Annual Report 2007-08 - the Parliamentary and Health Service ...

405%Telephone405%Telephone403%Written403%Written191%Email191%EmailAchieving our service standardsand improving outcomes forcomplainantsEnquiries we receivedDuring the year we received 12,532enquiries against an assumption of 16,000(Details in figures 8a and 8b). Enquiriesto PHSO can be initiated by telephone,email or in writing and our response timeis monitored as part of our performancereporting framework. Both our servicestandards for acknowledging email andwritten enquiries (100% in 1 day and 2 daysrespectively) were met.Of the enquiries received, 6,964 related tocomplaints against Parliamentary bodies,4,011 were about Health and 1,557 wereabout bodies outside our jurisdiction.The top 5 Parliamentary departmentscomplained about in 2007-08 are detailedin figure 9.Under the current NHS complainthandling arrangements most healthcomplaints should come to us after theyhave been considered by the HealthcareCommission – so it is no surprise thatover 40% of the 4,011 health relatedenquiries were about the Commission.The top ten types of health body andindividuals, apart from the HealthcareCommission (1,832), complained about in2007-08 are detailed in figure 10.Figure 8aEnquiries by method of deliveryNumber of enquiries receivedand closed in 2007-08In hand at1 April 2007NetadjustmentReceived inthe yearClosed*In hand at1 April 2008Telephone 3 1 5,077 4,751 329Email 20 -2 2,396 2,287 129Written 644 7 5,048 4,651 1,047In person 0 0 11 9 2Total 667 6 12,532 11,698 1,507Figure 8bReceived in the year01%In 01%In person person*Closed including those accepted for investigation58