Main findings in 2015-16: Quarter 1 (April - June)
Hospital and Community Health Services (HCHS) written complaints
• There were 8,190 complaints brought forward from the previous period .
• Over the period 21,900 complaints were resolved, of these 8,730 (39.9%) were upheld, 5,640 (25.8%) were partially upheld and 7,490 (34.3%) were not upheld. Upheld definitions are available on page 25
• At the end of quarter one, 11,200 complaints remained unresolved which are carried forward to the next quarter
• There were 24,900 new HCHS written complaints in the first quarter of 2015-16
Of these new complaints:
• The majority of new complaints (24.0%) have been made by or on behalf of patients (with a known age) who are between 26 and 55 year olds.
• Nearly half (45.6%) of all complaints are raised by patients.
• There were 27,200 complaints by service area, the largest proportion was attributed to inpatient services with 27.8% followed by outpatient services at 24.7%
• There were 40,100 complaints by subject area, of which 13,700 were complaints about clinical treatment . The largest proportion of complaints received by individual subject area (including the 12 sub-categories for clinical treatment) was attributed to communications with 12.4% followed by the clinical area of general medicine at 11.1%.
• There were 32,300 complaints by profession, the largest proportion was attributed to medical with 42.0% followed by nursing at 21.0%.
These figures are based on a response rate of 84% of HCHS organisations. It is not possible to estimate the number of complaints that the remaining 16% (approximately 80 organisations) would have received in quarter 1, therefore the total number of complaints does not cover the whole of England.