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Data on written complaints in the NHS, 2016-17 Quarter 1, Experimental

Publication date: 09:30 September 15, 2016

Summary

This quarterly collection (annual prior to 2015-16) is a count of written complaints made by (or on behalf of) patients. Data are collected via the KO41a and are for complaints about NHS Hospital and Community Health Services (HCHS) in England. The data relates to the complaints arrangements introduced in April 2009.

 

The results within this publication are provisional and experimental and so care should be taken when interpreting the results.

 

The NHS complaints procedure is the statutorily based mechanism for dealing with complaints about NHS care and treatment and all NHS organisations in England are required to operate the procedure.

 

Also published the same day as this report is the 2015-16 annual NHS written complaints report, this combines data from the previous 4 quarters of this report alongside complaints about GP and Dental services. A link to this report is provided below.


Key Facts

• There were 30,833 new HCHS written complaints in the first quarter of 2016-17.


• Over the period 28,584 complaints were resolved, of these 10,962 (38.4 per cent) were upheld, 7,723 (27.0 per cent) were partially upheld and 9,899 (34.6 per cent) were not upheld.


Coverage

Date Range: 01 April 2015 to 30 April 2016
Geographical coverage: England
Geographical granularity: NHS Trusts, Hospital Trusts, Ambulance Trusts, GP practices, dental practices, pharmacies and clinics, Community health services, Regional health body, Care Trusts, NHS Health Boards, Hospital and Community Health Services, Mental Health Trusts, Regions, Clinical Commissioning Groups

Have a question? Call us on 0300 303 5678 or contact enquiries@nhsdigital.nhs.uk.

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