In 2023/24 we revised our Complainant and Organisations We Investigate (OWI) surveys, changing the way we gather and report on this feedback. This decision was based on an extensive review and testing, allowing us to improve how we collect data.
Feedback from complainants
| Questions | Quarter 3 (October - December 2023) |
|---|---|
| Q1. My/The PHSO caseworker gave me the opportunity to explain my complaint before making their decision | 70% |
| Q2. My caseworker took the information I provided into account when making their decision | 59% |
| Q3. My caseworker explained what guidelines the Ombudsman would follow | 69% |
| Q4. My caseworker clearly explained the information they used in making their decision | 60% |
| Q5. My caseworker acted with sensitivity to the issues I raised | 66% |
| Q6. I was satisfied with the overall time it took to reach a decision on my complaint | 46% |
| Q7. Overall, I was satisfied with the service I received from the Ombudsman | 51% |
| Impartiality indicator: | 63% |
Feedback from organisations we investigate
| Survey Questions | Quarter 3 (October - December 2023) |
|---|---|
| Q1. The PHSO caseworker provided the opportunity to explain our response to the issues raised in the complaint before making their decision | 95% |
| Q2. The PHSO caseworker took the information we provided into account when making their decision | 82% |
| Q3. When dealing with the complaint, the caseworker explained what guidelines the Ombudsman would follow | 79% |
| Q4. The PHSO caseworker clearly explained the information they used in making their decision | 92% |
| Q5. The PHSO caseworker acted with sensitivity to the issues that were raised in the complaint | 84% |
| Q6. I was satisfied with the overall time it took to reach a decision on the complaint | 59% |
| Q7. Overall, I’m satisfied with the service we received from the Ombudsman | 74% |
| Impartiality indicator: | 90% |