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National Statistics
Publication, Part of

Data on Written Complaints in the NHS - 2012-13

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 2002 to 31 Mar 2013


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 2012 and 31 March 2013 and also includes experimental information on upheld complaints.


  • Total number of all written complaints reported in 2012-13 was 162,019 the equivalent of more than 3,000 written complaints a week over the year.
  • Total number of all HCHS written complaints reported has increased by 2,057 (1.9%) from 107,259 in 2011-12 to 109,316 in 2012-13.
  • The biggest proportion of HCHS written complaints by profession were for the Medical profession (which includes hospital doctors and surgeons) with 47.1% (51,462) of all HCHS reported written complaints. Nursing, Midwifery and Health Visiting accounted for the second biggest at 22.1% (24,146). Both proportions are slightly more than for 2011-12 which were 45.9% and 21.7% respectively.
  • 46.2% (51,071) of all HCHS written complaints reported are for the subject area All aspects of clinical treatment. This is a slightly higher proportion than last year's figure of 45.8% (49,625).


Last edited: 11 April 2018 4:07 pm