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

Parliamentary and health service ombudsman annual report 2007-08Overall, just over three quarters ofenquiries were either not properlymade, or premature or were about a bodythat was outside our jurisdiction. That isa cause of concern for us and we haverecently implemented a ‘Pathway’ approachon our website which will make it easierfor people to know whether PHSO is theright place for them to bring theircomplaints, and the right time to do so.Investigations we carried outDuring the year, we:• accepted 951 cases for investigation(assumption 1,400);• completed 959 investigations(assumption 1,400);• ended the year with 618 investigationsin hand at 31 March 2008 (forecast aimat or around 620); and• had 73 cases over 12 months old at31 March 2008 (target 60).The shortfalls in investigations acceptedand completed were partly due to the fullyear impact of the more robust processesintroduced last year for acceptance ofcases for investigation; and partly becauseof the reduced number of closedenquiries. However, the number of casesremaining in hand at the end of the yearwas almost the same as in 2006-07 (617).While we did not achieve the furtherimprovements we wanted to maketo reduce further the number of oldcases in hand (to 60), we have sustainedthe significant reduction made last year(from 243 to 73) which had previouslybeen a significant drag on our overallperformance. We will maintain a closewatch on the number of old cases.Figure 12Cases accepted for investigation and concluded in 2007-08 (case level)In hand at1 April 2007NetadjustmentAccepted forinvestigationin the yearDiscontinuedin the yearReported onIn hand at1 April 2008Parliamentary – tax credits 25 1 82 3 54 51Parliamentary – other 224 3 166 13 236 144Parliamentary Total 249 4 248 16 290 195Health – continuing care 70 5 70 3 93 49Health – other 298 0 633 14 543 374Health Total 368 5 703 17 636 423PHSO Total 617 9 951 33 926 61863