Information request for the longest length of time a PHSO investigation has taken to conclude since the date of receipt.
I am writing further to your email in which you asked for details of the record length of time for a PHSO investigation and its causation.
We have reviewed our records and the longest length of time a PHSO investigation has taken to conclude since the date of receipt is 2831 days (between 2004 and 2011). This was a very complex case which took far longer to investigate than we had anticipated, involving several changes of investigators and difficulty in obtaining specialist clinical advice, which resulted in substantial delays. The complainant in this case was offered a consolatory payment in the light of the poor service they had received.
However, we now aim to conclude investigations within 13 weeks. Performance data is published in our annual reports, which are available on our website.
In 2013/14, we concluded 67% of cases within one month; 95% of cases within six months and 99% of cases within 12 months. In addition, the Health Service Commissioner for England (Complaint Handling) Act 2015 now requires the Ombudsman to notify a complainant of the reason for the delay if an investigation is not concluded within a twelve-month period and also to lay before Parliament a report detailing how long investigations have taken to be concluded.
I hope the information is helpful.
FOI/DP Officer
Parliamentary and Health Service Ombudsman