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Publication, Part of

Data on Written Complaints in the NHS, 2021-22

National statistics, Accredited official statistics

Publication Date:
24 Nov 2022
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 2011 to 31 Mar 2022
Accredited official statistics logo.

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Data on Written Complaints in the NHS, 2021-22

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Introduction
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Summary

This publication shows a count of written complaints made by (or on behalf of) patients, received between 1 April 2021 and 31 March 2022 in England. The two data collections are:

i) KO41a – NHS Hospital and Community Health Service (HCHS)

ii) KO41b – Primary Care (GP and Dental)

Key Facts

All NHS Written Complaints: (Hospital and Community Health Services and Primary Care)

  • The total number of all reported written complaints in 2021-22 was 225,570.
  • This was equivalent to 398.9 complaints per 100,000 head of population.
  • The proportion of complaints being fully upheld are 32.8% for primary care and 26.8% for HCHS.

 

Hospital and Community Health Services (HCHS)

  • The total number of all HCHS written complaints was 105,506 in 2021-22, an increase of 21,607 (25.8%) from 2020-21 marking a return towards levels similar to those observed before the pandemic.
  • There were 189,336 subject areas1 recorded against these 105,506 complaints.
  • Clinical treatment accounted for 48,557 (25.6%) of these.
  • The largest proportion of complaints received by individual subject area (including clinical treatment) was Communications with 17.4% followed by Patient Care including Nutrition / Hydration at 12.7% and then Values and Behaviour at 10.6%.
  • There were 148,721 recorded against the profession1 of the individual highlighted in the complaint. The largest proportion was attributed to medical staff with 39.3% then nursing staff at 23.8%.

 

Primary Care (GP and Dental)

  • The total number of primary care written complaints in 2021-22 was 120,064, an increase of 33,950 (39.4%) from 2020-21.
  • A third of all complaints (32.8%) were upheld in 2021-22. Around half (50.5%) were not upheld with the remainder (16.7%) being partially upheld.
  • There were 129,320 subject areas1 recorded against all complaints, with 15.4% of these relating to Clinical Treatment, 13.2% relating to Communications and 11.4% relating to Staff Attitude/Behaviours/Values.

Of new complaints to:

  • GP practices - the most common causes for complaint are; Communications (13.5%), Clinical Treatment (13.3%), and Staff Attitude/Behaviour/Values (12.6%).
  • Dental practices - the most common causes for complaint are; Clinical Treatment (22.0%), Charging/Costs (21.5%) and Appointment Availability/Length (11.8%).
  • NHS England - over a third relate to Clinical Treatment (35.1%), followed by Communications (12.3%) and Care Planning (7.3%).

 

  • There were 122,719 recorded in the Staff Group1 section against all complaints with the largest proportion (32.7%) relating to Other/No staff involved, then 32.4% against Practitioners (GPs or Dentists) followed by Administrative staff (including Receptionists) with 24.9%.

 

1 A complaint can cover multiple Subject Areas and Staff Groups

 

Last edited: 23 November 2022 2:49 pm