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National Statistics
Publication, Part of

Data on Written Complaints in the NHS - 2009-10

National statistics
Publication Date:
Geographic Coverage:
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 1997 to 31 Mar 2010


Please note: As from 30 September 2010 the publication, Data on Written Complaints in the NHS 2009-10, has been revised. The original version contained a number of outdated organisation names. These have now been updated. Please note, this does not affect the data for each organisation. A list of changes to names is included in the 'revised organisation names' document above.

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. This annual collection is a count of written complaints made by (or on behalf of) patients, received between 1 April 2009 and 31 March 2010.

Key Facts

  • Hospital and Community Health Services (HCHS)
    The number of written complaints about hospital and community health services has increased by 13.4 per cent from 89,139 in 2008-09 to 101,077 in 2009-10. This is the largest increase since data was first published annually (1997-98).

    The previous largest increase was 10.6 per cent between 1999-00 and 2000-01. Complaints have seen decreases (by as much as 4.5 per cent in 2006/07 and 2007/08) as well as increases over the years, with an overall average annual increase of 1.1 per cent since 1997-98.
  • Family Health Services
    There has been an increase (4.4 per cent or 2,158) in the number of written complaints about general practice (including dental) health services from 48,597 in 2008-09 to 50,755 in 2009-10. This compares to last year's increase which was 10.6 per cent.


Last edited: 11 April 2018 4:07 pm