Information request for the number of complaints received by us, and the individual remedies recommended for investigated complaints between 2012/13 and 2014/15
I write in response to your Freedom of Information request, in which you asked for information about complaints received by PHSO and their outcomes.
Information about the number of complaints we receive each year and their outcomes are recorded in our annual reports
Please find the remaining information you have asked for in question four about the individual remedies recommended for investigated complaints included in the tables below.
The term 'individual remedy' refers to an action intended to be a personal remedy for an individual, while 'systemic remedy' is an action intended to improve the wider service in question. The figures in the final row are the number of upheld complaints where we have asked for both a compensation payment and also some additional remedy from the organisation concerned (which may be systemic or personal, or both).
| 2012/13 | Health | Parliamentary | Total |
|---|---|---|---|
| Compensation payments | 222 | 53 | 273 |
| Individual remedy | 9 | 9 | 18 |
| Systemic remedy | 240 | 30 | 270 |
| Compensation payment and action/systemic | 244 | 39 | 283 |
| 2013/14 | Health | Parliamentary | Total |
|---|---|---|---|
| Compensation payments | 393 | 96 | 489 |
| Individual remedy | 91 | 19 | 110 |
| Systemic remedy | 505 | 41 | 546 |
| Compensation payment and action/systemic | 326 | 42 | 368 |
| 2014/15 | Health | Parliamentary | Total |
|---|---|---|---|
| Compensation payments | 566 | 168 | 734 |
| Individual remedy | 188 | 46 | 234 |
| Systemic remedy | 770 | 63 | 833 |
| Compensation payment and action/systemic | 424 | 57 | 481 |
I hope the information is helpful.
FOI/DP Officer
Parliamentary and Health Service Ombudsman