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Publication, Part of

Data on Written Complaints in the NHS - 2020-21 Quarter 3 and Quarter 4

National statistics

Publication Date:
8 Jul 2021
Geographic Coverage:
England
Geographical Granularity:
Ambulance Trusts, Care Trusts, Clinical Commissioning Groups, Hospital and Community Health Services, Hospital Trusts, Hospital Sites, Independent Sector Health Care Providers, Mental Health Trusts, NHS Trusts, GP practices, Regions, Dental practices
Date Range:
01 Apr 2015 to 31 Mar 2021
National Statistics

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Data on Written Complaints in the NHS - 2020-21 Quarter 3 and Quarter 4

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Introduction
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Summary

This quarterly collection is a count of written complaints made by or on behalf of patients about NHS Hospital and Community Health Services (HCHS) in England. They are collected via the KO41a form.

For the period 1 October – 31 December 2020 (2020-21 Q3):

  • There were 23,966 new HCHS written complaints compared to 22,682 in 2020-21 Q2.
  • During the period 22,772 complaints were resolved, of these 6,277 (27.6%) were upheld, 8,247 (36.2%) were partially upheld and 8,248 (36.2%) were not upheld.

 

For the period 1 January – 31 March 2021 (2020-21 Q4):

  • There were 23,109 new HCHS written complaints compared to 23,966 in 2020-21 Q3.
  • During the period 21,050 complaints were resolved, of these 5,181 (24.6%) were upheld, 7,794 (37.0%) were partially upheld and 8,075 (38.4%) were not upheld.

 

During 2020-21 (1 April 2020 – 31 March 2021):

  • There were 83,899 new HCHS written complaints compared to 113,241 in 2019-20.
  • During the year 80,206 complaints were resolved, of these 21,502 (26.8%) were upheld, 28,722 (35.8%) were partially upheld and 29,982 (37.4%) were not upheld.

Last edited: 7 July 2021 12:18 pm