NHS Informatics Merseyside: networking for a wider impact
The FOI team at NHS Informatics Merseyside won Team of the Year at the eCase FOI25 awards. The team provides FOI services to Mersey Care NHS Foundation Trust (“the Trust”), which has around 12,500 employees. It achieved 98% average compliance during 2024.
ICO comment: what this case study means
This case study demonstrates the benefits of effective networking to support good practice within the organisation and beyond.
Collaboration and efficiency
As a small team of three, dealing with an average of 53 requests per month, the team established a network of information providers across the Trust. It reached out to senior management teams in relevant service areas, who nominated staff members best-placed to identify information. These staff members distribute requests further if necessary, and collate responses before communicating back to the team. This network has improved the flow of information and communication between the team and the rest of the organisation. The team can process requests efficiently, and more staff time can be spent on patient services.
The team also ensured it had direct access to the Trust’s Information Asset Register to identify system owners, extract relevant information and share it quickly with the network, which improved efficiency.
Effectively promoting FOI internally
The team works to increase awareness and knowledge across the Trust, including:
- supporting staff development by delivering detailed training on the law, compliance and internal processes to the network of information providers. The team also oversees the mandatory FOI training received by all staff;
- developing an information governance advisory note, accessible on the Trust intranet, specifically to help colleagues recognise and handle FOI requests;
- providing relevant news about FOI to all staff via the weekly Communications updates; and
- updating the FOI policy, ensuring that it helps staff to identify and handle FOI requests and understand the FOI process in detail.
Knowledge-sharing and collaborating to achieve wider impacts
The team has had an impact beyond its own area. By sharing information and insights from request-handling with division and service leads, and working in close collaboration with the Patient Advice and Liaison Service, the team has helped to improve the Trust’s reporting and processes.
The team also engages with regional FOI colleagues to share knowledge and promote best practices and consistency in responses, strengthening the wider NHS FOI community.
Request-handling focused on customer service and quality
The team is alert to requests in all forms including those sent via social media. Where necessary, it provides support and clarification to requesters on how to submit valid requests. If requests fall outside FOIA/EIR, such as requests for health records, the team promptly acknowledge them and redirect to the relevant team.
During request-handling, the team evaluates responses carefully for accuracy, relevance, and legislative compliance. It uses multi-step quality assurance processes, including peer reviews. The team records the reasons for any redactions, ensuring transparency and trustworthiness. It undergoes regular audits and compliance monitoring, including consideration of its performance metrics.
Continuous improvement: proactive publication and disclosure
The team has created an FOI page on the Trust’s website, where it is planning to proactively publish frequently-requested information. It considers that this reduces the administrative burden on the team and information providers, and that it will reduce the volume of requests.
The team is also planning a new disclosure log to enable access to information that’s been released under FOI, where it is of public interest.
Case study published: 1/8/2025