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

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Figure 22: Distribution of health cases by Strategic Health Authority area 2007-08 (case level)Strategic Health Authorities In hand at1 April 2007NetadjustmentAccepted forinvestigationin the yearDiscontinuedin the yearReportedonReportedon: fullyupheldReportedon: partlyupheldReportedon: notupheldIn hand at1 April 2008East MidlandsStrategic Health Authority10 1 3 1 10 40% 20% 40% 3East of EnglandStrategic Health Authority18 1 3 0 20 65% 10% 25% 2LondonStrategic Health Authority12 -1 13 3 10 20% 20% 60% 11North EastStrategic Health Authority3 0 3 0 2 50% 0% 50% 4North WestStrategic Health Authority28 0 17 1 29 52% 10% 38% 15South CentralStrategic Health Authority16 0 8 0 16 56% 6% 38% 8South East CoastStrategic Health Authority11 0 10 1 14 36% 7% 57% 6South WestStrategic Health Authority10 0 8 1 10 60% 30% 10% 7West MidlandsStrategic Health Authority5 1 4 0 7 29% 14% 57% 3Yorkshire and the HumberStrategic Health Authority4 0 11 0 9 33% 22% 44% 6Healthcare Commission 251 3 623 10 509 33% 13% 55% 358Total 368 5 703 17 636 36% 13% 52% 42378
Parliamentary and health service ombudsman annual report 2007-08Requests to us for informationDuring the year we received 207 requestsfor information under the Freedom ofInformation Act and Data Protection Act(over 250 were received in 2006-07). Wereported last year that due to the volumeof requests and specific difficulties withresponding to many of these (due to thespecial legislative position of theOmbudsman), we did not always meetthe statutory timescales for respondingto requests. In 2007-08 we addressed thisissue and significantly reduced both thevolume of cases in hand to 13 and thetime taken to reply.Figure 23Information requests resolvedWithin relevant time limit 135 (52%)Outside relevant time limit 127 (48%)Complaints about usAs a measure of the performance of ourown service, over the year we:• received 773 complaints about us(significantly down from 1,219 in2006-07);• resolved 964; and• ended the year with 99 in hand (296in 2006-07), exceeding our target ofhaving no more than 120 in hand at theyear end.Since 1 January 2008 all complaints aboutus have been handled within a new‘single-tier’ system, our service standardfor which is to provide a substantiveresponse on 90% of these within 16weeks. During the year we achieved 58%,which we will be seeking to improve onover the first full year of the new system.Of the complaints we received about us:• 431 were about our handling ofenquiries;• 137 were about health investigations;• 190 were about parliamentaryinvestigations; and• 15 were about the Freedom ofInformation Act and the DataProtection Act.Of these:107 were fully or partly upheld,a significant improvement over the157 in 2006-07, within which:• errors upheld about our decisionswere down from 34 to 22;• errors partly upheld were downfrom 69 to 32; and• service complaints were reducedfrom 54 to 53.79
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