Data on Written Complaints in the NHS, 2021-22 Quarter 1 and Quarter 2

A written complaint for the purpose of this publication is one that is made in writing to any member of NHS staff, organisation, NHS England region, or is originally made orally and subsequently recorded in writing. The NHS organisation must then investigate the complaint and provide a response to the complainant.

KO41a: Is the data return which NHS organisations are required to complete. It contains information about complaints regarding Hospital and Community Health Services (HCHS) made by, or on behalf of, patients in the reporting period.

Resolved: A complaint should be recorded as resolved if it is investigated and either upheld, partially upheld or not upheld.

Upheld: If substantive evidence is found to support the complaint, then the complaint should be recorded as upheld.

Not upheld: If there is no evidence to support any aspects of a complaint made, the complaint should be recorded as not upheld.

Partially upheld: If a complaint is made about several issues and one or more, but not all, are upheld then the complaint should be recorded as partially upheld.