The NHS complaints procedure is the national statutorily based mechanism for dealing with patients' complaints and all NHS organisations are required to operate the procedure. This survey collects data from all NHS organisations, and captures complaints about NHS Direct and Walk-in Centres. The collection is a complete count of all written complaints made by (or on behalf of) patients received between 1 April 2006 and 31 March 2007.
Data on Written Complaints in the NHS - 2006-07Official statistics, National statistics
- Publication Date:
- 15 Nov 2007
- Geographic Coverage:
- Geographical Granularity:
- Strategic Health Authorities, Primary Care Organisations, GP practices, Dental practices, Pharmacies and clinics, Community health services
- Date Range:
- 01 Apr 1997 to 31 Mar 2007
The Department of Health revised the NHS complaints procedures for hospital and community health services (HCHS) by extending the target for resolving complaints from 20 to 25 working days. This change came into force on 1 September 2006 and consequently, the local resolution time limit for complaints collected from 1 April 2006 to 31 August 2006 was 20 working days and from 1 September 2006 to 31 March 2007 it was 25 working days.
- there has been a decrease (4 per cent) in the number of written complaints about hospital and community health services from 95,047 in 2005-06 to 90,801 in 2006-07
- There has been a decrease (2 per cent) in the number of written complaints about general practice (including dental) health services (formerly family health services) from 43,349 in 2005-06 to 42,592 in 2006-07.
- between 1 April 2006 and 31 August 2006, 75 per cent of complaints were concluded within the 20 working days time limit. This is unchanged from 2004-05 and 2005-06
- since the changes in the Local Resolution time limit were introduced on 1 September 2006, 77 per cent of complaints were concluded within 25 working days.