a recent service complaint against the PHSO, involving the criticism of the PHSO's service by a Tribunal , I am still waiting for the investigation criteria to be made known to me by the caseworker.

Yet the caseworker has already made the decision without carrying out this step of the new transparency process.

So, as I presume that the PHSO will seemingly be phasing in this new improved transparent communication between caseworker and complainant soon - since it is clearly not undertaking it at present - I would like to know its start date.

2. And when the policy decisions made on the new 'transparency process ' - as outlined by Dame Julie Mellor and Mick Martin in evidence to PASC were made.

This would be the file information of when any committees etc considered this process change of the ' new transparency' way of working and that which was agreed with the date/s for implementation.

3. I would also like to know the exact format and steps of this 'new transparency' process between complainant and caseworker, as laid out in the document that a caseworker must follow.

As clearly a complaint about the PHSO's own service cannot receive any less transparency and communication between caseworker and complainant than the PHSO's investigation of external organisations would do.

Yours faithfully,

Jt Oakley

foiofficer@ombudsman.org.uk, 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

foiofficer, Parliamentary and Health Service Ombudsman

7 Attachments

PROTECT

Dear [first name redacted] Oakley

 

Your information request (FDN-235569)

 

I am writing further to your information request of 26 September 2015, in
which you asked for information relating to a ‘transparency procedure’.
This request relates to evidence given by Dame Julie Mellor and Mick
Martin to the Public Administration Select Committee (PASC) on 10 November
2014, and the desire for PHSO to ensure more information about casework
methodology and process is available to our customers.

 

I have considered your request under the Freedom of Information Act 2000
and can confirm we do not hold a specific policy document that could be
considered a 'transparency procedure' in this context. However, we do hold
casework policy and guidance that has been developed and updated since
November 2014 and which, in line with the discussion at PASC, is available
on PHSO’s website.

 

Please find attached some of our casework policies and guidance may be of
interest to you:

 

·         Complex Investigation Guidance 2.0

·         Customer Care Guidance 1.0

·         Enquiry and Assessment Manual 4.0

·         Investigation Manual 6.0

·         Investigation Report Checklist

·         Review Guidance

·         Assessment Code

 

I hope the information I have provided is helpful. If you have any further
queries, or would like to ask for a review of my decision, you can do so
by writing to [1][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: [2]www.ico.org.uk

 

 

Yours sincerely

 

 

Freedom of Information/Data Protection Officer

Parliamentary and Health Service Ombudsman

 

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. mailto:[email address]
2. http://www.ico.org.uk/

Dear foiofficer,

Thank you

Yours sincerely,

Jt Oakley

foiofficer@ombudsman.org.uk, 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

Jt Oakley left an annotation ()

Defining the complaint and setting expectations
 Gathering the evidence and planning the investigation  Analysing the evidence
 Communicating the draft decision
 Communicating the final decision
:::

My complaint failed at Step 1.

Still ....what did I expect with a service complaint?

D. Speers left an annotation ()

An honest answer?

Colin Hammonds left an annotation ()

It seems caseworkers are now working from home with a payment of £700 for every case completed.........How can a caseworker do an investigation of any substance in-between changing the nappies and doing the washing-up......this is an outright scandal and not only that but a scandal to let it continue by not doing anything about it,no wonder we're all being fobbed off........people are making money out of it !

D. Speers left an annotation ()

WAKE UP Britain!

Looking for an EU Authority?

You can request documents directly from EU Institutions at our sister site AskTheEU.org . Find out more .

AskTheEU.org