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

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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
Parliamentary and health service ombudsman annual report 2007-08Figure 9Top 5 Parliamentary bodies complained about in 2007-08Department for Work and PensionsReceivedHM Revenue & CustomsReceivedJobcentre Plus 1,063Child Support Agency 868The Pension Service 224Independent Case Examiner 147Disability and Carers Service 114HM Revenue & Customs 1,791The Adjudicator’s Office* 512National Insurance Contributions Office 37Child Benefit Office 2Total 2,342Department for Work and Pensions 52Debt Management Unit 43Health and Safety Executive 25Pensions Ombudsman 19Rent Service 6Health and Safety Commission 5Disability Rights Commission 4Independent Living Funds 3Remploy Ltd 1Total 2,574Ministry of JusticeReceivedHM Courts Service 152Legal Services Commission 102Tribunals Service 100HM Prison Service 53Information Commissioner 39Land Registry 34Ministry of Justice** 25The Office of the Public Guardian 18Prisons and Probation Ombudsman 9Office of Social Security and ChildSupport Commissioners4Official Solicitor 4Legal Complaints Service 3The National Archives 2Advisory Council on National Recordsand Archives1Court Funds Office 1Immigration Appellate Authority 1Judicial Appointments and ConductOmbudsman1Total 549*not all complaints about HMRC**includes 9 against Department for Constitutional Affairs59
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Page 60 and 61: Figure 9 continuedTop 5 Parliamenta
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Page 90 and 91: Balance sheet as at 31 March 200831
Page 92 and 93: The Board as at March 2008Ann Abrah
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Annual Report 2007-08 - the Parliamentary and Health Service ...

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