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

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Figure 9 continuedTop 5 Parliamentary bodies complained about in 2007-08Figure 10Top 10 types of health body complained about in 2007-08Home OfficeReceivedReceivedBorder and Immigration Agency 277Criminal Records Bureau 40NHS Hospital, Specialist and Teaching Trusts(Acute)715Home Office 40UKvisas*** 39Identity and Passport Service 35Criminal Injuries Compensation Authority 32Primary Care Trusts 442General Practitioners 360Strategic Health Authorities 314Foundation Trusts 242Security Industry Authority 27Criminal Injuries Compensation Appeals Panel 8Mental Health, Social Care, LearningDisability NHS Trusts152Office of the Immigration ServicesCommissioner3General Dental Practitioners 144Ambulance Trusts 16Parole Board 2Care Trusts 12Central Police Training and DevelopmentAuthority1Special Health Authorities 12Total 2,409Correctional Services Accreditation Panel 1Forensic Science Service 1National Policing Improvement Agency 1Total 507Department for TransportReceivedDriver and Vehicle Licensing Agency 194Driving Standards Agency 23Highways Agency 20Department for Transport 17Vehicle and Operator Service Agency 17Maritime and Coastguard Agency 6Total 277*** UKvisas was joint Home Office and Foreign & Commonwealth Office,now Home Office only60
Parliamentary and health service ombudsman annual report 2007-08How enquiries were closedIn line with the new robust assessmentprocesses introduced in 2006-07, enquirycases are closed following decisions onwhether we can accept the complaint forinvestigation (that is, if it is within ourjurisdiction); and, if we can, whether weshould, through assessment of:• whether the body complained abouthas had a proper opportunity toresolve it;• whether there is evidence ofmaladministration leading to anunremedied injustice; and• whether there is a reasonable prospectof a worthwhile outcome to aninvestigation.In some cases, it may be possible toresolve cases through intervention shortof an investigation by working with therelevant parties to the complaint andwe will do this wherever possible (seeexamples of interventions on pages 10and 34).During the year, we:• closed 11,698 enquiries (assumption16,000);• closed 3,551 of these after furtherdetailed assessment of whether thecomplaint should be accepted forinvestigation (assumption 5,000);• ended the year with 1,316 enquiries inhand (forecast at or around 750); and• had a further 191 enquiries in handwhich had been referred back tocomplainants for further information.The shortfall in cases closed andincrease in cases in hand was partly dueto the reduction in enquiries receivedand partly to other factors, such asproductivity and resourcing issues whichare now being addressed. As a result ofthis, only 76% of enquiries were closedwithin 40 days against our servicestandard target of 90%.Figures 11a and 11b show how enquirieswere closed during the year.61
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